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Patient Experience Representative I-Ambulatory (onsite, Jamaica Plain)

Boston Children's Hospital

Boston, MA

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JOB DETAILS
SKILLS
Administrative Skills, Billing, Calendar Management, Clinical Information, Clinical Study Publications, Co-Payments, Communication Skills, Computer Maintenance, Computer Skills, Customer Support/Service, Detail Oriented, Emergency Services, High School Diploma, Hospital Systems, Insurance, Logistics, Mail Processing, Medical Records, Medical Treatment, Microsoft Office, Patient Registration, Photocopy, Problem Solving Skills, Process Improvement, Reconciliation, Spanish Language, Telephone Skills, Telephone Triage
LOCATION
Boston, MA
POSTED
Today
This position is 100% onsite at the Jamaica Plain location (MEHC).
Required schedule:  Mon, Wed, Fri, 8:30-5;Tues 9-5:30, Thurs 10:30-7pm rotating 

Position Summary:
The Patient Experience Representative I works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services.

Key Responsibilities:             
  • Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
  • Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal
  • Collaborates with referring providers and practices to manage complex patient issues
  • Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
  • Prepares for and attends shift handoffs and team huddles
  • Completes questionnaires in EMR as needed
  • Assists patients, and ensures routine forms are ready for appointments
  • Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
  • Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
  • Transcribes treatment and billing data; communicates with other departments for clinical and administrative services
  • Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
  • Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
  • Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records
  • Processes prescription refills, letters, and external requests
  • Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently
  • Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications
Education:
  • High School Diploma/ GED
Experience:
  • Basic customer service and computer skills.                   
  • Makes use of customer service knowledge to assist patients and families in resolving problems.          
  • Conveys a positive demeanor when interacting with patients, families, and coworkers.          
  • Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.          
  • Ability to work with diverse internal and external constituencies.          
  • Demonstrates the ability to pay attention to detail and accuracy.         

*Spanish Speaking Preferred 

PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)
 

About the Company

B

Boston Children's Hospital

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