Patient Experience Rep I - Ophthalmology (Worcester & Needham)

Patient Experience Rep I - Ophthalmology (Worcester & Needham)

Join Boston Children's Hospital's nationally recognized Department of Ophthalmology, a leader in pediatric eye care, research, and innovation. Our team provides expert care for children with a wide range of vision and eye conditions while embracing a patient- and family-centered approach that puts children and families at the heart of every decision.

As a Patient Experience Representative, you will help create a positive experience for patients and families while supporting our Ophthalmology practices in Needham and Worcester. This role requires weekly travel between both locations, which offer free parking. Typical hours are 7:00 a.m. to 3:30 p.m., Monday-Friday, with some flexibility. If you thrive in a collaborative, mission-driven environment and enjoy helping families navigate their healthcare journey, we'd love to hear from you.

Key Responsibilities:

• Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
• Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal
• Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers
• Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
• Prepares for and attends shift handoffs and team huddles
• Prepares examination rooms, assists patients, and ensures routine forms are ready for appointments
• Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
• Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
• Transcribes treatment and billing data; communicates with other departments for clinical and administrative services
• Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
• Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
• Processes prescription refills, letters, and external requests
• Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications Education:

• High School Diploma/ GED

Experience:

• Basic customer service and computer skills.
• Makes use of customer service knowledge to assist patients and families in resolving problems.
• Conveys a positive demeanor when interacting with patients, families, and coworkers.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.