At Boston Children's Hospital, success is measured in patients treated, parents comforted and teams taught. It's in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Cardiology Department and discover how your talents can change lives. Yours included.
The Lead Patient Experience Representative will be responsible for:
Leading and overseeing work of designated patient experience staff. Planning, prioritizing and delegating work assignments; monitoring performance, providing feedback and guidance as needed.
Serving as a resource on departmental policies and procedures; providing assistance in resolving administrative problems and issues. Training and orienting new personnel.
Providing input into selection, evaluation and discipline of staff.
Monitoring clinic activity to ensure the best possible patient experience. Assisting with resolving customer service and scheduling issues. Responding to patients' concerns and needs, offering the best possible appointment options and resolutions to other patient concerns in accordance with our best practices and procedures. Responding to situations requiring escalated service response.
Providing positive and effective customer service that supports departmental and hospital operations. Greeting and directing patients, families and visitors. Monitoring daily schedule and patient flow. Communicating with clinicians and/or supervisor and route patients/visitors to maintain efficient patient/visitor flow.
Verifying, recording and processing patient demographics, insurance/payment and referral information for patient appointments. Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into billing system.
Answering, screening and routing phone calls. Recording and forwarding messages and triaging calls for urgent information or services. Responding to requests for routine information or assistance within scope of knowledge and authority. Initiating calls for emergency services.
Participating in the development of training programs to update staff on department/hospital processes, including patient experience focused initiatives and computer training.
Providing assistance to other support staff in evaluating and resolving problems/issues.
Recommending and assisting in implementing change in internal systems and procedures.
To qualify you must have:
A high school diploma and 2-3 years of closely related experience in a healthcare setting.
The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
The ability to work with diverse internal and external constituencies.
Experience in calendar management and coordination of meetings for multiple providers.
BCH offers competitive compensation and unmatched benefits, including a flexible schedule, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.
BCH is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Internal Number: 2917191
About Boston Children's Hospital
Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.