Address 02298 Boston, Massachusetts, United States
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The Lead PER shall be responsible for:
Customer Service
Demonstrates positive and effective customer service
Responds to routine inquiries about hospital protocol, policies, and procedures
Greets, screens, registers, and directs patients, families, and visitors
Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues
Patient Registration/Admissions/Discharge
Monitors clinic activity to ensure the best possible patient experience
Assists with resolving customer service and scheduling issues
Responds to patients’ needs and situations requiring escalated service response
Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments
Collects all necessary clinical documentation and information
Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system
Scheduling
Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders
Obtains required authorizations to compile patient and staff schedules
Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
Supports the patient encounter
Monitors daily schedule and coordinates flow with clinicians /supervisors
Administration
May maintain personal calendars for physician/supervisor(s)
Records and forwards messages, triages calls for urgent information or services, initiates call for emergency services
May collect and organizes medical records, information, materials, and supplies required for appointments
Communicates with other departments to coordinate ancillary clinical/administrative services
Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents
Training
Participates in the development of training programs. Trains clinic staff in department systems, processes, and terminology
Demonstrates high-level problem-resolution skills
Provides assistance to other support staff in evaluating and resolving issues
Patient Experience Leadership
Leads and oversees work of designated patient experience staff
Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed
Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues
Technology
Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications
Process Improvement
Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement
To qualify, you must have:
High School Diploma/ GED
Minimum 2 years of healthcare experience and customer service experience
Can provide guidance, troubleshoot, and answer questions
Can perform the actions associated with this skill without assistance. Capable of coaching others
Utilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness
Strong computer skills and concepts; proficient with Microsoft Office programs
Assist patients and families
Conveys a positive, professional demeanor
Strong written and verbal communication
Ability to work with diverse internal and external constituencies
Strong attention to detail
Excellent Interpersonal skills, collaboration, and teamwork
Strong organizational and prioritization skills
Boston Children’s Hospital offers competitive compensation and benefits.