Boston Children’s Hospital
Patient Experience Representative I- Ophthalmology
Boston Children’s Hospital, Boston, Massachusetts, us, 02298
Overview
Department Summary: We currently have an open position for a Patient Experience Representative role. This role combines front-facing patient interaction at our front desk (check-in, patient scheduling, registration, and addressing patient concerns) with assisting in our call center and supporting various projects throughout the department. Key Responsibilities
Customer Service
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.
Patient Registration/Admissions/Discharge
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 funds. Provides an accurate record of transactions in the hospital systems. Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
Scheduling
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.
Patient Flow Coordination
Prepares for and attends shift handoffs and team huddles.
Administration
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.
Minimum qualifications
Education: A high school level of education, bachelor’s degree preferred Experience: 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 Schedule
The shifts can vary, 7:00-3:30pm, 8-4:30 pm, 8:30-5 pm, 9-5:30 or 11 am-7:30 pm and requires Saturday clinic coverage as well (1x/3 months). This job may require travel to our Cape office in Sandwich, Worcester, Waltham, Needham, or our Mass Eye and Ear Boston location (1-2/month). This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years). Benefits
Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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 and discounted rates on T-passes. Experience the benefits of passion and teamwork.
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Department Summary: We currently have an open position for a Patient Experience Representative role. This role combines front-facing patient interaction at our front desk (check-in, patient scheduling, registration, and addressing patient concerns) with assisting in our call center and supporting various projects throughout the department. Key Responsibilities
Customer Service
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.
Patient Registration/Admissions/Discharge
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 funds. Provides an accurate record of transactions in the hospital systems. Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
Scheduling
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.
Patient Flow Coordination
Prepares for and attends shift handoffs and team huddles.
Administration
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.
Minimum qualifications
Education: A high school level of education, bachelor’s degree preferred Experience: 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 Schedule
The shifts can vary, 7:00-3:30pm, 8-4:30 pm, 8:30-5 pm, 9-5:30 or 11 am-7:30 pm and requires Saturday clinic coverage as well (1x/3 months). This job may require travel to our Cape office in Sandwich, Worcester, Waltham, Needham, or our Mass Eye and Ear Boston location (1-2/month). This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years). Benefits
Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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 and discounted rates on T-passes. Experience the benefits of passion and teamwork.
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