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Children's Hospital Boston Lead Patient Experience Representative- Ophthalmology in Boston, Massachusetts

75542BRJob Posting Title:Lead Patient Experience Representative- OphthalmologyDepartment:OphthalmologyAutoReqId:75542BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description:The Lead PER shall be responsible for:

Customer Service

  • Demonstrates positive and effective customer service

  • Responds to routine inquiries about hospital protocol, policies, and procedures

  • Greets, screens, registers, and directs patients, families, and visitors

  • Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues

Patient Registration/Admissions/Discharge

  • Monitors clinic activity to ensure the best possible patient experience

  • Assists with resolving customer service and scheduling issues

  • Responds to patients’ needs and situations requiring escalated service response

  • Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments

  • Collects all necessary clinical documentation and information

  • Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system


  • Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders

  • Obtains required authorizations to compile patient and staff schedules

  • Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations

  • Supports the patient encounter

  • Monitors daily schedule and coordinates flow with clinicians /supervisors


  • May maintain personal calendars for physician/supervisor(s)

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

  • May collect and organizes medical records, information, materials, and supplies required for appointments

  • Communicates with other departments to coordinate ancillary clinical/administrative services

  • Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents


  • Participates in the development of training programs. Trains clinic staff in department systems, processes, and terminology

  • Demonstrates high-level problem-resolution skills

  • Provides assistance to other support staff in evaluating and resolving issues

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


  • Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications

Process Improvement

  • Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement

To qualify, you must have:

  • High School Diploma/ GED

  • Minimum 2 years of healthcare experience and customer service experience

  • Can provide guidance, troubleshoot, and answer questions

  • Can perform the actions associated with this skill without assistance. Capable of coaching others

  • Utilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness

  • Strong computer skills and concepts; proficient with Microsoft Office programs

  • Assist patients and families

  • Conveys a positive, professional demeanor

  • Strong written and verbal communication

  • Ability to work with diverse internal and external constituencies

  • Strong attention to detail

  • Excellent Interpersonal skills, collaboration, and teamwork

  • Strong organizational and prioritization skills

Boston Children’s Hospital offers competitive compensation and benefits.

Office/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid