Patient Experience Representative (hybrid) Developmental Medicine

As an integral part of the Division of Developmental Medicine, the mission of the Developmental Medicine Center is to improve the lives of infants, children, and adolescents who face developmental and behavioral challenges and to support their families throughout their child's life span. Our goal is to create models of collaborative care that integrate world class clinical service, cutting edge research, and innovative training programs. This will lead to better diagnostic tools and treatments, improved quality of life, and ultimately cures for developmental and behavioral disorders.

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.

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.