At Boston Children's Hospital, success is measured in patients treated, parents comforted and teams taught. It's in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed General Surgery Dept. and discover how your talents can change lives. Yours included.
The Patient Experience Representative will be responsible for:
Providing the administrative support for the Department of General Surgery and two Pediatric Surgeons
Assisting patients and families with the check-in process, collecting copayments, answering our automated call distribution system, obtaining referrals for clinic visits and other administrative duties at the reception desk
Engaging with our patients and families with superior customer service in order to create the optimal patient experience
Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues. Directing patients, families and visitors
Monitoring daily schedule and patient flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisor and routing patients/visitors to maintain efficient patient/visitor flow
Receiving patients arriving for their appointment, scheduling patient visits, performing weight and heights on patients and accompanying patients to the exam room
Collecting and organizing medical records, information, materials and supplies required for admissions or encounters. Preparing requisitions and other forms as requested by clinician or supervisor. Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters. Collecting all necessary clinical documentation and information
Collecting, compiling and forwarding related documentation for reimbursement
Reconciling payments and preparing deposits providing an accurate accounting of funds. Providing an accurate record of transactions in BCH systems. Facilitating and directing communication with Financial Counseling
Answering, screening and routing telephone calls. Recording and forwarding messages and triaging 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
Promoting and facilitating use of Kiosk check-in
To qualify, you must have:
A high school level of educational development and 1-2 years of previous experience such as customer service, administrative, or experience in a health care setting; Bachelor's preferred
The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
The ability to work with diverse internal and external constituencies
Strong attention to details, commitment to excellence and strong planning and organizational skills
The ability to be able to provide superb service to our patients, families and referring providers
Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.
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 (50% off). Discover your best.
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.
Internal Number: 3029029
About Boston Children's Hospital
Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.