Patient Experience Representative (Gastroenterology)

Job Posting DescriptionPosition Summary: Works under close supervision to provide support to the administrative operations of a clinical serviceand works to ensure the best possible patient experience by effectively coordinating services to patientsand families. Demonstrates interest in and ability to departmental and organizational initiatives & projectswith a focus on continuous process improvement. Performs various administrative functions requiringbasic knowledge of programs and services. Provides positive and effective customer service thatsupports departmental and hospital operations.Key Responsibilities: Customer Servicea. Interacts and provides positive and effective customer service to patients and families.b. Responds to routine inquiries about hospital protocol, policies, and procedures.c. Greets and directs patients, families, and visitors.d. Manages large amounts of inbound and outbound calls in a timely manner.e. Provides accurate information, directions, and/or guidance to peers/employees andfollows up promptly to ensure that needs have been met.2. Patient Registration/Admissions/Discharge May be required to collect Height, Weight, and Temperature and answer questionnaires inEMR.b. Create patient encounter in EHR.c. Accurately collects, verifies, and records all patient demographic and insuranceinformation required for the admission and billing of hospital services in EHR system.d. Ensure all medical services/hospitalization requiring Prior Authorization and/or Referralare coordinated through the appropriate insurance provider and payer(s).e. May be required to document all Prior Authorizations and/or Referral in EHR (settingdependent).f. Provides the patient with the required forms and obtains appropriate signatures: Generalconsent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities,Financial Assistance policy.g. Ensures that the patient is escorted to the appropriate area upon completion of theregistration process.h. Generates patient labels and identification bracelets.i. May be required to collect, record and secure co-payments made by patients/ families(setting dependent).j. May be required to prepare admission-related documentation and patient chart process, toensure a seamless and timely admission process (setting dependent).k. May be required to call PCP offices to notify them of admissions in the ED/ICU (settingdependent).l. Notify unit of patient arrival.m. Process patient transfer/discharge paperwork.n. Update information boards.o. Request an ambulance pick up. Assist with registering ambulances as required.p. Validate patient parking.q. Confirm discharge paperwork is received, verifying that the paperwork is accurate andreflects patient information.3. Schedulinga. May be required to schedule/Cancel/reschedule patient appointments, including but notlimited to tests or procedures for patients such as lab work or x-rays, orders, and hospitaloutpatient visits (setting dependent).b. Schedule and confirm patient diagnostic appointments, surgeries, or medicalconsultations.c. Monitors daily schedule and coordinates flow with clinicians /supervisors.d. May be required to enter referrals (setting dependent).e. Obtain required authorizations to compile patient and staff schedules.f. May be required to assist with direct admissions to ancillary clinics (setting dependent).4. Patient Flow Coordinationa. Prepares for and attends shift handoffs and team huddles.Minimum QualificationsEducation: High-school and/or GED requiredStatusFull-TimeRegular, Temporary, Per DiemRegular Standard Hours per Week40 Pay Range$19.83-$29.49 HourlyOffice/Site LocationBostonJob Posting CategoryAdministrationRemote Eligibility Onsite Only : 86914BR: Patient Services-Nursing