Lead Patient Experience Representative- Ophthalmology

5 days ago

Boston MA United States 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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