Per Diem -Patient Experience Representative

Children's Hospital Boston•Boston, MA

30d

About The Position

Works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations.

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.