This Senior 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.
• Obtaining prior authorizations for medications/studies.
• Obtaining and recording required authorizations on electronic or manual scheduling systems to compile and distribute patient and staff schedules.
• Monitoring daily schedule to optimize resource utilization and patient experience.
• Answering, screening and routing telephone 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, team work and multitasking.
• 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.
• Partnering with the manager to identify higher level projects within the department.

To qualify, you must have:

• A High School Diploma or GED and 6 to 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 ability to multi task and work in a high volume setting and prioritize competing demands.

Boston Children’s Hospital 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.

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.

Status

Full-Time

Standard Hours per Week

40

Office/Site Location

Waltham