Patient Experience Director for Ophthalmology

7 days ago


Étreux, Hauts-de-France, United States Boston Children's Hospital Full time
Job Description

The Lead Patient Experience Representative shall be responsible for delivering exceptional patient experiences in the Ophthalmology department at Boston Children's Hospital.

Key Responsibilities:

  • Customer Service: Demonstrate positive and effective customer service by responding to routine inquiries about hospital protocols, policies, and procedures, and collaborating with referring providers and practices to facilitate management of complex patient issues.
  • Patient Registration/Admissions/Discharge: Monitor clinic activity to ensure the best possible patient experience, assist with resolving customer service and scheduling issues, and verify, record, and process patient demographics, insurance/payment, and referral information for patient appointments.
  • Scheduling: Schedule tests or procedures for patients, obtain required authorizations, and schedule and confirm patient diagnostic appointments, surgeries, or medical consultations.
  • Administration: Maintain personal calendars for physician/supervisor(s), record and forward messages, triage calls for urgent information or services, initiate calls for emergency services, and collect and organize medical records, information, materials, and supplies required for appointments.
  • Training: Participate in the development of training programs, train clinic staff in department systems, processes, and terminology, and demonstrate high-level problem-resolution skills.
  • Patient Experience Leadership: Lead and oversee work of designated patient experience staff, plan, prioritize, and delegate work assignments, and monitor performance, providing feedback and guidance as needed.

Requirements:

  • Bachelor's Degree or Equivalent Required
  • Minimum 2 years of healthcare experience and customer service experience
  • Strong computer skills and concepts; proficient with Microsoft Office programs
  • Ability to work with diverse internal and external constituencies
  • Strong attention to detail, excellent interpersonal skills, collaboration, and teamwork, and strong organizational and prioritization skills

About Boston Children's Hospital:

Boston Children's Hospital offers a competitive salary range of $60,000 - $80,000 per year, depending on experience. The hospital provides a dynamic and supportive work environment, opportunities for professional growth and development, and a comprehensive benefits package.



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