Patient Experience Representative I - Ophthalmology (Waltham)
$19.83 - $29.49 per hourChildren's Hospital Boston
Patient Experience Representative I - Ophthalmology (Waltham)
This position is 100% onsite at the Waltham location. Position Summary: The Patient Experience Representative I works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services.
Key Responsibilities:
- Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
- Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal
- Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers
- Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
- Prepares for and attends shift handoffs and team huddles
- Assists patients, and ensures routine forms are ready for appointments
- Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
- Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
- Communicates with other departments for clinical and administrative services
- Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
- Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
- Processes prescription refills, letters, and external requests
- Participates in process improvement initiatives and supports internal changes to systems and procedures
Minimum Qualifications
- High School Diploma/ GED
- No healthcare experience required - Basic customer service and computer skills.
- Makes use of customer service knowledge to assist patients and families in resolving problems.
- Conveys a positive demeanor when interacting with patients, families, and coworkers.
- Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
- Ability to work with diverse internal and external constituencies.
- Demonstrates the ability to pay attention to detail and accuracy.
Status: Full-Time
Standard Hours per Week: 40
Pay Range: $19.83-$29.49 Hourly
Office/Site Location: Waltham
Job Posting Category: Administration
Remote Eligibility: Onsite Only
Children's Hospital BostonVacancy posted 2 days ago
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