Lead Patient Experience Representative- General Surgery

Position Summary
The Lead PER leads the administrative operations of a clinic and works to ensure the best possible patient experience by effectively leading and coordinating services to patients and families. Provides administrative support for a clinic and its providers. Performs various administrative functions requiring in-depth knowledge of programs and services.

Key responsibilities
Customer Service

• Provides effective, positive service to patients, families, and staff.
• Responds to inquiries about hospital policies and procedures.
• Resolves complex issues and escalations.
• Greets, screens, and directs visitors.
• Registers new patients.
• Coordinates with providers to manage complex patient needs.
• May rotate in call center departments.

Patient Registration / Admissions / Discharge

• Monitors clinic flow to optimize patient experience.
• Verifies and processes demographics, insurance, payments, and referrals.
• Collects and submits documentation for reimbursement and authorizations.
• May collect co-pays, reconcile cash bag, and prepare deposits.

Scheduling

• Schedules tests, procedures, consults, and follow-ups.
• Maintains and adjusts provider/patient schedules.
• Coordinates daily schedule flow with clinicians.

Patient Flow Coordination

• Participates in shift handoffs and team huddles.

Administration

• Maintains calendars and schedules meetings/events.
• Organizes materials and logistics for meetings and programs.
• Handles calls, messages, and emergency service requests.
• Provides clerical support and organizes medical records.
• Prepares requisitions and standard forms.
• Coordinates with departments for clinical/admin services.
• Manages mail, photocopying, document distribution, and records delivery.
• Maintains office supplies and equipment.

Training

• Develops and delivers training on systems and procedures.
• Keeps staff informed on policy, IT, and workflow changes.
• Assists staff with issue resolution.

Patient Experience Leadership

• Supervises and guides patient experience staff.
• Delegates tasks, monitors performance, and provides feedback.
• Supports staff onboarding and training.

Technology

• Uses phone, email, Microsoft Office, and clinical systems.
• May enroll patients in portals and navigate multiple systems.

Process Improvement

• Participates in initiatives focused on improving workflows.
• Assists with internal process changes.

Minimum qualifications
Education:

• High School Diploma / GED. Bachelor's Degree preferred.

Experience:

• Minimum 2 years of related healthcare experience, related computer application experience (i.e., Microsoft Application Suite, Adobe, Google Applications, etc.), and strong customer service experience.
• Expert resource; troubleshoots, guides, and explains complex processes clearly.
• Performs tasks independently; coaches others and answers challenging questions.
• Views feedback as a tool for improvement; identifies and implements service enhancements to improve patient satisfaction.
• Uses service knowledge to help patients and families resolve issues.
• Communicates clearly and empathetically, both verbally and in writing.
• Works effectively with diverse individuals and teams.
• Consistently demonstrates attention to detail and accuracy.
• Excellent organizational and task prioritization abilities.
• Preference: senior patient representative experience

Schedule: Monday - Friday, Hybrid.
*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full-time positions*

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.