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

Job Description

At Boston Children’s Hospital, the quality of our care – and our inclusive hospital working environment – lies in the diversity of our people. With patients from local communities and 160 countries around the world, we’re committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included. Department Summary 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.

Job Responsibility

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

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

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
$2,000 sign on bonus

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Patient Experience Representative I- Ophthalmology

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