What are the responsibilities and job description for the Patient Experience Representative I- General Surgery position at Boston Children's Hospital?
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.
Schedule: Fully onsite, Monday-Friday, 8:30a-5:00p
The PER I shall be responsible for:
Customer Service
- Demonstrates positive and effective customer service
- 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
- Collaborates and communicates with referring providers and practices to handle complex patient issues
- May be required to rotate in departments with call centers
Patient Registration/Admissions/Discharge
- Monitors clinic activity to ensure the best patient experience
- May prepare rooms for examinations and provides assistance to patients according to established procedures and instructions.
- Records and processes patient demographics, insurance/payment, and referral information
- May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits. 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
- Schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions
- Communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient daily patient/visitor flow
Administration
- Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Respond to requests for information or assistance within scope of knowledge and authority. Initiate calls for emergency services as required
- Maintain personal calendars for physician/supervisor(s).
- Assist in organizing and scheduling conferences, seminars, and other department-sponsored programs or events. Organizes documents and/or presentations and logistics for meetings, presentations, and events
- Provide routine clerical support
- May collect and organizes medical records, information, materials, and supplies required for appointments
- Communicates with other departments to coordinate ancillary clinical/administrative services
- Open and sorts mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and distributes documents
- Processes various letters and outside requests and prescription refills.
Technology
- Utilizes all office technology
- Enrolls patients and caregivers in patient portal
Process Improvement
- Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement
- Assists with implementing change with internal systems and procedures
To qualify, you must have:
- High School Diploma/GED
- Basic customer service and computer skills
- Conveys a positive demeanor when interacting with patients, families, and coworkers
- Ability to demonstrate empathy in difficult personal situations
- Ability to work with diverse internal and external constituencies
- Strong attention to detail
- Interpersonal skills, collaboration, and communication
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.
Boston Children's Hospital requires all employees to be vaccinated against COVID-19 and Flu, (unless you are eligible for a medical or religious exemption).
Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
