Patient Experience Representative (Orthopedics Surgery & Research)
Boston, MA, United States
Job Summary
Orthopedic Surgery and Research
Flexibility is needed for staggered start times 6:30am-9:30am *8 hour shifts.
$2,000 sign-on bonus (terms/taxes apply).
1. Customer Service
a.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.
2. Patient Registration/Admissions/Discharge
a.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.
3. Scheduling
a.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.
4. Patient Flow Coordination
a.Prepares for and attends shift handoffs and team huddles.
5. Administration a.Answer, screen, and route telephone calls. Record and forward messages and triage calls for
urgent 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.
6. Technology a.Utilizes all office technology, including phone systems, email, Microsoft Office programs, and
clinical, scheduling, and billing applications. b.Enrolls patients and caregivers in patient portal.
Education: High-school or GED diploma
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