Highlights
Works under close supervision to provide administrative and customer service support within the Call Center, ensuring a positive patient and family experience through efficient coordination of scheduling, registration, and service-related inquiries. 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).
Numbers & Facts
| Location | Boston, MA |
Description
Position Summary:
Key Responsibilities:
Minimum Qualifications
Education:
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).
Works under close supervision to provide administrative and customer service support within the Call Center, ensuring a positive patient and family experience through efficient coordination of scheduling, registration, and service-related inquiries. Performs a variety of administrative functions requiring foundational knowledge of hospital programs, services, and call center operations. Delivers professional, patient-centered service that supports departmental and organizational goals while actively contributing to continuous process improvement initiatives.
Key Responsibilities:
- Provides excellent customer service to support departmental and hospital operations.
- Responds to routine inquiries regarding policies, procedures, and patient care processes, escalating complex issues as needed.
- Registers new patients and collaborates with providers and practices to support patient care coordination.
- Provides front desk coverage as needed.
- Collects and processes patient demographic, insurance, referral, and clinical information.
- Ensures accurate documentation, billing entry, and insurance verification, including obtaining referrals and authorizations.
- Collects and reconciles patient payments and maintains accurate financial records.
- Schedules patient appointments and procedures across providers and departments.
- Monitors daily schedules and coordinates patient flow to maximize efficiency and patient experience.
- Answers, screens, and routes calls; records messages and escalates urgent matters appropriately.
- Provides general clerical support, prepares forms and correspondence, manages medical records, and processes prescription refill requests.
- Coordinates ancillary clinical and administrative services with internal departments.
- Utilizes scheduling, billing, clinical, and office software systems, including Microsoft Office and phone systems.
- Enrolls patients and caregivers in the patient portal.
- Participates in departmental and organizational initiatives focused on continuous improvement.
- Supports implementation of process and system enhancements.
Minimum Qualifications
Education:
- High School Diploma/ GED
- 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.
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).