Patient Experience Representative I (Complex Care Service)

The Patient Experience Representative (PER) will be responsible for:

• Customer Service:
  • Demonstrating positive and effective customer service customer service to patients and families while supporting departmental and hospital operations.
  • Responding to routine inquiries about hospital protocol, policies, and procedures.
  • Involving supervisor to assist with resolution of complex issues.
  • Greeting, screening, and directing patients, families and visitors.
  • With guidance, collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
• Patient Registration/Admission/Discharge:
  • May be required to collect height, weight, and temperature and answer questionnaires in EMR (Epic).
  • Monitoring clinic activity to ensure the best possible patient experience.
  • Recording and processing patient demographics, insurance/payment, and referral information for patient encounters.
  • Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
  • Obtaining required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.
• Scheduling:
  • Under supervision, scheduling patient encounters and procedures to coordinate with and across providers, departments, and institutions.
  • Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience.
• Patient Flow Coordination:
  • Preparing for and attending shift handoffs and team huddles.
• Administration:
  • 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 calls for emergency services as required.
  • Maintaining calendars for physician/supervisor(s).
  • Scheduling meetings, programs and events.
  • Assisting in organizing and scheduling conferences or department-sponsored programs/events. Organizing materials and logistics for meetings, presentations and events.
  • May collect and organize medical records, information, materials and supplies required for appointments.
  • Under close supervision, communicating with other departments to coordinate ancillary clinical/administrative services.
  • Opening and sorting mail, delivering and retrieving patient records, photocopying 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.

To qualify, you must have:

• High school diploma/GED.
• Basic customer service and computer skills.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrated ability to pay attention to detail and accuracy.
• Interpersonal skills, collaboration, and communication.

Boston Children’s Hospital offers competitive compensation and unmatched benefits. Experience the benefits of passion and teamwork.