| 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 Psychiatry Department and discover how your talents can change lives. Yours included.|
The Patient Experience Representative will be responsible for:
- Assisting the MCPAP Medical Director, including communicating and corresponding with pediatric practices and others, scheduling appointments, preparing reports and creating the clinical guideline manual.
- Answering telephone calls from pediatric practices requesting MCPAP or telepsychiatry services and triaging and transferring calls to child and adolescent psychiatrists (CAPS), behavioral health clinicians (BHCs) and resource & referral specialists (RRSs) according to a triage protocol.
- Notifying CAP telephone consultant or telepsychiatry CAP, as indicated, of requests for consultations and services, and scheduling face-to-face consultations as instructed.
- Collecting standardized intake data, entering it into appropriate database and facilitating patient registration and insurance authorization for face-to-face and telepsychiatry CAP consultations.
- Confirming appointments with patients and pediatric practice care coordinators, as indicated.
- Assisting CAP as needed after face-to-face or telepsychiatry consultations, including identifying appropriate community referrals and ensuring that consultation reports are sent to pediatric practitioners and parents.
- Scheduling MCPAP trainings and other meetings and activities with MCPAP pediatric practices.
- Entering all encounters into MCPAP and telepsychiatry databases, generating utilization reports and ensuring that updated pediatric practice and provider profile information is entered into databases.
- Providing positive and effective customer service that supports departmental and hospital operations.
- Cross-training for other OPS administrative roles such as Front Desk and Intake Coordinator to allow for flexible administrative staffing as needed, in peak times and during staffing shortages.
To qualify, you must have:
- A high school level of educational development and one to two years of previous experience such as customer service, administrative or experience in a health care setting.
- Excellent organizational skills with high attention to detail.
- The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
- Strong computer skills, including demonstrated proficiency with Word and Excel, preferred; data analytic skills preferred, including facility with SPSS or other data analytic programs.
- Experience navigating the mental health care system.
The Patient Experience Representative will provide program support to two new Boston Children's collaborative initiatives in pediatric integrated behavioral health care: the Boston South Team of the Massachusetts Child Psychiatry Access Program (MCPAP) and the Telepsychiatry Program of the Pediatric Physician's Organization at Children's (PPOC).
BCH offers competitive compensation and unmatched benefits, including 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.
BCH 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.
Schedule: Mon-Fri, mostly 8:30-5:00
Standard Hours Per Week: 40