Call Center Patient Experience Rep (Orthopedics Sports Medicine)

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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.

Orthopedics Sports Medicine - CP Center Call Center Flexibility is needed for staggered start times 6:30am-9:30am *8 hour shifts.

$2,000 sign-on bonus (terms/taxes apply)

1. Customer Service a.Demonstrates positive and effective customer service that supports departmental and hospital operations. b.Interacts and provides positive and effective customer service to patients and families. c. Responds to routine inquiries about hospital protocol, policies, and procedures. d.Involves supervisor to assist with resolution of complex issues. e.Greets, screens, and directs patients, families, and visitors. f. Registers new patients. g.With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues. h.May be required to rotate in departments with call centers. 2. Patient Registration/Admissions/Discharge a.May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR. b.Monitors clinic activity to ensure the best possible patient experience. c. With guidance, may prepare rooms for examinations and provides assistance to patients according to established procedures and instructions. Cleans and sets up room for examination and prepares routine forms required for appointment. d.Records and processes patient demographics, insurance/payment, and referral information for patient encounters. e.Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system. f. May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions in the Hospital systems. g.Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. 3. Scheduling a.Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions. b.Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow. 4. Patient Flow Coordination a.Prepares for and attends shift handoffs and team huddles. 5. Administration a.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. b.Maintain personal calendars for physician/supervisor(s). c. Schedule meetings, programs, and events. d.Assist in organizing and scheduling conferences, seminars, and other department-sponsored programs or events. Organizes documents and/or presentations and logistics for meetings, presentations, and events. e.Provide routine clerical support as needed. f. May collect and organizes medical records, information, materials, and supplies required for appointments. g.Prepare requisitions and other standard forms as requested by clinician or supervisor. h.Under close supervision, communicates with other departments to coordinate ancillary clinical/administrative services. i. Open and sorts mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and distributes documents. j. Processes various letters and outside requests and prescription refills. 6. Technology a.Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications. b.Enrolls patients and caregivers in patient portal.

Education: High-school or GED diploma

Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.

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.