Sr. Patient Experience Representative (onsite, Jamaica Plain) at Boston Children's Hospital

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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