"Patient Experience Representative (e/o weekend 7:00am-5:30pm)"

Position Summary

This position is in our Infusion and Day Treatment department located at the main campus of Boston Children's Hospital.
Schedule: E/o weekend/holiday 7:00am-5:30pm

Key Responsibilities

1. Customer Service. Interacts and provides positive and effective customer service to patients and families.
   • Responds to routine inquiries about hospital protocol, policies, and procedures.
   • Greets and directs patients, families, and visitors.
   • Manages large amounts of inbound and outbound calls in a timely manner.
   • Provides accurate information, directions, and/or guidance to peers/employees and follows up promptly to ensure that needs have been met.
2. Patient Registration/Admissions/Discharge
   1. Create patient encounter in EHR.
   2. Accurately collects, verifies, and records all patient demographic and insurance information required for the admission and billing of hospital services in EHR system.
   3. Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral are coordinated through the appropriate insurance provider and payer(s).
   4. May be required to document all Prior Authorizations and/or Referral in EHR (setting dependent).
   5. Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance policy.
   6. Generates patient labels and identification bracelets.
   7. May be required to collect, record and secure co-payments made by patients/ families (setting dependent).
   8. Notify unit of patient arrival.
3. Scheduling
   1. May be required to schedule/Cancel/reschedule patient appointments, including but not limited to tests or procedures for patients such as lab work or x-rays, orders, and hospital outpatient visits (setting dependent).
   2. May be required to assist with direct admissions to ancillary clinics (setting dependent).
4. Patient Flow Coordination
   1. Prepares for and attends shift handoffs and team huddles.
5. Administration
   1. Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate calls for emergency services as required.
   2. Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
   3. Activate and announce codes (Code Triage (ED and Code Blue, Staff assist (ALL).

Minimum Qualifications

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

The posted pay range is Boston Children's reasonable and good-faith expectation for this pay at the time of posting. Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.

About Boston Children's Hospital

Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.