Patient Experience Representative (Float Pool)

Patient Experience Representative (Float Pool)

Position Summary/ Department Summary: Monday - Friday. Schedule flexibility is needed to work shifts between 7:00am 7:00pm. Travel to Boston, Brookline and Jamaica Plain is required (all locations are accessible by public transportation). This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates, BCH or agency temps and not eligible for former BCH employees who have worked here in the past 12 months). We can be flexible on a start date. Are you recent college graduate, or are you already in your career and looking to make a change? The Float Pool is a great way for you to learn about different medical specialties and departments at our Harvard teaching pediatric hospital in an administrative/customer service capacity. After successful completion of training, the Patient Experience Representative/Patient Access (PER) Float will work in ambulatory clinic areas, central registration, telephone page operations, and/or the practice liaison program as part of the float pool to provide administrative and customer service support to departments.

Key Responsibilities:

• Customer Service: Demonstrating positive and effective customer service that supports departmental and hospital operations, patients and families. Responding to routine inquiries about hospital protocol, policies and procedures. Greeting, screening and directing patients, families and visitors. May be required to rotate in departments with call centers.
• Patient Registration/Admissions/Discharge: May be required to collect height, weight and temperature and answer questionnaires in EMR. With guidance, may prepare rooms for examinations and provide assistance to patients according to established procedures and instructions. Recording and processing patient demographics, insurance/payment and referral information for all patient encounters. Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system. May collect, record and secure co-payments made by patients and families, reconcile payments and prepare deposits. Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling: Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions. Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Administration: Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or assistance within scope of knowledge and authority. Scheduling meetings, programs and events. Maintaining calendars for physicians/supervisors. Assisting in organizing and scheduling conferences, seminars and other department-sponsored programs or events. Providing routine clerical support as needed. May collect and organize medical records, information, materials and supplies required for appointments.
• Technology: Utilizing all office technology, including phone systems, email, Microsoft Office, as well as clinical, scheduling and billing applications. Enrolling patients and caregivers in patient portal.

Minimum Qualifications Education: High-school or GED diploma Experience: Preferred customer service experience