Patient Access Liaison - Ambulatory Services (remote)

Boston Children's Hospital - Peabody, MA

Full-time - Entry Level

Remote - Peabody, MA

Hospitals

About the position

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 Access Liaison (PAL) provides 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 Patient Access Center handles patient access requests for BCH patients. The PAL offers 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. The Patient Access Liaison will be responsible for providing centralized scheduling services for the Patient Access Center, performing tasks to meet patient access, scheduling, and patient satisfaction goals. This role involves interacting with patients and families via telephone to provide information in response to inquiries, identifying caller's needs, clarifying information, and providing centralized registration and scheduling for service options of primary care and specialty care. The PAL will also register patients by collecting patient and insurance information, gather pertinent information for prescription and refill requests, and handle routine complaints and issues during telephone calls, replying with the appropriate predetermined response and elevating non-routine issues to the POD supervisor for further action. Additionally, the PAL will attend and participate in team meetings as required, contributing by making suggestions for process improvements.

Responsibilities

• Provides centralized scheduling services for the Patient Access 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.
• Identifies 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 and replies with the appropriate predetermined response.
• Elevates non-routine issues to POD supervisor for further action.
• Attends and participates in team meetings as required.
• Contributes by making suggestions for process improvements.

Requirements

• High school diploma or GED required.
• 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.
• Ability to remain calm in stressful situations.
• Basic computer navigation and keyboarding skills, including the ability to multi-task and navigate between multiple systems.
• Basic skill in collecting and analyzing data.
• Strong and accurate data entry.
• Ability to work with confidential information in a professional manner.
• Basic knowledge of Microsoft Office Suite.
• Experience with Epic Scheduling and Power Chart Medical Records data preferred.
• Ability to apply general rules to solve basic problems with an outcome that makes sense.
• Experience with CISCO call center software preferred.

Benefits

• 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
• Discounted rates on T-passes