Patient Services Associate

NeighborHealth•Boston, MA

19h•Onsite

About The Position

NeighborHealth, formerly East Boston Neighborhood Health Center, is one of the largest community health centers in the country, serving the greater Boston area with a strong commitment to the health and well-being of its patients and communities. Every role at NeighborHealth is vital, contributing to advancing medicine and delivering the best care experience. The Patient Service Associate, working under the Office of Patient Advocate, will interact closely with a diverse population of patients and medical professionals. This role requires exceptional customer service skills, professionalism, and the ability to multi-task while serving as the first point of contact for patients. The associate will greet and assist patients, helping them navigate the site, promoting excellence, maintaining confidentiality, and continuously improving job-specific competencies. NeighborHealth is ranked as one of the "Top Places to Work" by The Boston Globe, committed to a supportive and welcoming environment for employees and patients, reflecting its mission and culture. The organization offers benefits that support employees inside and outside of work, strives for diverse and inclusive workforce, and utilizes its Education & Training Institute for employee skill development and career advancement.

Requirements

High school diploma required
At least 2-3 years customer service experience
Requires well-developed interpersonal relationship and communications skills to instill confidence and to advocate for patients and their family.
Patient-oriented demeanor that depicts concern and caring attitude towards all.
Requires basic knowledge of change theories and organizational development
Excellent English communication skills (oral and written).
Bilingual skills appropriate to the patient population served, are required
Excellent listening skills, ability to diagnose problems, resolve conflict, and develop practical solutions

Nice To Haves

Experience in patient advocacy or social work preferred

Responsibilities

Greet and assist patients helping them navigate through the site and promote commitment to excellence.
Consistently maintain confidentiality in all interactions.
Demonstrate efforts to maintain and improve job specific competencies.
Perform other duties as assigned.
Provide warm welcoming to patients.
Provide exceptional customer service to all patients, visitors and callers.
Oversee the safe, efficient, and comfortable atmosphere of the reception area.
Greet patients and other visitors and assist them as appropriate.
Provide assistance to patients and visitors by obtaining wheelchairs, or other services as needed.
Escort or transport patients who need help to their destination within the health center.
Contact Security, Environmental Services, or Facilities Management, for assistance when necessary.
Support patient experience efforts at the health center.
Interpret hospital policy, practices and procedures relating to patient care.
Work closely with the Office of Patient Advocate.
Support patient experience efforts at the health center, including but not limited to shadowing a variety of positions in different departments, monitoring calls for quality assurance and supporting Patient Experience leadership in various projects.
Maintain excellent punctuality and attendance.
Adhere to all NeighborHealth and departmental policies and procedures.