Patient Access Liaison- Sports Medicine

Boston Children's Hospital; Waltham (MA); Hybrid; USD 25,000 - 36,000; Full time

Job summary

Boston Children’s Hospital seeks a Patient Access Liaison to provide centralized scheduling and registration for its Specialty Department Contact Center. You will respond to caller questions, verify information, and arrange appointments for primary and specialty care, elevating the patient experience with accuracy and empathy.

This Monday–Friday role is hybrid after training, with on-site onboarding. You will collect patient and insurance details, support prescription and refill requests, and

Qualifications

• High School Diploma or GED required.
• 1 year of related experience in customer service or healthcare call center preferred.
• Schedule: Monday–Friday, Hybrid after training.

Responsibilities

• Provides centralized scheduling for BCH Specialty Department Contact center.
• Interacts with patients and families by telephone to provide information and schedule services.
• Registers patients by collecting patient and insurance information.
• Gathers information for prescription and refill requests.
• Handles routine inquiries and escalates non-routine issues to a supervisor.
• Attends and contributes to team meetings and suggests process improvements.

Skills

Customer service

Call center experience

Education

High School Diploma/GED

Job description

Position Summary / Department Summary

Patient Access Liaisons (PAL) provide centralized scheduling services related to patient access, scheduling, and support to assure effective and efficient delivery of health care services, always striving towards a patient experience of excellence. Our BCH Specialty Department Contact centers handle patient access requests for Boston Children’s Hospital patients. The Patient Access Liaisons (PAL) offer a one-of-a-kind appointment experience elevating patient satisfaction. The positions in this job family will work directly with the caller to respond to various questions and issues, resulting in proficiency, accuracy, and quality of patient service care.

Key Responsibilities

• Provides centralized scheduling services for a BCH Specialty Department Contact center. Performs tasks to meet patient access, scheduling, and patient satisfaction goals.
• Interacts with patients and families via telephone to provide information in response to inquiries. Identify caller’s needs, clarifies information, and provides centralized registration and scheduling for service options of primary care and specialty care.
• Registers patients by collecting patient and insurance information.
• Gathers pertinent information for prescription and refill requests.
• Receives routine complaints and issues during telephone calls. Replies with the appropriate predetermined response. Elevates non-routine issues to supervisor for further action
• Attends and participates in team meetings as required. Contributes by making suggestions for process improvements

Minimum Qualifications

Education

High School Diploma / GED required.

Experience

1 year of related experience, i.e., customer service experience, preferably in a call center environment or healthcare setting.

Schedule

Monday-Friday, Hybrid after training.