Patient Experience Representative (Float Pool)

Patient Experience Representative (Float Pool)

Monday - Friday. Schedule flexibility is needed to work shifts between 7:00am 7:00pm.

Travel to Boston, Brookline and Jamaica Plain is required (all locations are accessible by public transportation). This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates, BCH or agency temps and not eligible for former BCH employees who have worked here in the past 12 months). Terms/taxes apply. We can be flexible on a start date.

Are you recent college graduate, or are you already in your career and looking to make a change? The Float Pool is a great way for you to learn about different medical specialties and departments at our Harvard teaching pediatric hospital in an administrative/customer service capacity.

After successful completion of training, the Patient Experience Representative/Patient Access (PER) Float will work in ambulatory clinic areas, central registration, telephone page operations, and/or the practice liaison program as part of the float pool to provide administrative and customer service support to departments.

Key Responsibilities:

• Customer Service:
• Demonstrating positive and effective customer service that supports departmental and hospital operations, patients and families.
• Responding to routine inquiries about hospital protocol, policies and procedures.
• Greeting, screening and directing patients, families and visitors.
• May be required to rotate in departments with call centers.
• Patient Registration/Admissions/Discharge:
• May be required to collect height, weight and temperature and answer questionnaires in EMR.
• With guidance, may prepare rooms for examinations and provide assistance to patients according to established procedures and instructions.
• Recording and processing patient demographics, insurance/payment and referral information for all patient encounters.
• Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
• May collect, record and secure co-payments made by patients and families, reconcile payments and prepare deposits.
• Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling:
• Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions.
• Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Administration:
• Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or assistance within scope of knowledge and authority.
• Scheduling meetings, programs and events. Maintaining calendars for physicians/supervisors.
• Assisting in organizing and scheduling conferences, seminars and other department-sponsored programs or events.
• Providing routine clerical support as needed.
• May collect and organize medical records, information, materials and supplies required for appointments.
• Technology:
• Utilizing all office technology, including phone systems, email, Microsoft Office, as well as clinical, scheduling and billing applications.
• Enrolling patients and caregivers in patient portal.

Minimum Qualifications Education: High-school or GED diploma

Experience: Preferred customer service experience