Patient Experience Rep I - Ophthalmology (Worcester & Needham)
Children's Hospital Boston
Patient Experience Rep I - Ophthalmology (Worcester & Needham)
Join Boston Children's Hospital's nationally recognized Department of Ophthalmology, a leader in pediatric eye care, research, and innovation. Our team provides expert care for children with a wide range of vision and eye conditions while embracing a patient- and family-centered approach that puts children and families at the heart of every decision.
As a Patient Experience Representative, you will help create a positive experience for patients and families while supporting our Ophthalmology practices in Needham and Worcester. This role requires weekly travel between both locations, which offer free parking. Typical hours are 7:00 a.m. to 3:30 p.m., Monday-Friday, with some flexibility. If you thrive in a collaborative, mission-driven environment and enjoy helping families navigate their healthcare journey, we'd love to hear from you.
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
- Prepares examination rooms, 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
- Transcribes treatment and billing data; 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 Education:
- High School Diploma/ GED
Experience:
- 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.
Vacancy posted 2 days ago
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