73471BRJob Posting Title:Call Center Patient Experience Rep (Orthopedics Sports Medicine)Department:Orthopedics - Sports MedicineAutoReqId:73471BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:Administration, Hospital Operations, Nursing SupportJob Posting Description: Orthopedics Sports Medicine - CP Center Call Center hybrid

　　Start times can be 8/8:30am - 4:30/5:00pm

　　$2,000 sign-on bonus (terms/taxes apply)

　　Customer Servicea.Demonstrates positive and effective customer service that supports departmental and hospital

　　operations.

　　b.Interacts and provides positive and effective customer service to patients and families.

　　c. Responds to routine inquiries about hospital protocol, policies, and procedures.

　　d.Involves supervisor to assist with resolution of complex issues.

　　e.Greets, screens, and directs patients, families, and visitors.

　　f. Registers new patients.

　　g.With guidance, collaborates and communicates with referring providers and practices to facilitate

　　management of complex patient issues.

　　h.May be required to rotate in departments with call centers.

　　Patient Registration/Admissions/Dischargea.May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR.

　　b.Monitors clinic activity to ensure the best possible patient experience.

　　c. With guidance, may prepare rooms for examinations and provides assistance to patients

　　according to established procedures and instructions. Cleans and sets up room for examination

　　and prepares routine forms required for appointment.

　　d.Records and processes patient demographics, insurance/payment, and referral information for

　　patient encounters.

　　e.Collects all necessary clinical documentation and information. Transcribes code and patient

　　treatment information into a billing system.

　　f. May collect, record and secure co-payments made by patients/ families. Reconciles payments

　　and prepares deposits providing an accurate accounting of fund. Provides an accurate record of

　　transactions in the Hospital systems.

　　g.Obtains required authorizations, referrals, and verifications of insurance to compile patient and

　　staff schedules.

　　Schedulinga.Under close supervision, schedules patient encounters and procedures to coordinate with and

　　across providers, departments, and institutions.

　　b.Monitors daily schedule and coordinates flow to optimize resource utilization and patient

　　experience. With guidance, communicates with clinicians and/or supervisors and routes

　　patients/visitors to maintain efficient patient/visitor flow.

　　Patient Flow Coordinationa.Prepares for and attends shift handoffs and team huddles.

　　Administration a.Answer, screen, and route telephone calls. Record and forward messages and triage calls forurgent information or services. Respond to requests for routine information or assistance within

　　scope of knowledge and authority. Initiate calls for emergency services as required.

　　b.Maintain personal calendars for physician/supervisor(s).

　　c. Schedule meetings, programs, and events. d.Assist in organizing and scheduling conferences, seminars, and other department-sponsored

　　programs or events. Organizes documents and/or presentations and logistics for meetings,

　　presentations, and events. e.Provide routine clerical support as needed. f. May collect and organizes medical records, information, materials, and supplies required for appointments. g.Prepare requisitions and other standard forms as requested by clinician or supervisor.

　　h.Under close supervision, communicates with other departments to coordinate ancillary

　　clinical/administrative services. i. Open and sorts mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and

　　distributes documents. j. Processes various letters and outside requests and prescription refills.

　　Technology a.Utilizes all office technology, including phone systems, email, Microsoft Office programs, andclinical, scheduling, and billing applications. b.Enrolls patients and caregivers in patient portal.

　　Education: High-school or GED diplomaOffice/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Onsite Only