Boston Children's Hospital
Senior Patient Experience Representative (Ophthalmology)
Boston Children's Hospital, Boston, Massachusetts, us, 02298
At Boston Children's Hospital, the quality of our care - and our inclusive hospital working environment - lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)*The Senior Patient Experience Representative will be responsible for:
Patient Encounter Management:
Providing positive and effective customer service that supports unit operationsCollaborating with referring providers and practicesObtaining required authorizations to compile patient and staff schedulesScheduling patients and supporting the patient encounter
Check In/Out:
Greeting and directing patients, families and visitorsMonitoring daily schedule and coordinating flow with clinicians/supervisorReconciling payments and preparing deposits, providing record of transactions in Hospital systemsFacilitating and directing communication with Financial Counseling
Administrative:
Maintaining personal calendars for physician/supervisor(s)Scheduling meetings, programs and eventsRecording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency servicesProviding routine clerical support as needed
Process Improvement:
Actively contributing to departmental and organizational initiatives and projectsAssisting in implementing change in internal systems and procedures
Patient Experience Coordination:
Monitoring clinic activity to ensure the best possible patient experienceAssisting with resolving customer service and scheduling issuesResponding to patient needs and situations requiring escalated service response
Training:
Participating in the development of training programsTraining clinic staff in department systems, processes and terminologyEnsuring staff is informed regarding Customer Service, IT, policy and procedure changesDemonstrating high-level problem resolution skillsProviding assistance to other support staff in evaluating and resolving issuesServing as a resource on operations and procedures, payer and billing requirements
Location: Waltham or BostonTo qualify, you must have:High School Diploma/GED required. Bachelor's preferredMinimum 1-year Healthcare Admin experienceAbility to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situationsAbility to work with diverse internal and external constituenciesBoston Children's Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.Boston Children's Hospital requires all employees to be vaccinated against COVID-19 and Flu, (unless you are eligible for a medical or religious exemption).Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
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Patient Encounter Management:
Providing positive and effective customer service that supports unit operationsCollaborating with referring providers and practicesObtaining required authorizations to compile patient and staff schedulesScheduling patients and supporting the patient encounter
Check In/Out:
Greeting and directing patients, families and visitorsMonitoring daily schedule and coordinating flow with clinicians/supervisorReconciling payments and preparing deposits, providing record of transactions in Hospital systemsFacilitating and directing communication with Financial Counseling
Administrative:
Maintaining personal calendars for physician/supervisor(s)Scheduling meetings, programs and eventsRecording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency servicesProviding routine clerical support as needed
Process Improvement:
Actively contributing to departmental and organizational initiatives and projectsAssisting in implementing change in internal systems and procedures
Patient Experience Coordination:
Monitoring clinic activity to ensure the best possible patient experienceAssisting with resolving customer service and scheduling issuesResponding to patient needs and situations requiring escalated service response
Training:
Participating in the development of training programsTraining clinic staff in department systems, processes and terminologyEnsuring staff is informed regarding Customer Service, IT, policy and procedure changesDemonstrating high-level problem resolution skillsProviding assistance to other support staff in evaluating and resolving issuesServing as a resource on operations and procedures, payer and billing requirements
Location: Waltham or BostonTo qualify, you must have:High School Diploma/GED required. Bachelor's preferredMinimum 1-year Healthcare Admin experienceAbility to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situationsAbility to work with diverse internal and external constituenciesBoston Children's Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.Boston Children's Hospital requires all employees to be vaccinated against COVID-19 and Flu, (unless you are eligible for a medical or religious exemption).Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
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