Patient Experience Representative - Dental Services at Boston Children's Hospital

The Department of Dentistry at Boston Children's Hospital is one of the largest pediatric dentistry services providers in New England. We treat more than 29,000 patients each year, caring for toddlers, young children, adolescents, and some adults with special health care needs.

Nearly 60 percent of our patients have at least one special health care need. Our team is experienced with caring for patients with special needs and anxiety. To ensure they feel as comfortable as possible during their visit, we take the time to earn their trust and listen to the concerns and perspectives of the parents. Learn more about our Department of Dentistry here.

The Patient Experience Representative I will be responsible for:

• Customer Service:
  • Demonstrating positive and effective customer service that supports departmental and hospital operations.
  • Greeting, screening and directing patients, families and visitors.
  • Registering new patients upon arrival.
• Patient Registration/Discharge:
  • Monitoring clinic activity to ensure best possible patient experience.
  • Recording and processing patient demographics, insurance/payment, and referral information for patient encounters.
  • Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
  • Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling:
  • Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions.
  • Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience.
• Administration:
  • Maintaining personal calendars for physician/supervisor(s).
  • Scheduling meetings, programs and events.
  • Transcribing, typing and proofreading correspondence, forms, reports and other materials involving complex scientific, technical and/or specialized terminology.
  • Recording and forwarding messages, triaging call for urgent information or services, initiating call for emergency services.
  • Participating in the purchasing of inventory.
  • Providing routine clerical support as needed.
• Technology:
  • Utilizing all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling and billing applications.
  • Enrolling patients and caregivers in patient portal.

To qualify, you must have:

• High School Diploma/GED required.
• Previous customer service and/or administrative experience preferred.
• Basic customer service and computer skills 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.