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82741BRJob Posting Title:Patient Experience Representative - Inpatient Psychiatry (Waltham)Department:Patient Services-NursingAutoReqId:82741BRStatus:Part-TimeStandard Hours per Week:8 Job Posting Category:AdministrationJob Posting Description:Part time position working every other weekend 8:30am-5pm

100% onsite at Waltham, inpatient psychiatry

Position Summary:

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.

Key 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; may rotate in call centers

+ 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

+ Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed

+ Prepares examination rooms, 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

+ Transcribes treatment and billing data; 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

+ Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records

+ Processes prescription refills, letters, and external requests

+ Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently

+ Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications

Education:

+ High School Diploma/ GED

Experience:

+ No healthcare experience required - Basic customer service and computer skills.

+ 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.

Office/Site Location:WalthamRegular, Temporary, Per Diem:Regular Remote Eligibility :Onsite Only Pay Range:$19.06-$27.64 Hourly