Patient Experience Representative (20 hours) M-Friday 4pm-8pm

Department Summary: Patient Experience Representative. 20 hours. Monday-Friday 4:00pm-8:00pm in-person.

The Infusion and Day Treatment Program at Boston Children’s Hospital has two locations, on the main campus in Boston and at Boston Children’s Waltham. The program is a unique ambulatory program for patients and an alternative to inpatient admission for patients requiring infusion therapies and novel medical day treatments. The program offers these patients, who range in age from infancy to adulthood, a place to receive treatment in a family-centered environment that offers consistent and on-going relationships with a healthcare team.

Position Summary:
Provides support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

• Provides positive and effective customer service to patients, families, and visitors
• Greets, screens, directs, and registers patients
• Collaborates with referring providers and practices to manage complex patient issues
• Schedules patient encounters, monitors daily schedules and coordinates flow to optimize patient experience
• Accurately collects, verifies, and records all patient demographic and insurance information.
• Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
• Providing routine clerical support as needed

• High School Diploma/ GED

• Prior customer service or administrative experience preferred
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations