Job Information
Children's Hospital Boston Patient Experience Coordinator- Cardiology Clinic in Boston, Massachusetts
76684BRJob Posting Title:Patient Experience Coordinator- Cardiology ClinicDepartment:CardiologyAutoReqId:76684BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description:The Patient Experience Coordinator will be responsible for:
- 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
- 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
- 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
- Technology
- Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications
- 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-passesOffice/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid