Patient Access Liaison

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 Patient Access Liaison handles patient access requests for Boston Children’s Hospital Primary Care 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:

1. Provide centralized scheduling services for the Primary Care Call center. Perform tasks to meet patient access, scheduling, and patient satisfaction goals.
2. 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.
3. Register patients by collecting patient and insurance information.
4. Gather pertinent information for prescription and refill requests.
5. Receive routine complaints and issues during telephone calls. Reply with the appropriate predetermined response. Elevate non-routine issues to supervisor for further action.
6. Attend and participate in team meetings as required. Contribute by making suggestions for process improvements.

Schedule will be 8:30am to 5pm and fully on site while training. After training, schedule will be 10:30am to 6pm and hybrid with 2 days per month on site.
Minimum Qualifications
education:

1. High School Diploma / GED

Experience:

1. 1 year of related experience, i.e., customer service experience, preferably in a call center environment or healthcare setting
2. Scheduling experience in a healthcare setting
3. Experience with Epic Scheduling preferred.

Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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 and discounted rates on T-passes. Experience the benefits of passion and teamwork.

The posted pay range is Boston Children’s reasonable and good-faith expectation for this pay at the time of posting.

Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes 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 and discounted rates on T-passes. Experience the benefits of passion and teamwork.