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Patient Experience Representative- Ophthalmology

Job Posting Description
At Boston Children’s Hospital, success is measured in patients treated, parents comforted and teams taught. It’s in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Ophthalmology Clinic and discover how your talents can change lives. Yours included.
The Patient Experience Representative will be responsible for:
Patient Encounter Management:
Providing positive and effective customer service that supports unit operations
Collaborating with referring providers and practices
Obtaining required authorizations to compile patient and staff schedules
Scheduling patients and supporting the entire patient encounter
Check In/Check Out:
Greeting and directing patients, families and visitors
Monitoring daily schedule and coordinating flow with clinicians/supervisor
Reconciling payments and preparing deposits, providing record of transactions in Hospital systems
Facilitating and directing communication with Financial Counseling
Maintaining personal calendars for physician/supervisor(s)
Scheduling meetings, programs and events
Recording and forwarding messages, triaging calls for urgent information or services, initiating calls for emergency services
Providing routine clerical support as needed
Process Improvement:
Actively contributing to departmental and organizational initiatives and projects with a focus on continuous process improvement
Assisting in implementing change in internal systems and procedures
To qualify, you must have:
High School Diploma/GED required, Bachelor’s degree preferred
Previous customer service or administrative experience preferred
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
This position is based in Boston, but includes regularly scheduled rotating shifts at our Ophthalmology Offices in Waltham and Mass Eye & Ear Boston. It also includes a Saturday shift in Waltham and/or Boston ~ every 2-3 months. In addition, this PER may be asked to cover our front desk in our Worcester or Sandwich, MA location (on a rotating basis), should the need arise.
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 offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.
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.
Regular, Temporary, Per Diem
Standard Hours per Week40
Office/Site Location
Job CategoryAdministration