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78931BRJob Posting Title:Patient Experience Representative II- Call CenterDepartment:Pediatrics-Endocrinology AutoReqId:78931BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description:The 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

to maintain efficient patient/visitor flow.

+ Patient Flow Coordination

+ 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.

To qualify, you must have:

+ 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.

Boston Children’s Hospital offers competitive compensation and benefits.Office/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid