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Patient Experience Representative (Float Pool)

Boston Children's Hospital

Boston, MA

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JOB DETAILS
SKILLS
Administrative Skills, Calendar Management, Call Centers, Clinical Information, Clinical Study Publications, Co-Payments, Conference Management, Customer Support/Service, Hospital, Hospital Administration, Insurance, Medical Records, Medical Treatment, Patient Admissions, Patient Assessment, Patient Registration, Pediatrics, Reconciliation, Resource Utilization, Telephone Skills, Telephone Triage, Training/Teaching, Willing to Travel
LOCATION
Boston, MA
POSTED
30+ days ago
Position Summary/ Department Summary: 
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

About the Company

B

Boston Children's Hospital