Patient Experience Representative (e/o weekend 7:00am-5:30pm)

Children's Hospital Boston•Boston, MA

30d•Onsite

About The Position

Position Summary: This position is in our Infusion and Day Treatment department located at the main campus of Boston Children's Hospital. Schedule: E/o weekend/holiday 7:00am-5:30pm

Requirements

Education: High-school or GED diploma

Nice To Haves

Preferred customer service experience

Responsibilities

Customer Service. Interacts and provides positive and effective customer service to patients and families.
Responds to routine inquiries about hospital protocol, policies, and procedures.
Greets and directs patients, families, and visitors.
Manages large amounts of inbound and outbound calls in a timely manner.
Provides accurate information, directions, and/or guidance to peers/employees and follows up promptly to ensure that needs have been met.
Create patient encounter in EHR.
Accurately collects, verifies, and records all patient demographic and insurance information required for the admission and billing of hospital services in EHR system.
Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral are coordinated through the appropriate insurance provider and payer(s).
May be required to document all Prior Authorizations and/or Referral in EHR (setting dependent).
Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance policy.
Generates patient labels and identification bracelets.
May be required to collect, record and secure co-payments made by patients/ families (setting dependent).
Notify unit of patient arrival.
May be required to schedule/Cancel/reschedule patient appointments, including but not limited to tests or procedures for patients such as lab work or x-rays, orders, and hospital outpatient visits (setting dependent).
May be required to assist with direct admissions to ancillary clinics (setting dependent).
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. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate calls for emergency services as required.
Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
Activate and announce codes (Code Triage (ED and Code Blue, Staff assist (ALL).