Patient Experience Representative I-Center for Cardiovascular Genetics - Boston Children's Hospital

*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)*

The Center for Cardiovascular Genetics at Boston Children’s Hospital is committed to providing state-of-the-art care to patients and their families with a wide range of cardiovascular genetic conditions including inherited arrhythmia syndrome, cardiomyopathies, aortopathies, congenital heart disease, and disorders of lipid metabolism. Our care strategy is tailored to the specific clinical and genetic needs of the individual and family.

We pride ourselves on our inclusive culture and work environment, ensuring all team members everyone can maximize their enjoyment and potential. You can learn more about the center by clicking here.

The Patient Experience Representative will be responsible for: 

• Serving as the main point of contact for the Cardiovascular Genetics Program to meet the needs of patients and families and assist with inquiries to the program for new patients.
• Providing administrative support for the department, including triaging phone calls, assisting in scheduling clinic appointments, processing new patient intakes, and requesting and tracking pre-appointment medical record requests.
• Actively participating in and contributing to departmental and organizational initiatives and projects with a focus on continuous process improvement.
• Providing positive and effective communication with patients, team members and managers to support the Cardiovascular Genetics Center.
• Coordinating clinic visits, ensuring patients and family members are seen in an organized and timely fashion with appropriate testing.
• Monitoring daily schedule and patient flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisor and routing patients/visitors to maintain efficient patient/visitor flow.
• Organizing and coordinating weekly in-clinic days; preparing patient and family files/charts, including but not limited to prior clinical and genetic investigations and autopsy results.
• Attaining patient/family consent from all individuals and working closely with external facilities and Medical Examiners’ offices.
• Answering, screening and routing telephone 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 call for emergency services as required.
• Assisting with the administrative tasks surrounding meetings, conferences and workshops, including provider calendar management in Outlook.

To qualify, you must have:

• High School Diploma/GED required; Bachelor’s degree preferred.
• Previous healthcare administration and/or customer service experience preferred.
• Ability to manage competing priorities and anticipate needs while being flexible, efficient and paying close attention to detail.
• Work requires excellent oral and written communication skills and the ability to provide empathy in difficult interpersonal situations.
• Strong attention to detail as well as an ability to work independently and within the context of a diverse team of professionals.
• Ability to solve problems but with a keen sense of when to escalate for appropriate resolution.

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.