The Patient Experience Coordinator will be responsible for:
1. Customer Service
- Demonstrates positive and effective customer service that supports departmental and hospital operations.
- Interacts and provides positive and effective customer service to patients and families.
- Responds to routine inquiries about hospital protocol, policies, and procedures.
- Resolves complex issues.
- Prepares for and attends morning team huddles.
- Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
2. Patient Experience Leadership
- Leads and oversees work of designated patient experience staff.
- Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed.
- Trains and orients new personnel.
- Provides input into selection, evaluation, and discipline of staff as appropriate.
- Fulfills all duties of the PER if there are staffing gaps.
3. Training
- Participates in the development of training programs.
- Responsible for training, onboarding, and leading in all of the above areas of scheduling, insurance, authorization, and billing.
- Ensures staff is informed regarding Customer Service, IT system, policies, and procedures changes.
- Demonstrates high-level problem-resolution skills. Provides assistance to other support staff in evaluating and resolving issues.
- Serves as a resource on operations and procedures, payer, and billing requirements.
4. Technology
- Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.
5. Patient Experience Coordination
- Monitors clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues.
- Responds to patients’ needs and situations requiring escalated service response.
- Manages one or multiple provider concerns and intervenes when appropriate to assist the lead and scheduling, insurance coordination, referral authorizations, and/or billing issues.
To qualify, you must have:
- High School Diploma/ GED required. Bachelor’s preferred.
- Minimum 2 years of related healthcare experience, related computer application experience, and strong customer service experience.
- An expert in this area. Can provide guidance, troubleshoot and answer questions. Considered the "go to" person in this area. Able to explain the relevant process elements and issues in relation to patient experience and organizational impact. Demonstrates proven project coordination skills.
- Recognizes that customer feedback is an opportunity to improve performance and identifies the need for any changes in service delivery. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsiveness in providing customer services.
- Can perform the actions associated with this skill without assistance. Is considered "a person to ask" when difficult questions arise. Capable of coaching others by translating complex nuances into easy-to-understand terms.
- 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, 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.
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