Patient Experience Representative I- ORL Call Center

1. Customer Service
   1. Demonstrates positive and effective customer service that supports departmental and hospital operations.
   2. Interacts and provides positive and effective customer service to patients and families.
   3. Responds to routine inquiries about hospital protocol, policies, and procedures.
   4. Involves supervisor to assist with resolution of complex issues.
   5. Greets, screens, and directs patients, families, and visitors.
   6. Registers new patients.
   7. With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
2. Patient Registration/Admissions/Discharge
   1. Monitors clinic activity to ensure the best possible patient experience.
   2. Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
   3. Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
   4. Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
3. Scheduling
   1. Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
   2. Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.
4. Patient Flow Coordination
   1. Prepares for and attends shift handoffs and team huddles.
5. Administration
   1. Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate calls for emergency services as required.
   2. May maintain personal calendars for physician/supervisor(s).
   3. May assist in organizing and scheduling conferences, seminars, and other department-sponsored programs or events. Organizes documents and/or presentations and logistics for meetings, presentations, and events.
   4. Provide routine clerical support as needed.
   5. May collect and organizes medical records, information, materials, and supplies required for appointments.
   6. Prepare requisitions and other standard forms as requested by clinician or supervisor.
   7. Under close supervision, communicates with other departments to coordinate ancillary clinical/administrative services.
   8. Open and sorts mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and distributes documents.
   9. Processes various letters and outside requests and prescription refills.
6. Technology
   1. Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.
   2. Enrolls patients and caregivers in patient portal.
7. Process Improvement
   1. Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
   2. Assists with implementing change with internal systems and procedures.

To qualify, you must have:

• High School Diploma/ GED
• No healthcare experience required – Basic customer service and computer skills.
• A common knowledge or an understanding of basic computer skills and concepts.
• 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.
• Interpersonal skills, collaboration, and communication.

Boston Children’s Hospital offers competitive benefits and compensation.