Patient Experience Representative I- Ophthalmology

Position Summary
You will work under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. You will demonstrate interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services. You will provide positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

• Patient Encounter Management:
  • Provides positive and effective customer service that supports unit operations.
  • Collaborates with referring providers and practices.
  • Obtains required authorizations to compile patient and staff schedules.
  • Schedules patients and supports the patient encounter
• Administrative:
  • Maintains personal calendars for physician/supervisor(s).
  • Schedules meetings, programs and events.
  • Provides routine clerical support as needed.
• Process Improvement:
  • Actively contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement.
  • Assists in implementing change in internal systems and procedures
• Patient Experience Coordination:
  • Monitors clinic activity to ensure the best possible patient experience.
  • Assists with resolving customer service and scheduling issues.
  • Responds to patient's needs, and situations requiring escalated service response.
• Training:
  • Participates in the development of training program strains clinic staff in department systems, processes and terminology.
  • Provides assistance to other support staff in evaluating and resolving issues.
  • Serves as a resource on operations and procedures, payer and billing requirements

• A high school level of education, bachelor's degree preferred

• Minimum one year of healthcare admin experience preferred.
• 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.

Schedule: Monday - Friday, Hybrid. This position is based in Boston, but may occasionally include our other Ophthalmology Offices in Waltham and Mass Eye & Ear Boston with advance notice as department or physician need arise
This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care 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.