Patient Experience Representative II (Endocrinology)

• 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.