Lead Patient Experience Representative- Ophthalmology

Customer Service

• Demonstrates positive and effective customer service
• Responds to routine inquiries about hospital protocol, policies, and procedures
• Greets, screens, registers, and directs patients, families, and visitors
• Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues

Patient Registration/Admissions/Discharge

• Monitors clinic activity to ensure the best possible patient experience
• Assists with resolving customer service and scheduling issues
• Responds to patients' needs and situations requiring escalated service response
• Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments
• Collects all necessary clinical documentation and information
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system

Scheduling

• Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders
• Obtains required authorizations to compile patient and staff schedules
• Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
• Supports the patient encounter
• Monitors daily schedule and coordinates flow with clinicians /supervisors

Administration

• May maintain personal calendars for physician/supervisor(s)
• Records and forwards messages, triages calls for urgent information or services, initiates call for emergency services
• May collect and organizes medical records, information, materials, and supplies required for appointments
• Communicates with other departments to coordinate ancillary clinical/administrative services
• Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents

Training

• Participates in the development of training programs. Trains clinic staff in department systems, processes, and terminology
• Demonstrates high-level problem-resolution skills
• Provides assistance to other support staff in evaluating and resolving issues

Patient Experience Leadership

• Leads and oversees work of designated patient experience staff
• Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed
• Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues

Technology

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

Process Improvement

• Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement

To qualify, you must have:

• High School Diploma/ GED
• Minimum 2 years of healthcare experience and customer service experience
• Can provide guidance, troubleshoot, and answer questions
• Can perform the actions associated with this skill without assistance. Capable of coaching others
• Utilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness
• Strong computer skills and concepts; proficient with Microsoft Office programs
• Assist patients and families
• Conveys a positive, professional demeanor
• Strong written and verbal communication
• Ability to work with diverse internal and external constituencies
• Strong attention to detail
• Excellent Interpersonal skills, collaboration, and teamwork
• Strong organizational and prioritization skills

Boston Children's Hospital offers competitive compensation and benefits.

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