Lead Patient Experience Representative - Jamaica Plain (onsite) - Boston Children's Hospital

Bilingual English/Spanish strongly preferred.

This position is 100% onsite at BCH Martha Eliot Health Center in Jamaica Plain.
M-F 8am - 5pm, 1-2 Thursdays a month will be late shift 10:30am - 7pm

The Lead Patient Experience Representative will be responsible for: 

1. Patient Encounter Management:
   • Provides positive and effective customer service that supports unit operations.
   • Collaborates with referring providers and practices.
   • Obtains required authorizations to compile patient and staff schedules.
   • Schedules patients and supports the patient encounter
2. Check In / Check Out:

• Greets and directs patients, families and visitors.
• Monitors daily schedule and coordinates flow with clinicians /supervisor.
• Reconciles payments and prepares deposits, provides record of transactions in Hospital systems.
• Facilitates and directs communication with Financial Counseling.

1. Administrative:

• Maintains personal calendars for physician/supervisor(s). Schedules meetings, programs and events.
• Records and forwards messages, triages call for urgent information or services, initiates call for emergency services.
• Provides routine clerical support as needed.

1. Process Improvement:

• Actively contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement.
• Assists in implementing change in internal systems and procedures

1. Patient Experience Coordination:

• Monitors clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues.
• Responds to patient’s needs, and situations requiring escalated service response.

1. Training:

• Participates in the development of training programs.
• Trains clinic staff in department systems, processes and terminology.
• Ensures staff is informed regarding Customer Service, IT system, policies and procedures changes.
• Demonstrates high-level problem resolution skills. Provides assistance to other support staff in evaluating and resolving issues.
• Serves as a resource on operations and procedures, payer and billing requirements.
• May monitor staff attendance at required hospital/departmental training.

1. Patient Experience Leadership:

• Leads and oversees work of designated patient experience staff.
• Plans, prioritizes and delegates work assignments and monitors performance, providing feedback and guidance as needed.
• Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues.
• Trains and orients new personnel.
• Provides input into selection, evaluation and discipline of staff as appropriate.

1. Individual Contributor:

• May lead and oversee work of designated office.

To qualify, you must have: 

• High school diploma/GED required.
• Bachelor’s degree preferred.
• Minimum 2 years of related healthcare experience.
• Bilingual English/Spanish strongly preferred.
• Strong customer service experience required.
• 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.

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.