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Job description
Patient Experience Rep I - Ophthalmology (Worcester & Needham)Join Boston Children's Hospital's nationally recognized Department of Ophthalmology, a leader in pediatric eye care, research, and innovation. Our team provides expert care for children with a wide range of vision and eye conditions while embracing a patient- and family-centered approach that puts children and families at the heart of every decision.As a Patient Experience Representative, you will help create a positive experience for patients and families while supporting our Ophthalmology practices in Needham and Worcester. This role requires weekly travel between both locations, which offer free parking. Typical hours are 7:00 a.m. to 3:30 p.m., Monday-Friday, with some flexibility. If you thrive in a collaborative, mission-driven environment and enjoy helping families navigate their healthcare journey, we'd love to hear from you.Key Responsibilities:Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issuesGreets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portalCollaborates with referring providers and practices to manage complex patient issues; may rotate in call centersSchedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experiencePrepares for and attends shift handoffs and team huddlesPrepares examination rooms, assists patients, and ensures routine forms are ready for appointmentsCollects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verificationsCollects co-payments, reconciles deposits, and provides accurate records in hospital systemsTranscribes treatment and billing data; communicates with other departments for clinical and administrative servicesAnswers, screens, and routes calls; triages urgent calls and initiates emergency services when requiredMaintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentationsProcesses prescription refills, letters, and external requestsParticipates in process improvement initiatives and supports internal changes to systems and proceduresMinimum Qualifications Education:High School Diploma/ GEDExperience:Basic customer service and computer skills.Makes use of customer service knowledge to assist patients and families in resolving problems.Conveys a positive 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 the ability to pay attention to detail and accuracy.
Worksite address
worcester, MA, 01602, US
Who can apply
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