Call Center Patient Experience Representative II
- Boston Children's Hospital
- | Newbury, MA
OTHER |
July 4th, 2025
-
Boston Children's Hospital -
Newbury, MA
-
-
OTHER
-
July 4th, 2025
- Customer Service
- Demonstrating positive and effective customer service.
- Interacting and providing positive and effective customer service to patients and families.
- Assisting with resolution of complex issues. Involving supervisor when appropriate.
- Registering new patients.
- Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
- May be required to rotate within department as needed.
- Patient Registration/Admissions/Discharge
- Assisting with resolving customer service and scheduling issues.
- Verifying, recording and processing patient demographics, insurance/payment, and referral information.
- Obtaining required authorizations, referrals, and verifications of insurance.
- May assist in support or training.
- Scheduling
- Scheduling patient encounters and procedures to coordinate with and across providers, departments, and institutions.
- Monitoring daily schedule and coordinates flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routes patients/visitors
to maintain efficient patient/visitor flow.
- Patient Flow Coordination
- Preparing for and attending shift handoffs and team huddles.
- Administration
- Answering, screening, and routing telephone calls. Recording and forwarding messages and triages calls for urgent information or services.
- Responding to requests for routine information or assistance within scope of knowledge and authority. Initiating call for emergency services as required.
- Maintaining personal calendars for physician/supervisor(s).
- Scheduling meetings, programs, and events.
- Providing routine clerical support as needed.
- May collect and organize medical records, information, materials, and supplies required for appointments.
- Preparing requisitions and other standard forms as requested by clinician or supervisor. Communicating with other departments to coordinate ancillary clinical/administrative services.
- Opening and sorting mail, delivering and retrieving patient records, photocopy 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.
- Process Improvement
- Demonstrating interest and the ability to participate in, and contribute to, departmental and organizational initiatives projects with a focus on continuous process improvement.
- Assisting with implementing change with internal systems and procedures.
- High School Diploma/GED
- Minimum of 6 months relevant healthcare experience
- Strong knowledge and understanding of computer skills and concepts; proficient with Microsoft Office programs.
- Makes use of customer service knowledge to assist patients and families in resolving problems.
- Conveys a positive, professional demeanor when interacting with patients, families, and coworkers.
- Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
- Ability to work with diverse internal and external constituencies.
- Demonstrates and personifies the ability to pay attention to detail and accuracy.
- Excellent Interpersonal skills, collaboration, teamwork, and communication.
- Strong organizational skills and the ability to prioritize tasks and commitments.
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