Patient Experience Representative I- Ophthalmology

Children's Hospital Boston • Boston, MA

37d

About The Position

We currently have an open position for a Patient Experience Representative role. This role is a combination of front-facing with our patients at our front desk assisting in check-in, patient scheduling, registering, and patient concerns, and also assisting with our call center and various projects throughout the department.

Requirements

• A high school level of education, bachelor's degree preferred
• Prior customer service or administrative experience preferred
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• The ability to work with diverse internal and external constituencies

Responsibilities

• Demonstrates positive and effective customer service that supports departmental and hospital operations.
• Interacts and provides positive and effective customer service to patients and families.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Involves supervisor to assist with resolution of complex issues.
• Greets, screens, and directs patients, families, and visitors.
• Registers new patients.
• With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
• Will be required to rotate in departments with call centers.
• Monitors clinic activity to ensure the best possible patient experience.
• Prepares routine forms required for appointment and daily operations.
• Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
• Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
• May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions in the Hospital systems.
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
• Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
• Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.
• Prepares for and attends shift handoffs and team huddles.
• Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Initiate calls for emergency services as required.

Benefits

• Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes.
• Experience the benefits of passion and teamwork.
• Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes.
• Experience the benefits of passion and teamwork.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees