Lead Patient Experience Representative- Ophthalmology

At Boston Children's Hospital, the quality of our care - and our inclusive hospital working environment - lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.

Customer Service

• Demonstrates positive and effective customer service
• Responds to routine inquiries about hospital protocol, policies, and procedures
• Greets, screens, registers, and directs patients, families, and visitors
• Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues

Patient Registration/Admissions/Discharge

• Monitors clinic activity to ensure the best possible patient experience
• Assists with resolving customer service and scheduling issues
• Responds to patients' needs and situations requiring escalated service response
• Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments
• Collects all necessary clinical documentation and information
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system

Scheduling

• Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders
• Obtains required authorizations to compile patient and staff schedules
• Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
• Supports the patient encounter
• Monitors daily schedule and coordinates flow with clinicians /supervisors

Administration

• May maintain personal calendars for physician/supervisor(s)
• Records and forwards messages, triages calls for urgent information or services, initiates call for emergency services
• May collect and organizes medical records, information, materials, and supplies required for appointments
• Communicates with other departments to coordinate ancillary clinical/administrative services
• Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents

Training

• Participates in the development of training programs. Trains clinic staff in department systems, processes, and terminology
• Demonstrates high-level problem-resolution skills
• Provides assistance to other support staff in evaluating and resolving issues

Patient Experience Leadership

• Leads and oversees work of designated patient experience staff
• Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed
• Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues

Technology

• Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications

Process Improvement

• Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement

To qualify, you must have:

• High School Diploma/ GED
• Minimum 2 years of healthcare experience and customer service experience
• Can provide guidance, troubleshoot, and answer questions
• Can perform the actions associated with this skill without assistance. Capable of coaching others
• Utilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness
• Strong computer skills and concepts; proficient with Microsoft Office programs
• Assist patients and families
• Conveys a positive, professional demeanor
• Strong written and verbal communication
• Ability to work with diverse internal and external constituencies
• Strong attention to detail
• Excellent Interpersonal skills, collaboration, and teamwork
• Strong organizational and prioritization skills

Boston Children's Hospital offers competitive compensation and benefits.

#LI-Hybrid

Boston Children's Hospital requires all employees to be vaccinated against COVID-19 and Flu, (unless you are eligible for a medical or religious exemption).

Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.