Patient Experience Representative I- Neurosurgery Job at Boston Children's Hospital (Boston)

Job Description

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.

Job Responsibility

Provides positive, effective customer service to patients, families, visitors, and referring providers
Greets, screens, directs, and responds to routine inquiries on hospital protocols
Addresses escalated or complex issues and collaborates to resolve patient concerns
May rotate through call center functions
Collects basic vitals (H/W/T) and completes EMR questionnaires as needed
Monitors clinic flow and supports optimal patient experience
Registers new patients
verifies and processes demographics, insurance, referrals, authorizations, and required documentation
Assists with room preparation and routine clinical support tasks
Supports billing processes: coding entry, collecting copays, reconciling payments, and preparing deposits
Coordinates with Financial Counseling and other departments for administrative or insurance-related needs
Schedules appointments and procedures across providers and departments
Monitors and adjusts daily schedule to optimize flow
communicates with clinicians and supervisors as needed
Participates in shift handoffs and team huddles to support coordinated care
Manages calendars, schedules meetings/events, and supports conferences and department programs
Prepares documents, presentations, requisitions, and standard forms
Triages calls, routes urgent requests, and initiates emergency services when required
Provides routine clerical support (mail, copying, distributing materials, organizing medical records)
Processes letters, external requests, and prescription refills
Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications
Enrolls patients and caregivers in the patient portal
Contributes to departmental and organizational improvement initiatives
Recommends and helps implement updates to systems and procedures

Requirements

High School Diploma / GED
A common knowledge or an understanding of basic computer skills and concepts
Makes use of customer service knowledge to assist patients and families in resolving problems
Conveys a positive demeanor when interacting with patients, families, and coworkers
Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations
Ability to work with diverse internal and external constituencies
Demonstrates the ability to pay attention to detail and accuracy
Interpersonal skills, collaboration, and communication

What we offer

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
discounted rates on T-passes

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Patient Experience Representative I- Neurosurgery

Job Description

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