Sr. Patient Experience Representative – Waltham (onsite)

This Sr. PER position is fully at the Waltham location. Primarily patient facing and will support all registration services that occur in the Balance and Vestibular program in Waltham. This position will also work closely with Balance and Vestibular administrative Program Coordinators to provide general administrative support for this program.

PER Positions are eligible for a sign-on bonus of $2,000 for full time positions
**Internal employees are not eligible**

Required schedule: Monday – Friday, 7:30am-4pm

The Sr. Patient Experience Representative will be responsible for:

• Demonstrates positive and effective customer service that supports departmental and hospital operations to patients and families.
• Greets, screens, and directs patients, families, and visitors. Registers new patients, enrolls patients and caregivers in patient portal.
• Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
• May be required to rotate in departments with call centers.
• May collect height, weight, and temperature and answer questionnaires in EMR.
• Monitors clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues.
• Responds to patients’ concerns and needs, offering the best possible encounter options and resolution in accordance with our best practices and procedures. Responds to situations requiring escalated service response.
• May prepare rooms for examinations and provide assistance to patients according to established procedures. Cleans and sets up room for examination and prepares forms required for appointment.
• Provides assistance in resolving administrative problems and issues.
• Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments.
• May transcribe code and patient treatment information into billing system.
• Collects, compiles, and forwards documentation for reimbursement and/or referral coordinated through the appropriate insurance provider and payer(s).
• Obtains and records required authorizations on EMR scheduling systems to compile and distribute patient and staff schedules. Documents all Prior Authorizations and referrals.
• Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions.
• Facilitates and directs communication with Financial Counsel.
• Schedules patient encounters and procedures to coordinate within and across providers, departments, and institutions.
• Prepares for and attends shift handoffs and team huddles.
• May maintain personal calendars for physician/supervisor(s).
• Assists in organizing and scheduling conferences, seminars, and other programs or events. Organizes documents, presentations and logistics for meetings, presentations, and events.
• Trains, orients, and cross-trains staff on department systems and processes. Ensures staff is informed regarding customer service, IT system, policies, and procedure changes.
• Participates in and contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement.

To qualify, you must have:

• High School Diploma or GED required
• Minimum 1 year of administrative, front desk or related healthcare experience required
• Can perform the actions associated with this skill without assistance. Is considered “a person to ask” when difficult questions arise. Capable of coaching others by translating complex nuances into easy-to-understand terms
• Able to successfully complete tasks
• Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• Ability to work with diverse internal and external constituencies

BCH offers competitive compensation and unmatched benefits.

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