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Children's Hospital Boston Senior Patient Experience Representative (Phlebotomy) in Boston, Massachusetts

74313BRJob Posting Title:Senior Patient Experience Representative (Phlebotomy)Department:Lab Medicine-PhlebotomyAutoReqId:74313BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:Laboratory MedicineJob Posting Description:Probable Schedule: Monday - Friday, 9:00a - 5:30p. 100% onsite.

The Senior Patient Experience Representative will be responsible for:

  • Customer Service:

  • Demonstrating positive and effective customer service that supports departmental and hospital operations.

  • Greeting, screening and directing patients, families and visitors.

  • Registering new patients.

  • Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.

  • Patient Registration/Admissions/Discharge:

  • Monitoring clinic activity to ensure the best possible patient experience.

  • Assisting with resolving customer service and scheduling issues.

  • Responding to patients’ concerns and needs, offering the best possible options and resolution to patient concerns in accordance with best practices and procedures.

  • Responding to situations requiring escalated service response.

  • May prepare rooms for examinations, collect height, weight and temperature, and answer questions in EMR.

  • Collecting all necessary clinical documentation and information.

  • Verifying, recording and processing patient demographics, insurance/payment and referral information for patient appointments.

  • Collecting, compiling and forwarding related documentation for reimbursement and/or referral information.

  • Obtaining and recording required authorizations and documenting all prior authorizations and referrals in appropriate system.

  • Scheduling:

  • Scheduling patient encounters and procedures to coordinate within and across providers, departments and institutions.

  • Monitoring daily schedule and coordinating flow to optimize patient experience.

  • Administration:

  • Scheduling meetings, programs and events.

  • Recording and forwarding messages, triaging calls for information or services, initiating call for emergency services.

  • Providing routine clerical support as needed.

  • Collecting and organizing medical records, information and supplies for required for appointments.

  • Communicating with other departments to coordinate ancillary services.

  • Training:

  • Training, orienting and cross-training clinic staff on department systems, processes and terminology.

  • Ensuring staff is informed regarding customer service, IT system, policy and procedure changes.

  • Providing assistance to other support staff in evaluating and resolving issues.

  • Serving as a resource on operations and procedures, payer and billing requirements.

  • Technology:

  • Utilizing all office technology, including phone systems, email, Microsoft Office and clinical, scheduling and billing applications.

  • Enrolling patients and caregivers in patient portal.

To qualify, you must have:

  • High School Diploma/GED required

  • Minimum of 1 year as a Patient Experience Representative or related healthcare experience.

  • Can perform the actions associated with this skill without assistance. Is considered "a person to ask" when difficult questions arise. Capable of coaching others by translating complex nuances into easy-to-understand terms.

  • 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 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.

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