Patient Experience Representative I- Ophthalmology

$2,000 sign-on bonus (terms/taxes apply).

We currently have an open position for a Patient Experience Representative role. This role is front-facing with our patients at our front desk and assists in check-in, patient scheduling, and patient concerns, and also assists with our call center and various projects throughout the department.

This is a hybrid position with both in-person and remote work! The shifts can vary, and some hours can start as early as 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 (once every 3 months). This job may require travel to our Cape office in Sandwich, Worcester, Waltham, or our Mass Eye and Ear Boston location (1-2/month).

Responsibilities

1. Customer Service
   1. Demonstrates positive and effective customer service that supports departmental and hospital operations.
   2. Interacts and provides positive and effective customer service to patients and families.
   3. Responds to routine inquiries about hospital protocol, policies, and procedures.
   4. Involves supervisor to assist with resolution of complex issues.
   5. Greets, screens, and directs patients, families, and visitors.
   6. Registers new patients.
   7. With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
   8. May be required to rotate in departments with call centers.
2. Patient Registration/Admissions/Discharge
   1. May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR.
   2. Monitors clinic activity to ensure the best possible patient experience.
   3. With guidance, may prepare rooms for examinations and provides assistance to patients according to established procedures and instructions. Cleans and sets up room for examination and prepares routine forms required for appointment.
   4. Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
   5. Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
   6. 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.
   7. Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
3. Scheduling
   1. Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
   2. 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.
4. Patient Flow Coordination
   1. Prepares for and attends shift handoffs and team huddles.
5. Administration
   1. Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate calls for emergency services as required.

Qualifications

• 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

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.