Patient Access Liaison - Orthopedics Sports Med (Waltham)
Boston Children's HospitalAbout the role
Status
Full-Time
Standard Hours per Week
40
Job Posting Category
Administration
Job Posting Description
Position Summary/ Department Summary:
Patient Access Liaisons (PAL) provide centralized scheduling services related to patient access, scheduling, and support to assure effective and efficient delivery of health care services, always striving towards a patient experience of excellence. The Shared Patient Access Center handles patient access requests for Boston Children’s Hospital patients. The Patient Access Liaisons (PAL) offer a one-of-a-kind appointment experience elevating patient satisfaction. The positions in this job family will work directly with the caller to respond to various questions and issues, resulting in proficiency, accuracy, and quality of patient service care.
Key Responsibilities:
- Provides centralized scheduling services for a BCH Specialty Department Contact center. Performs tasks to meet patient access, scheduling, and patient satisfaction goals.
- Interacts with patients and families via telephone to provide information in response to inquiries. Identify caller’s needs, clarifies information, and provides centralized registration and scheduling for service options of primary care and specialty care.
- Registers patients by collecting patient and insurance information.
- Gathers pertinent information for prescription and refill requests.
- Receives routine complaints and issues during telephone calls. Replies with the appropriate predetermined response. Elevates non-routine issues to supervisor for further action.
- Attends and participates in team meetings as required. Contributes by making suggestions for process improvements.
Minimum Qualifications
Education:
- High-school diploma or GED.
Experience:
- One (1) year of related experience, i.e., customer service experience, preferably in a call center environment or healthcare setting required.
- Scheduling experience in a healthcare setting preferred.
- Experience with Epic Scheduling and Power Chart Medical Records data preferred.
- Experience with CISCO call center software preferred
Office/Site Location
Waltham
Regular, Temporary, Per Diem
Regular
Remote Eligibility
Part Remote/Hybrid
Pay Range
$19.06-$27.64 Hourly
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