Please note that this role is in Waltham, MA (free parking)
Infusion CAT/CR
4:00pm-8:00pm

Patient Experience Representative

1. Customer Service a. Interacts and provides positive and effective customer service to patients and families.
b. Responds to routine inquiries about hospital protocol, policies, and procedures. c. Greets and directs patients, families, and visitors. d. Manages large amounts of inbound and outbound calls in a timely manner. e. 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 a. May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR. b. Create patient encounter in EHR. c. Accurately collects, verifies, and records all patient demographic and insurance information required for the admission and billing of hospital services in EHR system. d. Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral are coordinated through the appropriate insurance provider and payer(s). e. May be required to document all Prior Authorizations and/or Referral in EHR (setting dependent). f. Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance policy. g. Ensures that the patient is escorted to the appropriate area upon completion of the registration process. h. Generates patient labels and identification bracelets. i. May be required to collect, record and secure co-payments made by patients/ families (setting dependent). j. May be required to prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process (setting dependent). k. May be required to call PCP offices to notify them of admissions in the ED/ICU (setting dependent). l. Notify unit of patient arrival. m. Process patient transfer/discharge paperwork. n. Update information boards. o. Request an ambulance pick up. Assist with registering ambulances as required. p. Validate patient parking. q. Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information. 3. Scheduling a. 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). b. Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations. c. Monitors daily schedule and coordinates flow with clinicians /supervisors. d. May be required to enter referrals (setting dependent). e. Obtain required authorizations to compile patient and staff schedules. f. May be required to assist with direct admissions to ancillary clinics (setting dependent). 4. Patient Flow Coordination a. Prepares for and attends shift handoffs and team huddles. 5. Administration a. Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate calls for emergency services as required.

Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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.