Senior Patient Experience Representative

4 weeks ago

Boston, United States Boston Children's Hospital Full time
We currently have an open position in our Boston office for a Senior Patient Experience Representative role. This role will support multiple sub-specialties within Ophthalmology.

The shifts can vary, and some hours can start as early as 7:15-3:15 pm, 8-4:30 pm, 8:30-5 pm, 9-5:30 or 11 am-7:30 pm (rare) and requires Saturday clinic coverage as well (once every 3 months). This job may require travel to our Cape office in Sandwich, Worcester, or our Mass Eye and Ear Boston location (1-2/month).

*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)*

The Senior Patient Experience Representative will be responsible for:
  • Patient Encounter Management:
    • Providing positive and effective customer service that supports unit operations
    • Collaborating with referring providers and practices
    • Obtaining required authorizations to compile patient and staff schedules
    • Scheduling patients and supporting the patient encounter
  • Check In/Out:
    • Greeting and directing patients, families and visitors
    • Monitoring daily schedule and coordinating flow with clinicians/supervisor
    • Reconciling payments and preparing deposits, providing record of transactions in Hospital systems
    • Facilitating and directing communication with Financial Counseling
  • Administrative:
    • Maintaining personal calendars for physician/supervisor(s)
    • Scheduling meetings, programs and events
    • Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
    • Providing routine clerical support as needed
  • Process Improvement:
    • Actively contributing to departmental and organizational initiatives and projects
    • Assisting in implementing change in internal systems and procedures
  • Patient Experience Coordination:
    • Monitoring clinic activity to ensure the best possible patient experience
    • Assisting with resolving customer service and scheduling issues
    • Responding to patient needs and situations requiring escalated service response
  • Training:
    • Participating in the development of training programs
    • Training clinic staff in department systems, processes and terminology
    • Ensuring staff is informed regarding Customer Service, IT, policy and procedure changes
    • Demonstrating high-level problem resolution skills
    • Providing assistance to other support staff in evaluating and resolving issues
    • Serving as a resource on operations and procedures, payer and billing requirements

To qualify, you must have:
  • High School Diploma/GED required. Bachelor’s preferred
  • Minimum 1-year Healthcare Admin experience
  • 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

Boston Children’s Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.

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