Patient Experience Representative (Gastroenterology)

Patient Experience Representative (Gastroenterology) | Boston Childrens Hospital

Position Summary: 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. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

• Customer Service
• Interacts and provides positive and effective customer service to patients and families.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Greets and directs patients, families, and visitors.
• Manages large amounts of inbound and outbound calls in a timely manner.
• Provides accurate information, directions, and/or guidance to peers/employees and follows up promptly to ensure that needs have been met.
• Patient Registration/Admissions/Discharge
• May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR.
• Create patient encounter in EHR.
• Accurately collects, verifies, and records all patient demographic and insurance information required for the admission and billing of hospital services in EHR system.
• Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral are coordinated through the appropriate insurance provider and payer(s).
• May be required to document all Prior Authorizations and/or Referral in EHR (setting dependent).
• Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance policy.
• Ensures that the patient is escorted to the appropriate area upon completion of the registration process.
• Generates patient labels and identification bracelets.
• May be required to collect, record and secure co-payments made by patients/ families (setting dependent).
• May be required to prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process (setting dependent).
• May be required to call PCP offices to notify them of admissions in the ED/ICU (setting dependent).
• Notify unit of patient arrival.
• Process patient transfer/discharge paperwork.
• Update information boards.
• Request an ambulance pick up. Assist with registering ambulances as required.
• Validate patient parking.
• Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information.
• Scheduling
• May be required to schedule/Cancel/reschedule patient appointments, including but not limited to tests or procedures for patients such as lab work or x-rays, orders, and hospital outpatient visits (setting dependent).
• Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations.
• Monitors daily schedule and coordinates flow with clinicians /supervisors.
• May be required to enter referrals (setting dependent).
• Obtain required authorizations to compile patient and staff schedules.
• May be required to assist with direct admissions to ancillary clinics (setting dependent).
• Patient Flow Coordination
• Prepares for and attends shift handoffs and team huddles.

Minimum Qualifications

• Education: High-school and/or GED required

Children's Hospital Boston