78931BRJob Posting Title:Patient Experience Representative II (Endocrinology)Department:Pediatrics-Endocrinology AutoReqId:78931BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description:The Patient Experience Rep (PER) II will be responsible for:

• Customer Service

• Demonstrating positive and effective customer service.

• Interacting and providing positive and effective customer service to patients and families.

• Assisting with resolution of complex issues. Involving supervisor when appropriate.

• Registering new patients.

• Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.

• May be required to rotate within department as needed.

• Patient Registration/Admissions/Discharge

• Assisting with resolving customer service and scheduling issues.

• Verifying, recording and processing patient demographics, insurance/payment, and referral information.

• Obtaining required authorizations, referrals, and verifications of insurance.

• May assist in support or training.

• Scheduling

• Scheduling patient encounters and procedures to coordinate with and across providers, departments, and institutions.

• Monitoring daily schedule and coordinates flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routes patients/visitors

to maintain efficient patient/visitor flow.

• Patient Flow Coordination

• Preparing for and attending shift handoffs and team huddles.

• Administration

• Answering, screening, and routing telephone calls. Recording and forwarding messages and triages calls for urgent information or services.

• Responding to requests for routine information or assistance within scope of knowledge and authority. Initiating call for emergency services as required.

• Maintaining personal calendars for physician/supervisor(s).

• Scheduling meetings, programs, and events.

• Providing routine clerical support as needed.

• May collect and organize medical records, information, materials, and supplies required for appointments.

• Preparing requisitions and other standard forms as requested by clinician or supervisor. Communicating with other departments to coordinate ancillary clinical/administrative services.

• Opening and sorting mail, delivering and retrieving patient records, photocopy materials, sorting, collating and distributing documents.

• Processing various letters and outside requests and prescription refills.

• Technology

• Utilizing all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.

• Enrolling patients and caregivers in patient portal.

• Process Improvement

• Demonstrating interest and the ability to participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.

• Assisting with implementing change with internal systems and procedures.

To qualify, you must have:

• High School Diploma/GED

• Minimum of 6 months relevant healthcare experience

• Strong knowledge and understanding of computer skills and concepts; proficient with Microsoft Office programs.

• Makes use of customer service knowledge to assist patients and families in resolving problems.

• Conveys a positive, professional demeanor when interacting with patients, families, and coworkers.

• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.

• Ability to work with diverse internal and external constituencies.

• Demonstrates and personifies the ability to pay attention to detail and accuracy.

• Excellent Interpersonal skills, collaboration, teamwork, and communication.

• Strong organizational skills and the ability to prioritize tasks and commitments.

Boston Children’s Hospital offers competitive compensation and benefits.Office/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid