76905BRJob Posting Title:Sr. Patient Experience Representative (onsite, Jamaica Plain)Department:Ambulatory Services- Martha Eliot Health CentersAutoReqId:76905BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description: 100% onsite at Martha Eliot Health Center in Jamaica Plain M-F 8:30am - 5pm, will require rotating to late shift one to two Thursdays a month will be late shift 10:30am - 7pm Bilingual (English/Spanish) strongly preferred The Sr. Patient Experience Representative will be responsible for: + Demonstrates positive and effective customer service that supports departmental and hospital operations to patients and families. + Greets, screens, and directs patients, families, and visitors. Registers new patients. + Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues. Patient Registration/Admissions/Discharge + May be required to collect height, weight, and temperature and answer questionnaires in EMR. + Monitors clinic activity to ensure the best possible patient experience. + May prepare rooms for examinations and provides assistance to patients according to established procedures. Cleans and sets up room for examination and prepares routine forms required for appointment. + Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments. + Collects all necessary clinical documentation and information. + May transcribe code and patient treatment information into billing system. + Collects, compiles, and forwards related documentation for reimbursement and/or referral coordinated through the appropriate insurance provider and payer(s). + Obtains and records required authorizations on electronic or manual scheduling systems to compile and distribute patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system. + May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. + Facilitates and directs communication with Financial Counsel. Scheduling- + Schedules patient encounters and procedures to coordinate within and across providers, departments, and institutions. + Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. Communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow. Administration- + May maintain personal calendars for physician/supervisor(s). + Schedules meetings, programs, and events. + 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. + Collects and organizes medical records, information, materials, and supplies required for admissions or appointments. + Communicates with departments to coordinate ancillary clinical/administrative services. + Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents. + Processes various letters and outside requests and prescription refills. Technology + Utilizes technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications. + Enrolls patients and caregivers in patient portal. To qualify, you must have: + High School Diploma or GED required + Minimum 1 year of administrative, front desk or related healthcare experience required + Bilingual (English/Spanish) strongly preferred + Builds and maintains effective working relationships + Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations + Ability to work with diverse internal and external constituencies BCH offers competitive compensation and unmatched benefits #LI-POST Office/Site Location:Jamaica PlainRegular, Temporary, Per Diem:Regular Remote Eligibility :Onsite Only