Patient Experience Rep I – Orthopedics Sports Med. (Waltham)

The Orthopedic Center at BCH is one of the largest and most experienced pediatric orthopedic centers in the world. With a long history of excellence and innovation and a team of clinicians and researchers at the forefront of orthopedic research and care, it’s no surprise that BCH is home to many firsts in orthopedic treatment. Each year, our staff attends to more than 100,000 patient visits and performs more than 6,000 surgical procedures. We are also the founders of the first pediatric sports medicine clinic in the nation and leaders in research-based sports injury prevention with 40,000 patient visits every year.

We seek a Patient Experience Representative who exemplifies the highest values of respect, inclusivity, teamwork, and kindness to provide patients, families, and each other with an experience equal to the care we deliver. We are looking for someone with strong customer service, highly organized, dependable, who is self-driven and motivated to improve the patient experience in the healthcare field and able to handle multiple priorities. We are seeking someone with the ability to work well independently and within a team, who is flexible and can thrive in a hybrid environment. We offer a supportive environment with potential for growth from within and plenty of learning opportunities!

Our call center is open from 8-5pm, the PER is logged in for the duration of their shift to support our caller’s needs.

This Patient Experience Representative is responsible for:

• Demonstrates positive and effective customer service to patients and families
• Responds to routine inquiries about hospital protocol, policies, and procedures
• Involves supervisor to assist with resolution of complex issues
• Greets, screens, and directs patients, families, and visitors
• Patient Registration/Admissions/Discharge
• Records and processes patient demographics, insurance/payment, and referral information
• Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules
• 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
• Prepares for and attends shift handoffs and team huddles
• Answer, screen, and route calls. Record and forward messages and triage calls for urgent information or services
• May maintain personal calendars for physician/supervisor(s)
• Enrolls patients and caregivers in patient portal
• Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement
• Assists with implementing change with internal systems and procedures

To qualify, you must have:

• High School Diploma/ GED required
• Understanding of basic computer skills and concepts
• 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
• Interpersonal skills, collaboration, and communication

BCH offers competitive benefits and compensation.