Patient Experience Representative I- Ophthalmology (Boston)

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.

Key Responsibilities

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

Patient Registration/Admissions/Discharge

• Monitors clinic activity to ensure the best possible patient experience.
• Prepares routine forms required for appointment and daily operations.
• Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
• Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
• 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.
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.

Scheduling

• Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
• 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

• Prepares for and attends shift handoffs and team huddles.

Administration

• 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).