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Children's Hospital Boston Patient Experience Representative (Primary Care Call Center) in Boston, Massachusetts

60942BRTitle:Patient Experience Representative (Primary Care Call Center)Department:Medicine-General PediatricsAutoReqId:60942BRStatus:Full-TimeStandard Hours per Week:40 Job Category:AdministrationJob Posting Description:At Boston Children’s Hospital, the quality of our care – and our inclusive hospital working environment – lies in the diversity of our people. With patients from local communities and 160 countries around the world, we’re committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.

The Patient Experience Representative will be responsible for:

  • Administrative:

  • Answering calls for a call center that handles between 2,500 – 4,500 calls weekly

  • Registering new patients; collecting and verifying demographics and insurance information

  • Assisting with the scheduling/cancelling of appointments

  • Appropriately triaging incoming calls

  • Processing prescription requests

  • Recording/forwarding messages to appropriate parties when necessary

  • Providing copies of physicals/immunizations when requested

  • Providing positive and effective customer services that supports departmental and hospital operations

  • Collaborating and communicating with providers and practices to facilitate the management of complex patient issues

  • Process Improvement:

  • Actively contributing to departmental and organizational initiative & projects with a focus on continuous process improvement

To qualify, you must have:

  • High school diploma/GED required, Bachelor’s degree preferred

  • Previous customer service or administrative experience preferred

  • 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

  • Bilingual language (Spanish) skills a plus

Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.

Boston Children’s Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.

Boston Children’s Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.

Office/Site Location:BostonRegular, Temporary, Per Diem:Regular

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