Patient Experience Representative I - Ophthalmology (Waltham)

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. PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months) .

Position Summary:
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 practice in Waltham. Shifts vary between 7a-5pm EST with occasional late clinic days. This role is 100% onsite and offers free parking. 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
• 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
• 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:

• No healthcare experience required - 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.          

PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)

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