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Patient Experience Representative I- ORL

Boston Children's Hospital
  • Boston, MA
    1 day ago

    Job Description

    Position Summary:
    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. Provides positive and effective customer service that supports departmental and hospital operations.

    Key Responsibilities:             
    • Demonstrates positive and effective customer service that supports departmental and hospital operations.
    • Responds to routine inquiries regarding hospital policies, procedures, and services, escalating complex issues to a supervisor as needed.
    • Greets, screens, and directs patients, families, and visitors, collaborating with providers and practices to support patient care and a positive patient experience.
    • May rotate between clinic and call center functions as needed.
    • May collect basic patient information, including height, weight, temperature, and questionnaire responses in the EMR.
    • Assists with exam room preparation, patient support, and required appointment documentation according to established procedures.
    • Records and processes patient demographic, insurance, referral, and clinical information; enters billing-related data and obtains required authorizations, referrals, and insurance verifications.
    • May collect and reconcile patient payments and maintain accurate financial records in hospital systems.
    • Under close supervision, schedules patient appointments and procedures, monitors daily schedules, and coordinates patient flow to optimize resource utilization and service delivery.
    • Participates in shift handoffs and team huddles to support operational continuity.
    • Answers, screens, and routes telephone calls; records messages, triages urgent requests, and initiates emergency calls when required.
    • Provides administrative support, including calendar management, meeting and event coordination, correspondence, record management, mail distribution, prescription refill processing, and general clerical duties.
    • Coordinates ancillary clinical and administrative services with internal departments and prepares standard forms and requisitions as needed.
    • Utilizes office, clinical, scheduling, and billing systems, including Microsoft Office applications and patient portal enrollment tools.
    • Participates in departmental and organizational initiatives focused on continuous process improvement and supports implementation of system and process changes.



    Minimum Qualifications
    Education:
    • High School Diploma/ GED
    Experience:
    • No healthcare experience required - 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.          
    Schedule: Monday- Friday, hybrid after training. 
     This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).
     

    Numbers & Facts

    LocationBoston, MA

    Skills

    • Administrative Skillsunmatched
    • Billingunmatched
    • Calendar Managementunmatched
    • Call Centersunmatched
    • Clinical Informationunmatched
    • Communication Skillsunmatched
    • Computer Maintenanceunmatched
    • Computer Skillsunmatched
    • Customer Support/Serviceunmatched
    • Demographicsunmatched
    • Detail Orientedunmatched
    • Documentationunmatched
    • Event Managementunmatched
    • Healthcareunmatched
    • High School Diplomaunmatched
    • Hospitalunmatched
    • Hospital Systemsunmatched
    • Insuranceunmatched
    • Mail Processingunmatched
    • Medical Recordsunmatched
    • Medical Treatmentunmatched
    • Microsoft Officeunmatched
    • Operational Supportunmatched
    • Patient Careunmatched
    • Plan Meetingsunmatched
    • Problem Solving Skillsunmatched
    • Process Improvementunmatched
    • Reconciliationunmatched
    • Record Keepingunmatched
    • Resource Utilizationunmatched
    • Service Deliveryunmatched
    • Telephone Skillsunmatched

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