Job Information
Children's Hospital Boston Patient Experience Representative II- Otolaryngology- 7:30-4pm in Boston, Massachusetts
74499BRJob Posting Title:Patient Experience Representative II- Otolaryngology- 7:30-4pmDepartment:Otolaryngology and Communication EnhancementAutoReqId:74499BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description: This hybrid PERII position will primarily be patient facing and support all registration services that occur in the Balance and Vestibular program in Waltham. This position will also work closely with Balance and Vestibular administrative Program Coordinators to provide general administrative support for this program as well.
PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions
Internal employees are not eligible
Principal Duties and Responsibilities
Customer Service
Interacts and provides positive and effective customer service to patients and families.
Response to routine inquiries about hospital protocol, policies and procedures.
Greets and directs patients, families, and visitors.
Manage large amounts of inbound and outbound calls in a timely manner.
Provides accurate information to a peers/employees, directions and/or guidance and follows up promptly to ensure that needs have been met.
Administrative:
Maintains personal calendars for physician/supervisor(s).
Schedules meetings, programs and events.
Records and forwards messages, triages call for urgent information or services, initiates call for emergency services.
Provides routine clerical support as needed.
Process Improvement:
Actively contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement.
Assists in implementing change in internal systems and procedures.
Patient Flow Coordination
Prepares for, and attends shift handoffs and team huddles.
Answer, screen and route telephone calls. Record and forward messages and triage call for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate call for emergency services as required.
Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
Activate overhead announcements (Admissions, Code Blues, Staff Assists).
Utilizes all office technology including phone systems, email, Microsoft office programs, clinical, scheduling, billing applications.
May assist to enroll patients and caregivers in patient portal.
May require proficiency in multiple systems/multiple visit types.
Process Improvement
Demonstrates interest and the ability to actively participates in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
Assists with implementing change with internal systems and procedure.
Schedule: M-F 7:30am-4pm
Education
Required Education
High School Diploma / GED
Work Experience
Internal: Minimum 6 months as a PER;
External: Minimum of 6 months relevant healthcare experience.
Office/Site Location:WalthamRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid