Patient Experience Representative II- Call Center

Job title: Patient Experience Representative II- Call Center in Boston, MA at Boston Children's Hospital

Company: Boston Children's Hospital

Job description: DepartmentPediatrics-EndocrinologyAutoReqId78931BRStatusFull-TimeStandard Hours per Week40Job Posting CategoryAdministrationJob Posting DescriptionThe Patient Experience Rep (PER) II will be responsible for:

• Customer Service

• Demonstrating positive and effective customer service.


• Interacting and providing positive and effective customer service to patients and families.


• Assisting with resolution of complex issues. Involving supervisor when appropriate.


• Registering new patients.


• Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.


• May be required to rotate within department as needed.


• Patient Registration/Admissions/Discharge

• Assisting with resolving customer service and scheduling issues.


• Verifying, recording and processing patient demographics, insurance/payment, and referral information.


• Obtaining required authorizations, referrals, and verifications of insurance.


• May assist in support or training.


• Scheduling

• Scheduling patient encounters and procedures to coordinate with and across providers, departments, and institutions.


• Monitoring daily schedule and coordinates flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routes patients/visitors

• Preparing for and attending shift handoffs and team huddles.


• Administration

• Answering, screening, and routing telephone calls. Recording and forwarding messages and triages calls for urgent information or services.


• Responding to requests for routine information or assistance within scope of knowledge and authority. Initiating call for emergency services as required.


• Maintaining personal calendars for physician/supervisor(s).


• Scheduling meetings, programs, and events.


• Providing routine clerical support as needed.


• May collect and organize medical records, information, materials, and supplies required for appointments.


• Preparing requisitions and other standard forms as requested by clinician or supervisor. Communicating with other departments to coordinate ancillary clinical/administrative services.


• Opening and sorting mail, delivering and retrieving patient records, photocopy materials, sorting, collating and distributing documents.


• Processing various letters and outside requests and prescription refills.


• Technology

• Utilizing all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.


• Enrolling patients and caregivers in patient portal.


• Process Improvement

• Demonstrating interest and the ability to participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.


• Assisting with implementing change with internal systems and procedures.

• High School Diploma/GED


• Minimum of 6 months relevant healthcare experience


• Strong knowledge and understanding of computer skills and concepts; proficient with Microsoft Office programs.


• Makes use of customer service knowledge to assist patients and families in resolving problems.


• Conveys a positive, professional 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 and personifies the ability to pay attention to detail and accuracy.


• Excellent Interpersonal skills, collaboration, teamwork, and communication.


• Strong organizational skills and the ability to prioritize tasks and commitments.

Expected salary:

Location: Boston, MA

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