Sr. Patient Experience Representative (Waltham, On-site) - Boston Children's Hospital

The Senior Patient Experience Representative will be responsible for monitoring clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues, and checking patients in for appointments. Provides positive and effective customer service that supports departmental and hospital operations.

(PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions- internal folks are not eligible for sign on bonus)

Required schedule:7:30am – 4:00pm, Monday – Friday.
100% on-site.

The Hybrid Sr. Patient Experience Representative will be responsible for: 

• 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
• 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.
• Administrative:
  • Maintains personal calendars for physician/supervisor(s).
  • Schedules meetings, programs and events.
  • Provides routine clerical support as needed.
• 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
• 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.
• Training:
  • Participates in the development of training program strains clinic staff in department systems, processes and terminology.
  • Provides assistance to other support staff in evaluating and resolving issues.
  • Serves as a resource on operations and procedures, payer and billing requirements
• Individual Contributor:
  • May provide expertise and train staff in departmental procedures.

To qualify, you must have: 

• High school diploma or GED required.
• Minimum one year of healthcare admin 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.

BCH 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.

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