At Boston Children's Hospital, success is measured in patients treated, parents comforted and teams taught. It's in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Orthopedic Surgery and Research Department and discover how your talents can change lives. Yours included.
The Patient Experience Coordinator will be responsible for:
Assisting the staff with resolving customer service and scheduling issues. Responding to patient's concerns and needs, offering the best possible appointment options and resolution. Responding to situations requiring escalated service response.
Gathering data and qualitative measures to identify opportunities regarding patient experiences and using information to drive process improvement projects within department.
Making post-visit follow-up calls to obtain qualitative and quantifiable data concerning the patient experience. Acting as a liaison for the patient to resolve concerns within scope of authority including scheduling, clinic policy and billing. Informing clinic management of unusual problems that require follow-up.
Identifying trends in metrics for Departmental/Program goals indicated in customer service guidelines and Ambulatory Scorecard. Identifying root causes of these trends and presenting workable solutions. Researching causes of patient experience shortcomings and potential improvements. Producing reports and sharing information with department management and committees.
Developing improvement initiatives such as pilot programs or working on committees to develop process improvement recommendations. Identifying opportunities for improvement in patient scheduling and patient flow. Monitoring access issues such as next third available and clinical cancellations and reschedules. Possibly serving as a template manager, and/or reporting templates improvement suggestions to appropriate staff member or manager.
Keeping abreast of changes to billing, insurance and billing platform (EPIC). Assisting staff with the coding of non-routine codes and patient treatment information in automated billing system and/or manual charge slips.
Participating in the development of training programs to update staff on department/Hospital processes including customer focused initiatives and computer training.
Serving as conduit regarding changes in Hospital and departmental policies and procedures. Ensuring staff is informed regarding Customer Service and IT system changes. Possibly monitoring staff attendance at required hospital/departmental training.
Performing the duties of an Administrative Services Representative as needed.
To qualify, you must have:
The level of knowledge typically acquired through completion of two years of occupationallyspecific education or an Associate's degree in business or a closely related field and three to four years of experience.
The analytical skills to resolve problems that require the use of basic scientific, mathematical, or technical principles.
Boston Children's Hospital offers competitive compensation and unmatched benefits, including a flexible schedule, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.
Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.