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

100% onsite at Martha Eliot Health Center in Jamaica Plain

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 including flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes.

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