Sr Patient Experience Representative - Physical/Occupational Therapy - Boston Children's Hospital

The Department of Physical Therapy at Boston Children's Hospital aims to provide comprehensive evaluations and treatments for children who have congenital/developmental conditions and who have experienced disabling diseases or traumatic injury. We offer physical therapy services to improve movement, strength, coordination, and balance on an inpatient and outpatient basis. Our team is dedicated to providing a lifetime of care to patients with complex physical therapy needs.

*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions, internal candidates not eligible)*

The Senior Patient Experience Representative will be responsible for: 

• Patient Encounter Management:
  • Providing positive and effective customer service that supports unit operations
  • Collaborating with referring providers and practices
  • Obtaining required authorizations to compile patient and staff schedules
  • Scheduling patients and supporting the patient encounter
• Check In/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
• Administrative:
  • Maintaining personal calendars for physician/supervisor(s)
  • Scheduling meetings, programs and events
  • Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
  • Providing routine clerical support as needed
• Process Improvement:
  • Actively contributing to departmental and organizational initiatives and projects
  • Assisting in implementing change in internal systems and procedures
• 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
• Training:
  • Participating in the development of training programs
  • Training clinic staff in department systems, processes and terminology
  • Ensuring staff is informed regarding Customer Service, IT, policy and procedure 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, payer and billing requirements

To qualify, you must have: 

• High School Diploma/GED required.
• Minimum 1-year as a Patient Experience Representative or related healthcare experience.
• Ability to work between the hours of 7am and 6:30pm
• 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 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.