Lead Patient Experience Representative- Ophthalmology

4 months ago

Boston MA US Boston Children's Hospital Full time
The Lead PER shall be responsible for:

Customer Service
  • Demonstrates positive and effective customer service
  • Responds to routine inquiries about hospital protocol, policies, and procedures
  • Greets, screens, registers, and directs patients, families, and visitors
  • Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues
Patient Registration/Admissions/Discharge
  • Monitors clinic activity to ensure the best possible patient experience
  • Assists with resolving customer service and scheduling issues
  • Responds to patients’ needs and situations requiring escalated service response
  • Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments
  • Collects all necessary clinical documentation and information
  • Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system
Scheduling
  • Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders
  • Obtains required authorizations to compile patient and staff schedules
  • Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
  • Supports the patient encounter
  • Monitors daily schedule and coordinates flow with clinicians /supervisors
Administration
  • May maintain personal calendars for physician/supervisor(s)
  • 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
  • Communicates with other departments to coordinate ancillary clinical/administrative services
  • Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents
Training
  • Participates in the development of training programs. Trains clinic staff in department systems, processes, and terminology
  • Demonstrates high-level problem-resolution skills
  • Provides assistance to other support staff in evaluating and resolving issues
Patient Experience Leadership
  • Leads and oversees work of designated patient experience staff
  • Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed
  • Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues
Technology
  • Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications
Process Improvement
  • Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement

To qualify, you must have:
  • High School Diploma/ GED
  • Minimum 2 years of healthcare experience and customer service experience
  • Can provide guidance, troubleshoot, and answer questions
  • Can perform the actions associated with this skill without assistance. Capable of coaching others
  • Utilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness
  • Strong computer skills and concepts; proficient with Microsoft Office programs
  • Assist patients and families
  • Conveys a positive, professional demeanor
  • Strong written and verbal communication
  • Ability to work with diverse internal and external constituencies
  • Strong attention to detail
  • Excellent Interpersonal skills, collaboration, and teamwork
  • Strong organizational and prioritization skills

Boston Children’s Hospital offers competitive compensation and benefits.

#LI-Hybrid

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