Patient Experience Representative I- Ophthalmology (Boston)

Department Summary
We currently have an open position for a Patient Experience Representative role. This role is a combination of front-facing with our patients at our front desk assisting in check-in, patient scheduling, registering, and patient concerns, and also assisting with our call center and various projects throughout the department.

a. Demonstrates positive and effective customer service that supports departmental and hospital
operations.
b. Interacts and provides positive and effective customer service to patients and families.
c. Responds to routine inquiries about hospital protocol, policies, and procedures.
d. Involves supervisor to assist with resolution of complex issues.
e. Greets, screens, and directs patients, families, and visitors.
f. Registers new patients.
g. With guidance, collaborates and communicates with referring providers and practices to facilitate
management of complex patient issues.
h. Will be required to rotate in departments with call centers.

Patient Registration/Admissions/Discharge

a. Monitors clinic activity to ensure the best possible patient experience.
b. Prepares routine forms required for appointment and daily operations.
c. Records and processes patient demographics, insurance/payment, and referral information for
patient encounters.
d. Collects all necessary clinical documentation and information. Transcribes code and patient
treatment information into a billing system.
e. May collect, record and secure co-payments made by patients/ families. Reconciles payments
and prepares deposits providing an accurate accounting of fund. Provides an accurate record of
transactions in the Hospital systems.
f. Obtains required authorizations, referrals, and verifications of insurance to compile patient and
staff schedules.

Scheduling

a. Under close supervision, schedules patient encounters and procedures to coordinate with and
across providers, departments, and institutions.
b. Monitors daily schedule and coordinates flow to optimize resource utilization and patient
experience. With guidance, communicates with clinicians and/or supervisors and routes
patients/visitors to maintain efficient patient/visitor flow.

Patient Flow Coordination

a. Prepares for and attends shift handoffs and team huddles.

Administration

a. Answer, screen, and route telephone calls. Record and forward messages and triage calls for
urgent information or services. Initiate calls for emergency services as required.

Minimum qualifications
Education:

• A high school level of education, bachelor’s degree preferred

Experience:

• Prior customer service or administrative experience preferred
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• The ability to work with diverse internal and external constituencies

Schedule: The shifts can vary, 7:00-3:30pm, 8-4:30 pm, 8:30-5 pm, 9-5:30 or 11 am-7:30 pm and requires Saturday clinic coverage as well (1x/3 months). This job may require travel to our Cape office in Sandwich, Worcester, Waltham, Needham, or our Mass Eye and Ear Boston location (1-2/month).
This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).

The posted pay range is Boston Children’s reasonable and good-faith expectation for this pay at the time of posting.

Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.