Patient Access Liaison

*This position is remote and will work Monday through Friday 8:30am to 5pm.*

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:

• Provide centralized scheduling services for the Shared Patient Access Center/Call center. Perform tasks to meet patient access, scheduling, and patient satisfaction goals.
• Interact with patients and families via telephone to provide information in response to inquiries. Identify caller's needs, clarify information, and provide centralized registration and scheduling for service options of primary care and specialty care.
• Register patients by collecting patient and insurance information.
• Gather pertinent information for prescription and refill requests.
• Receive routine complaints and issues during telephone calls. Reply with the appropriate predetermined response. Elevate non-routine issues to POD supervisor for further action
• Attend and participate in team meetings as required. Contribute by making suggestions for process improvements

Minimum Qualifications
Education:

• High-school diploma or GED.

Experience:

• One (1) year of related customer service experience, preferably in a call center environment or healthcare setting, required.
• Experience with Epic Scheduling and Power Chart Medical Records data preferred.
• Experience with CISCO call center software preferred
• Basic knowledge of Microsoft Office Suite.

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare 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.