Lead Patient Experience Rep- Pediatric Medical Retina Services

PER's are currently eligible for a $2,000.00 sign on bonus. Terms and taxes apply.
Join our Pediatric Medical Retina Service team as the Lead Patient Experience Representative, where you'll spearhead administrative operations to enhance our patient services. Your role will involve coordinating clinical and administrative support, managing physician calendars, and processing essential patient documentation. You'll streamline scheduling for tests and procedures, ensuring accuracy and efficiency. Contribute to process improvement initiatives, helping to modernize our services. While supporting patient interactions, your focus will be on maintaining seamless administrative workflows to elevate the overall patient experience.

The Lead Patient Experience Representative shall be responsible for:
Customer Service

1. Demonstrates positive and effective customer service
2. Responds to routine inquiries about hospital protocol, policies, procedures, and situations requiring escalated service response
3. Greets, screens, registers, and directs patients, families, and visitors
4. Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues

Process Improvement

1. Demonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvement
2. Contribute to growth of service by optimizing processes

Administration

1. May maintain personal calendars for physicians
2. Records and forwards messages, triages calls for urgent information or services, initiates call for emergency services
3. Communicates with other departments to coordinate ancillary clinical/administrative services
4. Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents
5. Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments
6. Collects all necessary clinical documentation and information

Scheduling Test

1. Responsible for the scheduling and confirmation of patient tests, diagnostics appointments, consultations, and specialty retina procedures
2. Has the ability to explain the testing process to patients and families from how to
3. Develop a comprehensive understanding of retinal testing, creates accurate schedules, and is able to clearly communicate the details of the testing process to patients and their families, including what the test involves, how to prepare, and the expected duration of the procedure.
4. Monitors daily schedule and coordinates flow with clinicians /supervisors

Training and Patient Experience Leadership

1. Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues
2. Participates in the development of training programs. May assist with training administrative staff

Technology

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

To qualify, you must have:

• High School Diploma/ GED
• Minimum 2 years of healthcare experience and customer service experience
• Excels in written and verbal communication, with outstanding interpersonal skills for teamwork.
• Independently performs tasks, offering guidance, troubleshooting, and coaching as needed.
• Maintains a positive, professional demeanor when assisting patients, families, and diverse groups.
• Uses feedback to improve performance and enhance the patient experience, ensuring quality and responsiveness.
• Proficient in computer skills, especially Microsoft Office, with great attention to detail.
• Exhibits strong organizational and prioritization abilities.

Boston Children's Hospital offers competitive compensation and benefits.

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