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Children's Hospital Boston Patient Experience Representative - Orthopedic Surgery & Research in Boston, Massachusetts

73245BRJob Posting Title:Patient Experience Representative - Orthopedic Surgery & ResearchDepartment:Orthopedic Surgery and Research AutoReqId:73245BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:Administration, Hospital Operations, Nursing SupportJob Posting Description:

Orthopedic Surgery & Research Department

Flexibility is needed for staggered start times 6:30am-9:30am *8 hour shifts.

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

Patient Experience Representative (other hospitals may call this a Unit Coordinator)

  1. Customer Service

a. Demonstrates positive and effective customer service that supports departmental and hospital

operations and administrative tasks.

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.

  1. 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.

  1. 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.

  1. Patient Flow Coordination

a.Prepares for and attends shift handoffs and team huddles.

  1. 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.

Education: High-school or GED diploma

Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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.

Unit coordinator. Medical secretary. Emergency Medicine. Emergency Department. Administrative

Office/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Onsite Only