Patient Experience Representative I- Center for Airways Disorder

Patient Experience Representative I- Center for Airways Disorder

Works under close supervision to provide support to the administrative operations of the Center for Airway Disorders (CAD) and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Actively participates in and contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring in-depth knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations Key responsibilities

Customer Service

• Interacts and provides positive and effective customer service to patients and families.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Involves supervisor to assist with resolution of complex issues.
• Registers new patients.
• With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.

Patient Registration/Admissions/Discharge

• Monitors clinic activity.
• Assists with resolving customer service and scheduling 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. Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
• Facilitates and directs communication with Financial Counsel.

Administration

• Answers, screens, and routes telephone calls. Records and forwards messages and triage calls for urgent information or services. Initiates call for emergency services as required.
• Maintain personal calendars for physician/supervisor(s).
• Schedule meetings, programs, and events.
• Assist in organizing and scheduling conferences, seminars, and other department sponsored programs or events. Organizes documents and/or presentations and logistics for meetings, presentations, and events.
• Provide routine clerical support as needed.
• May collect and organize medical records, information, materials, and supplies required for appointments.
• Prepare requisitions and other standard forms as requested by clinician or supervisor. Under close supervision, communicates with other departments to coordinate ancillary clinical/administrative services.
• Open and sort mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and distributes documents.
• Processes various letters and outside requests and prescription refills.

Technology

• Utilizes all office technology, including phone systems, email, Microsoft Office programs, clinical, scheduling, and billing applications.
• Enrolls patients and caregivers in patient portal.

Process Improvement

• Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
• Assists with implementing change with internal systems and procedures.

Scheduling

• Schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
• Monitors daily schedule and coordinates flow. Communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.

Minimum qualifications Education: High School Diploma or GED Experience: No healthcare experience required - Basic customer service and computer skills.

Schedule: 4 days onsite, 1 from home after fully trained. M-F 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)