Patient Access Liaison - Waltham

Patient Access Liaison - Waltham

This position is hybrid, approximate 50% of time on site at Waltham upon completion of training. Position Summary: Patient Access Liaisons (PAL) provide centralized scheduling services related to patient access, scheduling, and support to assure effective and efficient delivery of health care services, always striving towards a patient experience of excellence. Our BCH Specialty Department Contact centers handle patient access requests for Boston Children's Hospital patients. The Patient Access Liaisons (PAL) offer a one-of-a-kind appointment experience elevating patient satisfaction. The positions in this job family will work directly with the caller to respond to various questions and issues, resulting in proficiency, accuracy, and quality of patient service care.

Key Responsibilities:

• Provides centralized scheduling services for a BCH Specialty Department Contact center. Perform tasks to meet patient access, scheduling, and patient satisfaction goals.
• Interact with patients and families via telephone to provide information in response to inquiries. Identify caller's needs, clarify information, and provide centralized registration and scheduling for service options of primary care and specialty care.
• Register patients by collecting patient and insurance information.
• Gather pertinent information for prescription and refill requests.
• Receive routine complaints and issues during telephone calls. Replies with the appropriate predetermined response. Elevates non-routine issues to supervisor for further action
• Attend and participate in team meetings as required. Contributes by making suggestions for process improvements

Minimum Qualifications Education:

• High-school diploma or GED.

Experience:

• One (1) year of related customer service experience, preferably in a call center environment or healthcare setting. Required
• Scheduling experience in a healthcare setting. Preferred.
• Experience with Epic Systems preferred.
• Experience with CISCO call center software preferred
• Basic knowledge of Microsoft Office Suite.

This role is currently eligible for a Sign-on Bonus of $1,500 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)