Children's Hospital Boston Senior Patient Experience Representative (Plastic & Oral Surgery) in Boston, Massachusetts

45426BRTitle:Senior Patient Experience Representative (Plastic & Oral Surgery)Department:Plastic SurgeryAutoReqId:45426BRStatus:Full Time Standard Hours per Week:40 Shift:DayJob Posting Description:At Boston Children’s Hospital, success is measured in patients treated, parents comforted and teams taught. It’s in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Plastic and Oral Surgery and discover how your talents can change lives. Yours included.

The Sr. Patient Experience Representative will be responsible for:

  • Monitoring clinic activity to ensure the best possible patient experience. Assisting with resolving customer service and scheduling issues.

  • Providing positive and effective customer service that supports departmental and hospital operations.

  • Scheduling patient encounters and procedures to coordinate within and across providers, departments, and institutions.

  • Obtaining and recording required authorizations on electronic or manual scheduling systems to compile and distribute patient and staff schedules.

  • Greeting and directing patients, families and visitors.

  • 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.

  • Answering, screening and routing 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.

  • Participating in the development of training programs to update staff on department/hospital processes including patient experience focused initiatives and computer training.

  • Training, orienting and cross-training clinic staff in department systems, processes and terminology.

  • Serving as conduit regarding changes in hospital and departmental policies and procedures.

  • Ensuring staff is informed regarding Customer Service and IT system changes.

  • Demonstrating high-level problem resolution skills.

  • Providing assistance to other support staff in evaluating and resolving problems and issues.

  • Serving as a resource on clinic/service/unit operations and procedures, payer and billing requirements and related matters.

  • Providing assistance to other support staff in evaluating and resolving related problems and issues.

  • Participating in and contributing to departmental and organizational initiatives & projects with a focus on continuous process improvement.

  • Recommending and assisting when implementing change in internal systems and procedures

To qualify, you must have:

  • High school diploma and 6-12 months of closely related experience in a healthcare setting.

  • Bachelor's Degree preferred.

  • The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.

  • The ability to work with diverse internal and external constituencies.

The Department of Plastic and Oral Surgery specializes in treating patients with cleft lip and palate, craniofacial anomalies, vascular anomalies, congenital hand/foot anomalies, breast disorders, and in providing services for various oral and maxillofacial 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:Boston