Lead Patient Experience Representative- Ophthalmology at Boston Children's Hospital
Boston, MA 02298
About the Job
The Lead PER shall be responsible for:
Customer Service
To qualify, you must have:
Boston Children’s Hospital offers competitive compensation and benefits.
#LI-Hybrid
Customer Service
- Demonstrates positive and effective customer service
- Responds to routine inquiries about hospital protocol, policies, and procedures
- Greets, screens, registers, and directs patients, families, and visitors
- Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues
- Monitors clinic activity to ensure the best possible patient experience
- Assists with resolving customer service and scheduling issues
- Responds to patients’ needs and situations requiring escalated service response
- Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments
- Collects all necessary clinical documentation and information
- Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system
- Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders
- Obtains required authorizations to compile patient and staff schedules
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Supports the patient encounter
- Monitors daily schedule and coordinates flow with clinicians /supervisors
- May maintain personal calendars for physician/supervisor(s)
- 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
- Communicates with other departments to coordinate ancillary clinical/administrative services
- Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents
- Participates in the development of training programs. Trains clinic staff in department systems, processes, and terminology
- Demonstrates high-level problem-resolution skills
- Provides assistance to other support staff in evaluating and resolving issues
- Leads and oversees work of designated patient experience staff
- Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed
- Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues
- Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications
- Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement
To qualify, you must have:
- High School Diploma/ GED
- Minimum 2 years of healthcare experience and customer service experience
- Can provide guidance, troubleshoot, and answer questions
- Can perform the actions associated with this skill without assistance. Capable of coaching others
- Utilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness
- Strong computer skills and concepts; proficient with Microsoft Office programs
- Assist patients and families
- Conveys a positive, professional demeanor
- Strong written and verbal communication
- Ability to work with diverse internal and external constituencies
- Strong attention to detail
- Excellent Interpersonal skills, collaboration, and teamwork
- Strong organizational and prioritization skills
Boston Children’s Hospital offers competitive compensation and benefits.
#LI-Hybrid
