Senior Patient Experience Representative (Ophthalmology)

We currently have an open position in our Boston office for a Senior Patient Experience Representative role. This role will support multiple sub-specialties within Ophthalmology.

The shifts can vary, and some hours can start as early as 7 : 15-3 : 15 pm, 8-4 : 30 pm, 8 : 30-5 pm, 9-5 : 30 or 11 am-7 : 30 pm (rare) and requires Saturday clinic coverage as well (once every 3 months).

This job may require travel to our Cape office in Sandwich, Worcester, or our Mass Eye and Ear Boston location (1-2 / month).

PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)*

The Senior Patient Experience Representative will be responsible for :

• Patient Encounter Management : Providing positive and effective customer service that supports unit operationsCollaborating with referring providers and practicesObtaining required authorizations to compile patient and staff schedulesScheduling patients and supporting the patient encounter
• Check In / Out : Greeting and directing patients, families and visitorsMonitoring daily schedule and coordinating flow with clinicians / supervisorReconciling payments and preparing deposits, providing record of transactions in Hospital systemsFacilitating and directing communication with Financial Counseling
• Administrative : Maintaining personal calendars for physician / supervisor(s)Scheduling meetings, programs and eventsRecording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency servicesProviding routine clerical support as needed
• Process Improvement : Actively contributing to departmental and organizational initiatives and projectsAssisting in implementing change in internal systems and procedures
• Patient Experience Coordination : Monitoring clinic activity to ensure the best possible patient experienceAssisting with resolving customer service and scheduling issuesResponding to patient needs and situations requiring escalated service response
• Training : Participating in the development of training programsTraining clinic staff in department systems, processes and terminologyEnsuring staff is informed regarding Customer Service, IT, policy and procedure changesDemonstrating high-level problem resolution skillsProviding assistance to other support staff in evaluating and resolving issuesServing as a resource on operations and procedures, payer and billing requirements

To qualify, you must have :

• High School Diploma / GED required. Bachelor’s preferred
• Minimum 1-year Healthcare Admin experience
• Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• Ability to work with diverse internal and external constituencies

Boston Children’s Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.

LI-Hybrid