Patient Experience Representative (Per diem)

Position Summary/ Department Summary:
Per diem
Schedule flexibility is needed to work shifts between Monday -Friday 7:00am – 7:00pm.
Travel to Boston, Brookline and Jamaica Plain is required (all locations are accessible by public transportation).

Whether you have been in healthcare administration/customer service, or are looking for a new career change, the Float Pool is a great way for you to learn about different medical departments at our Harvard teaching medical hospital. After successful completion of training, the Patient Experience Representative/Patient Access (PER) will work in a variety of different ambulatory clinic areas as well as support telephone page operations and our practice liaison program to provide administrative and customer service support.

Key Responsibilities:

• Customer Service:
  • Demonstrating positive and effective customer service that supports departmental and hospital operations, patients and families.
  • Responding to routine inquiries about hospital protocol, policies and procedures.
  • Greeting, screening and directing patients, families and visitors.
  • May be required to rotate in departments with call centers.
• Patient Registration/Admissions/Discharge:
  • May be required to collect height, weight and temperature and answer questionnaires in EMR.
  • With guidance, may prepare rooms for examinations and provide assistance to patients according to established procedures and instructions.
  • Recording and processing patient demographics, insurance/payment and referral information for all patient encounters.
  • Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
  • May collect, record and secure co-payments made by patients and families, reconcile payments and prepare deposits.
  • Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling:
  • 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. Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Administration:
  • Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or assistance within scope of knowledge and authority.
  • Scheduling meetings, programs and events. Maintaining calendars for physicians/supervisors.
  • Assisting in organizing and scheduling conferences, seminars and other department-sponsored programs or events.
  • Providing routine clerical support as needed.
  • May collect and organize medical records, information, materials and supplies required for appointments.
• Technology:
  • Utilizing all office technology, including phone systems, email, Microsoft Office, as well as clinical, scheduling and billing applications.
  • Enrolling patients and caregivers in patient portal.

Minimum Qualifications Education: High-school or GED diploma
Experience: Preferred customer service experience