Patient Experience Representative- Ophthalmology
*this position is based out of Boston or Waltham, MA with the potential for some remote days when fully trained.
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.
Job Summary
The Patient Experience Representative will be responsible for monitoring clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues. Provides positive and effective customer service that supports departmental and hospital operations.
PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full-time positions (prorated for part-time positions)*
The schedule for this position is as follows: Mon-Fri 8:30-5pm
The Patient Experience Representative will be responsible for:
- Patient Encounter Management:
- Provides positive and effective customer service that supports unit operations.
- Collaborates with referring providers and practices.
- Obtains required authorizations to compile patient and staff schedules.
- Schedules patients and supports the patient encounter
- Check In / Check Out:
- Greets and directs patients, families and visitors.
- Monitors daily schedule and coordinates flow with clinicians /supervisor.
- Reconciles payments and prepares deposits, provides record of transactions in Hospital systems.
- Facilitates and directs communication with Financial Counseling.
- Administrative:
- Maintains personal calendars for physician/supervisor(s).
- Schedules meetings, programs and events.
- Records and forwards messages, triages call for urgent information or services, initiates call for emergency services.
- Provides routine clerical support as needed.
- Process Improvement:
- Actively contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement.
- Assists in implementing change in internal systems and procedures
- Patient Experience Coordination:
- Monitors clinic activity to ensure the best possible patient experience.
- Assists with resolving customer service and scheduling issues.
- Responds to patient’s needs, and situations requiring escalated service response.
- Training:
- Participates in the development of training program strains clinic staff in department systems, processes and terminology.
- Ensures staff is informed regarding Customer Service, IT system, policies and procedures changes.
- Demonstrates high-level problem resolution skills.
- Provides assistance to other support staff in evaluating and resolving issues.
- Serves as a resource on operations and procedures, payer and billing requirements
- Individual Contributor:
- May provide expertise and train staff in departmental procedures.
To qualify, you must have:
- High school diploma or GED required.
- Minimum one year of healthcare admin experience required.
- Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
- Ability to work with diverse internal and external constituencies.
BCH offers competitive compensation and unmatched benefits, including a flexible schedule, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, and discounted rates on T-passes.
Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.
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).