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Children's Hospital Boston Patient Experience Coordinator (Emergency Department) in Boston, Massachusetts

60373BRTitle:Patient Experience Coordinator (Emergency Department)Department:Medicine-Emergency MedicineAutoReqId:60373BRStatus:Full-TimeStandard Hours per Week:40 Job Category:AdministrativeJob 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. Yours included.

This Patient Experience Coordinator will be responsible for:

  • Providing superb customer service and meticulous attention to detail to support the administrative needs of the Emergency Department.

  • Completing administrative projects as well as providing administrative staff coverage on the floor.

  • Prioritizing competing tasks in order to manage multiple projects.

  • Quickly becoming a subject matter expert in the various administrative processes within the department.

  • Creating training materials and training and updating staff on department/Hospital processes including customer focused initiatives and computer training.

  • Gathering data and qualitative measures to identify opportunities regarding patient experiences and uses information to drive process improvement projects within department.

  • Identifying trends in metrics for Departmental/Program goals indicated in customer service guidelines and Ambulatory Scorecard. Identifying root causes of these trends and presenting workable solutions. Researching causes of patient experience shortcomings and potential improvements. Producing reports and sharing information with department management and committees.

  • Developing improvement initiatives such as pilot programs or working on committees to develop process improvement recommendations. Identifying opportunities for improvement in patient scheduling and patient flow.

  • Participation as administrative representative on committees and work groups as assigned by director

To qualify, you must have:

  • The level of knowledge typically acquired through completion of two years of occupationally‑specific education or an Associate's degree in business or a closely related field. Bachelor’s or Graduate Degree preferred.

  • Three to four years of experience of healthcare administrative experience.

  • The analytical skills to resolve problems that require the use of basic scientific, mathematical, or technical principles.

  • The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations with patients, families, caregivers and clinicians.

  • Proficiency in Microsoft Office and EPIC, and the ability to work on a wide range of projects including technical projects involving multiple systems and applications.

  • A high level of project management skills.

Position requires working every other weekend and some holidays, as well as evenings and occasional overnight shifts.

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, including a flexible schedule, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, and discounted rates on T-passes (50% off). Discover your best.

BCH 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