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Sr. Patient Experience Representative
1 month ago
100% onsite at Martha Eliot Health Center in Jamaica Plain
M-F 8:30am - 5pm, will require rotating to late shift one to two Thursdays a month will be late shift 10:30am - 7pm
Bilingual (English/Spanish) strongly preferred
The Sr. Patient Experience Representative will be responsible for:
* Demonstrates positive and effective customer service that supports departmental and hospital operations to patients and families.
* Greets, screens, and directs patients, families, and visitors. Registers new patients.
* Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
Patient Registration/Admissions/Discharge
* May be required to collect height, weight, and temperature and answer questionnaires in EMR.
* Monitors clinic activity to ensure the best possible patient experience.
* May prepare rooms for examinations and provides assistance to patients according to established procedures. Cleans and sets up room for examination and prepares routine forms required for appointment.
* Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments.
* Collects all necessary clinical documentation and information.
* May transcribe code and patient treatment information into billing system.
* Collects, compiles, and forwards related documentation for reimbursement and/or referral coordinated through the appropriate insurance provider and payer(s).
* Obtains and records required authorizations on electronic or manual scheduling systems to compile and distribute patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system.
* May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund.
* Facilitates and directs communication with Financial Counsel.
Scheduling-
* Schedules patient encounters and procedures to coordinate within and across providers, departments, and institutions.
* Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. Communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.
Administration-
* May maintain personal calendars for physician/supervisor(s).
* Schedules meetings, programs, and events.
* Records and forwards messages, triages calls for urgent information or services, initiates call for emergency services.
* May collect and organizes medical records, information, materials, and supplies required for appointments.
* Collects and organizes medical records, information, materials, and supplies required for admissions or appointments.
* Communicates with departments to coordinate ancillary clinical/administrative services.
* Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents.
* Processes various letters and outside requests and prescription refills.
Technology
* Utilizes technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.
* Enrolls patients and caregivers in patient portal.
To qualify, you must have:
* High School Diploma or GED required
* Minimum 1 year of administrative, front desk or related healthcare experience required
* Bilingual (English/Spanish) strongly preferred
* Builds and maintains effective working relationships
* Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
* Ability to work with diverse internal and external constituencies
BCH offers competitive compensation and unmatched benefits
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