Patient Experience Lead

4 weeks ago


Ashland, Massachusetts, United States Boston Children's Hospital Full time
Job Summary

We are seeking a highly skilled and experienced Patient Experience Lead to join our team at Boston Children's Hospital. The successful candidate will be responsible for providing exceptional patient care and ensuring a positive experience for our patients and families.

Key Responsibilities
  • Patient Encounter Management: Provide positive and effective customer service, collaborate with referring providers and practices, and obtain required authorizations to compile patient and staff schedules.
  • Check In / Check Out: Greet and direct patients, families, and visitors, monitor daily schedules, and coordinate flow with clinicians and supervisors.
  • Administrative: Maintain personal calendars for physicians and supervisors, schedule meetings, programs, and events, and provide routine clerical support as needed.
  • Process Improvement: Actively contribute to departmental and organizational initiatives and projects with a focus on continuous process improvement.
  • Patient Experience Coordination: Monitor clinic activity to ensure the best possible patient experience, assist with resolving customer service and scheduling issues, and respond to patient needs and situations requiring escalated service response.
  • Training: Participate in the development of training programs, train clinic staff in department systems, processes, and terminology, and ensure staff is informed regarding customer service, IT system, policies, and procedures changes.
  • Patient Experience Leadership: Lead and oversee the work of designated patient experience staff, plan, prioritize, and delegate work assignments, and monitor performance, providing feedback and guidance as needed.
Requirements
  • High school diploma/GED required.
  • Bachelor's degree preferred.
  • Minimum 2 years of related healthcare experience.
  • Bilingual English/Spanish strongly preferred.
  • Strong customer service experience required.
  • 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. Experience the benefits of passion and teamwork.



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