Patient Experience Representative (Otolaryngology - CAD)

Patient Experience Representative

The Patient Experience Representative will be responsible for:

• Patient Encounter Management
• Providing positive and effective customer service that supports unit operations.
• Assisting in the coordination of care for patients including scheduling evaluations and appointments within and outside of the Center for Airway Disorders (CAD), including clinic appointments with other specialties, imaging, and other studies.
• Assisting families via phone and via patient portal to answer questions and ensure all necessary appointments are scheduled.
• Working with patients' assigned medical team, providers and Hospital departments to promote continuity and coordination of care.
• Obtaining required authorizations to compile patient and staff schedules.
• Check-In / Check-Out
• Greeting and directing patients, families and visitors.
• Monitoring daily schedule and coordinating follow with clinicians/supervisors.
• Reconciling payments and providing record of transactions in Hospital systems.
• Administrative
• Managing providers' calendars, including meeting coordination and updating away/out of office schedules.
• Scheduling meetings programs and events.
• Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services.
• Providing routine clerical support as needed.
• Process Improvement
• Actively contributing to departmental and organizational initiatives & projects with a focus on process improvement.
• Assisting in implementing change in internal systems and procedures.

To qualify, you must have:

• High School Diploma / GED required; Bachelor's degree preferred.
• Previous customer service and/or administrative experience preferred.
• Basic computer skills and ability to navigate complex systems.
• 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.

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.