Patient Experience Representative I - Sports Medicine (Waltham)

Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues

Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal

Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers

Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience

Prepares for and attends shift handoffs and team huddles

Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed

Prepares examination rooms, assists patients, and ensures routine forms are ready for appointments

Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications

Collects co-payments, reconciles deposits, and provides accurate records in hospital systems

Transcribes treatment and billing data; communicates with other departments for clinical and administrative services

Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required

Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations

Processes prescription refills, letters, and external requests

Participates in process improvement initiatives and supports internal changes to systems and procedures

High School Diploma/ GED

Basic customer service and computer skills.

Makes use of customer service knowledge to assist patients and families in resolving problems.

Conveys a positive demeanor when interacting with patients, families, and coworkers.

Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.

Ability to work with diverse internal and external constituencies.

Demonstrates the ability to pay attention to detail and accuracy.