Temporary Patient Access Liaison - remote

Boston Children’s Hospital; Boston (MA); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Temporary Patient Access Liaison to enhance patient scheduling and access services. This fully remote role requires excellent customer service skills and the ability to handle patient inquiries effectively. You will be responsible for providing a seamless appointment experience and ensuring patient satisfaction through centralized scheduling. The ideal candidate will have experience in a call center or healthcare environment, along with familiarity with scheduling software. Join a team dedicated to delivering exceptional patient care and making a meaningful impact in the healthcare sector.

Qualifications

• 1+ years of customer service experience, preferably in healthcare.
• High school diploma or GED required.

Responsibilities

• Provide centralized scheduling services for patient access.
• Interact with patients to clarify information and schedule services.
• Register patients and gather information for services.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma or GED

Tools

Epic Scheduling

Power Chart Medical Records

CISCO Call Center Software

Microsoft Office Suite

Job description

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. The Shared Patient Access Center handles 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.

Fully remote position, prefer candidates located in the New England area.

*This position is fully remote and will work Monday through Friday 11:30 am to 8:00 pm

The Temporary Patient Access Liaison will:

1. Provide centralized scheduling services for the Shared Patient Access Center/Call center. Perform tasks to meet patient access, scheduling, and patient satisfaction goals.
2. Interact with patients and families via telephone to provide information in response to inquiries. Identify caller’s needs, clarify information, and provide centralized registration and scheduling for service options of primary care and specialty care.
3. Register patients by collecting patient and insurance information.
4. Gather pertinent information for prescription and refill requests.
5. Receive routine complaints and issues during telephone calls. Reply with the appropriate predetermined response. Elevate non-routine issues to POD supervisor for further action.
6. Attend and participate in team meetings as required. Contribute by making suggestions for process improvements.

Candidates should have:

1. One year of related experience, i.e., customer service experience, preferably in a call center environment or healthcare setting.
2. High-school diploma or GED.
3. Experience with Epic Scheduling and Power Chart Medical Records data preferred.
4. Experience with CISCO call center software preferred.
5. Basic knowledge of Microsoft Office Suite.