Patient Experience Representative I (Patient Access, 40 hrs/wk, Days) - Boston Children's Hospital

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

After successful completion of training, Patient Access PER I's will work in ambulatory clinic areas, telephone page operations and practice liaison program as part of a float pool to provide administrative and customer service support to clinics and inpatient units. This position requires floating to the Brookline and Martha Eliot Health Center (Jamaica Plain) locations.  May require floating to additional satellites.

Schedule: 40 hours per week, Monday - Friday; shift hours may vary between 7:00a - 7:00p. 100% onsite.

The Patient Experience Representative I will be responsible for: 

• Customer Service:
  • Demonstrating positive and effective customer service that supports departmental and hospital operations, patients and families.
  • Responding to routine inquiries about hospital protocol, policies and procedures.
  • Greeting, screening and directing patients, families and visitors.
  • May be required to rotate in departments with call centers.
• Patient Registration/Admissions/Discharge:
  • May be required to collect height, weight and temperature and answer questionnaires in EMR.
  • With guidance, may prepare rooms for examinations and provide assistance to patients according to established procedures and instructions.
  • Recording and processing patient demographics, insurance/payment and referral information for all patient encounters.
  • Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
  • May collect, record and secure co-payments made by patients and families, reconcile payments and prepare deposits.
  • Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling:
  • Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions.
  • Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Administration:
  • Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or assistance within scope of knowledge and authority.
  • Scheduling meetings, programs and events. Maintaining calendars for physicians/supervisors.
  • Assisting in organizing and scheduling conferences, seminars and other department-sponsored programs or events.
  • Providing routine clerical support as needed.
  • May collect and organize medical records, information, materials and supplies required for appointments.
• Technology:
  • Utilizing all office technology, including phone systems, email, Microsoft Office, as well as clinical, scheduling and billing applications.
  • Enrolling patients and caregivers in patient portal.

To qualify, you must have:

• High School Diploma / GED required.
• Previous customer service and/or administrative experience preferred.
• Basic customer service and computer skills required.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult interpersonal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrated ability to pay attention to detail with high accuracy.
• Interpersonal, collaboration and communication skills.

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.

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