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 Senior Patient Experience Representative will be responsible for:
Patient Encounter Management:
Providing positive and effective customer service that supports unit operations, including answering incoming phone calls to the program
Collaborating with referring providers and practices, including requests for electronic imaging transfer
Assisting with transition from pediatric cardiology program to Boston Adult Congenital Heart (BACH) Program for qualified patients. Managing intake process for new patients.
Obtaining required authorizations to compile patient and staff schedules
Scheduling patients and supporting the patient encounter, including coordination and scheduling for BWH and other external locations
Check In/Check Out:
Greeting and directing patients, families and visitors
Monitoring daily schedule and coordinating flow with clinicians/supervisor
Reconciling payments and preparing deposits, providing record of transactions in Hospital systems
Facilitating and directing communication with Financial Counseling
Maintaining calendars for physicians
Scheduling meetings, programs and events
Recording and forwarding messages, triaging calls for information or services, initiating calls for emergency services
Providing routine clerical support as needed
Patient Experience Coordination:
Monitoring clinic activity to ensure the best possible patient experience
Assisting with resolving customer service and scheduling issues
Responding to patient needs and situations requiring escalated service response
Participating in the development of training programs
Ensuring staff is informed regarding Customer Service, system, policies and procedures changes
Demonstrating high-level problem resolution skills
Providing assistance to other support staff in evaluating and resolving issues
Serving as a resource on operations and procedures
To qualify, you must have:
High school diploma/GED required, Bachelor's degree preferred
Minimum of 1-year Healthcare Administration experience
Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
Ability to work with diverse internal and external constituencies
Probable Schedule: Monday - Friday, 8:30a - 5:00p
Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.
Boston Children's Hospital offers competitive compensation and unmatched benefits, including 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.
Boston Children's Hospital 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: 3136292
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.