Patient Experience Representative (Gastroenterology)

Boston Children's Hospital; Boston (MA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Flexible schedules

Health, vision and dental insurance

Child care subsidies

Student loan subsidies

Generous time off

403(b) Retirement Savings plan

Pension

Tuition reimbursement

License and Certification Reimburse- m

Cell phone plan discounts

T-passes discounts

Job summary

Boston Children’s Hospital is seeking an administrative support professional to improve the patient experience by coordinating services, registrations, and scheduling. Under supervision, you will assist with admissions, insurance verifications, and maintaining accurate patient information in the EHR system.

The role emphasizes strong customer service, efficiency in handling high-volume calls, and collaboration with clinical teams to ensure smooth patient care and timely processing of admissions

Qualifications

• Customer service experience in a clinical or hospital setting.
• Experience coordinating schedules and patient flow.
• Familiarity with EMR/EHR systems and hospital protocols.

Responsibilities

• Interact with patients and families to provide positive service.
• Coordinate patient registration, admissions, and discharge processes.
• Schedule appointments and manage patient flow with clinicians.
• Assist with shift handoffs and team communications.

Skills

Customer service

Scheduling

EMR/EHR familiarity

Communication

Education

High-school diploma or GED

Job description

Position Summary:

Works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

Customer Service

• Interacts and provides positive and effective customer service to patients and families.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Greets and directs patients, families, and visitors.
• Manages large amounts of inbound and outbound calls in a timely manner.
• Provides accurate information, directions, and/or guidance to peers/employees and follows up promptly to ensure that needs have been met.

2. Patient Registration/Admissions/Discharge

• May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR.
• Create patient encounter in EHR.
• Accurately collects, verifies, and records all patient demographic and insurance information required for the admission and billing of hospital services in EHR system.
• Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral are coordinated through the appropriate insurance provider and payer(s).
• May be required to document all Prior Authorizations and/or Referral in EHR (setting dependent).
• Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance policy.
• Ensures that the patient is escorted to the appropriate area upon completion of the registration process.
• Generates patient labels and identification bracelets.
• May be required to collect, record and secure co-payments made by patients/ families (setting dependent).
• May be required to prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process (setting dependent).
• May be required to call PCP offices to notify them of admissions in the ED/ICU (setting dependent).
• Notify unit of patient arrival.
• Process patient transfer/discharge paperwork.
• Update information boards.
• Request an ambulance pick up. Assist with registering ambulances as required.
• Validate patient parking.
• Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information.

3. Scheduling

• May be required to schedule/Cancel/reschedule patient appointments, including but not limited to tests or procedures for patients such as lab work or x-rays, orders, and hospital outpatient visits (setting dependent).
• Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations.
• Monitors daily schedule and coordinates flow with clinicians /supervisors.
• May be required to enter referrals (setting dependent).
• Obtain required authorizations to compile patient and staff schedules.
• May be required to assist with direct admissions to ancillary clinics (setting dependent).

4. Patient Flow Coordination

• Prepares for and attends shift handoffs and team huddles.

Minimum Qualifications

Education: High-school and/or GED required

The posted pay range is Boston Children's reasonable and good-faith expectation for this pay at the time of posting.

Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes 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.