Patient Experience Representative I - Martha Eliot Health Ctr (onsite)

This position is 100% onsite at the Martha Eliot Health Center location in Jamaica Plain.

Schedule

• 8:15a–4:45p Mon, Tue, Wed, Fri
• Rotating late shift on Thursdays 11a–7:30p

About the Role

The Patient Experience Representative I works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services.

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
• 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

Requirements

• High School Diploma/GED
• No healthcare experience required
• Basic customer service and computer skills

Qualifications

• 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

Benefits

• 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)
• Flexible schedules
• Affordable health, vision, and dental insurance
• Child care and student loan subsidies
• Generous levels of time off
• 403(b) Retirement Savings plan
• Pension
• Tuition and certain License and Certification Reimbursement
• Cell phone plan discounts
• Discounted rates on T-passes

Pay

The posted pay range is Boston Children’s reasonable and good-faith expectation for this pay at the time of posting. Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors.