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Children's Hospital Boston Lead Patient Experience Rep - Orthopedic, Surgery & Research in Boston, Massachusetts

60308BRTitle:Lead Patient Experience Rep - Orthopedic, Surgery & ResearchDepartment:Orthopedic Surgery & ResearchAutoReqId:60308BRStatus:Full-TimeStandard Hours per Week:40 Job Category:AdministrationJob Posting Description:At Boston Children’s Hospital, the quality of our care – and our inclusive hospital working environment – lies in the diversity of our people. With patients from local communities and 160 countries around the world, we’re committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives.

The Lead 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:

  • Records and forwards messages, triages call for urgent information or services, initiates call for emergency services.

  • 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 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.

  • 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.

  • Individual Contributor:

  • May lead and oversee work of designated office.

To qualify, you must have:

  • High school diploma/GED required.

  • Minimum three years of healthcare administrative 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.

Please note: During a public health emergency, individuals in this role may be expected to take on additional duties to respond to organizational needs.

BCH offers competitive compensation and unmatched benefits.

Boston Children’s Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.Office/Site Location:BostonRegular, Temporary, Per Diem:Regular