73485BRJob Posting Title:Patient Experience Representative (Center for Airway Disorders)Department:Otolaryngology and Communication EnhancementAutoReqId:73485BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:Human ResourcesJob Posting Description:PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)

　　The Center for Airway Disorders (CAD) at Boston Children’s Hospital is one of the largest and most experienced centers treating infants, children, and young adults with airway problems. Established in 2000 as a collaboration between specialists in otolaryngology, pulmonology, and gastroenterology, today the CAD draws from the expertise of 12 departments. As a result, we provide the most comprehensive treatment for children with complex airway, pulmonary, and digestive disorders. Learn more about the Center for Airway Disorders here (https://www.childrenshospital.org/programs/center-airway-disorders) .

　　The Patient Experience Representative I will be responsible for:

　　Customer Service:

　　Demonstrating positive and effective customer service that supports the department.

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

　　Greeting, screening and directing patients, families and visitors.

　　Registering new patients.

　　May be required to rotate in departments with call centers.

　　Patient Registration/Discharge:

　　Monitoring clinic activity to ensure the best possible patient experience.

　　Recording and processing patient demographics, insurance/payment, and referral information for patient encounters.

　　Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into billing system.

　　Obtaining required authorizations, referrals and verifications of insurance to compile schedules.

　　Scheduling:

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

　　Monitoring daily schedule and coordinating flow to optimize patient experience.

　　Administration:

　　Assisting in the coordination of care for patients including scheduling evaluations and appointments within and outside of the Center for Airway Disorders (CAD), including clinic appointments with other specialties, imaging, and other studies.

　　Assisting families via phone and via patient portal to answer questions and ensure all necessary appointments are scheduled.

　　Working with patients’ assigned medical team, providers and Hospital departments to promote continuity and coordination of care.

　　Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or services. Responding to requests for routine information or assistance. Initiating calls for emergency services as required.

　　Managing providers’ calendars, including meeting coordination and updating away/out of office schedules.

　　Scheduling meetings, programs and events.

　　Providing routine clerical support as needed.

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

　　Communicating with other departments to coordinate ancillary clinical/administrative services.

　　Technology:

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

　　Enrolling patients and caregivers in patient portal.

　　To qualify, you must have:

　　High school diploma / GED required.

　　Basic customer service and computer skills and ability to navigate complex systems.

　　Previous customer service and/or administrative experience preferred.

　　Ability to work with diverse internal and external constituencies.

　　Demonstrates the ability to pay attention to detail and accuracy.

　　Interpersonal skills, collaboration and communication.

　　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. Office/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid