Patient Experience Representative II- Orthopedics

Position Summary 

Join our ambitious, innovative academic healthcare administrative team!  Under general supervision, supports the administrative operations of the Orthopedic Department to promote an exceptional patient experience through effective coordination of services for patients and families. With a particular focus on coordinating follow-ups for patients discharged from the Emergency Department with orthopedic injuries, ensuring timely access to appropriate services and continuity of care. As well as collecting and organizing medical records to support patient care and departmental operations. Contributes to departmental and organizational initiatives focused on continuous process improvement. Performs various administrative functions requiring knowledge of departmental programs and services, delivers excellent customer service, and identifies opportunities to improve operational efficiency while maintaining accuracy. 

Key Responsibilities: 

• Demonstrates positive and effective customer service that supports departmental and hospital operations. 
• Assists with resolving customer service, scheduling issues and plan of care questions. Involves supervisor, as appropriate, to assist with resolution of complex issues. 
• With sufficient understanding and demonstrated ability, they are able to verify, record and process patient demographics, insurance/payment, and referral information for patient encounters without assistance. 
• With an advanced level of knowledge, answers, screens, and routes telephone calls. Records and forwards messages and triages calls for urgent information or services. Responds to requests for routine information or assistance within scope of knowledge and authority. 
• Collects and organizes medical records, information, materials, and supplies required for appointments, particularly for Surgical Second Opinions.  
• Prepare requisitions and other standard forms as requested by clinician or supervisor. Communicates with other departments to coordinate ancillary clinical/administrative services.          
• Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement. 
• Reviews daily the ED sign-out emails and patient list to appropriately coordinate their follow-ups.  
• With sufficient understanding and demonstrated ability, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions. 

Minimum Qualifications  

• Internal: Minimum 6 months as a PER;  
• External: Minimum of 6 months relevant healthcare experience  

Education:  

• High School Diploma / GED.  
• Bachelor’s Degree Preferred. 

Experience:  

• Strong knowledge and understanding of computer skills and concepts; proficient with Microsoft Office programs.  
• Makes use of customer service knowledge to assist patients and families in resolving problems. 
• 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.