Sr Patient Experience Representative- Neurology

Myana; Boston (PA); Hybrid; USD 52,000 - 67,000; Full time

Benefits offered by this job

Sign-on bonus

Hybrid work

Job summary

Myana is seeking a Senior Patient Experience Representative to optimize the patient journey by monitoring clinic activity, resolving scheduling issues, triaging calls, and supporting training initiatives.

This hybrid role emphasizes strong communication, problem solving, and teamwork across admissions, registration, and operations, with a $2,000 sign-on bonus.

Qualifications

• High school education required.
• Minimum 1 year experience as a PER or related healthcare role.
• Ability to communicate effectively and show empathy in difficult situations.
• Ability to work with diverse internal and external constituencies.

Responsibilities

• Customer Service: assist patients, families, and visitors; answer policy questions; greet, screen, and direct patients.
• Patient Registration/Admissions/Discharge: verify and record patient and insurance info; collect co-pays and prepare deposits.
• Scheduling: schedule visits and procedures; manage daily flow; communicate with staff.
• Patient Flow Coordination: participate in shift handoffs and team huddles.
• Administration: manage calendars, triage calls, organize records and documents.
• Training: train staff on systems and procedures; share updates; help with workflow issues.
• Technology: use office systems and enroll patients in portals.
• Process Improvement: support and implement improvement initiatives.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Multitasking

Education

High school diploma

Job description

Job Posting Description

Position summary

The Senior PER ensures an optimal patient experience by monitoring clinic activity, resolving service and scheduling issues, and managing daily schedules. They provide high-level customer service, obtain necessary authorizations, triage calls, support emergency communication, and assist with training initiatives. They demonstrate strong problem-solving, multitasking, and contribute to continuous process improvement efforts.

Key responsibilities

1. Customer Service
   • Provides effective service to patients, families, and visitors.
   • Answers questions on policies and procedures; resolves complex issues.
   • Greets, screens, registers, and directs patients.
   • Coordinates with providers on patient issues.
   • May rotate in call center settings.
2. Patient Registration/Admissions/Discharge
   • Verifies and records patient, insurance, and referral info.
   • Collects co-pays, reconciles payments, and prepares deposits.
   • Prepares records, forms, and required documentation.
   • Supports billing, authorizations, and reimbursement processes.
   • Serves as a resource on policies and procedures.
3. Scheduling
   • Schedules visits and procedures across departments.
   • Manages daily flow and communicates with staff to maintain efficiency.
4. Patient Flow Coordination
   • Participates in shift handoffs and team huddles.
5. Administration
   • Manages calendars, meetings, and events.
   • Provides clerical support and triages calls.
   • Organizes records, supplies, and forms for visits.
   • Coordinates with departments and processes mail, documents, and prescriptions.
6. Training
   • Trains and cross-trains staff on systems and procedures.
   • Shares updates and resolves workflow issues.
   • Acts as a resource on operations and billing.
7. Technology
   • Uses office systems and hospital applications.
   • Enrolls patients in portals.
8. Process Improvement
   • Supports and implements process improvement initiatives.

Minimum qualifications

Education:

• A high school level of education.

Experience:

• Minimum of 1 year as a PER 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.
• Able to successfully complete tasks as requested. Help from an expert may be required from time to time can discuss the application and implications of changes to processes, policies, and procedures in patient experience.
• Understands needs and takes a proactive approach to meeting their needs in an effective and timely manner. Uses non-technical language skillfully to ensure effective communication with customers from all levels of understanding.
• Builds and maintains effective working relationships.
• 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.

Schedule: M-F. Hybrid.

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates).