Patient Experience Coordinator- Cardiology Clinic

About the position

At Boston Children's Hospital, the quality of our care - and our inclusive hospital working environment - lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included. The Patient Experience Coordinator will be responsible for ensuring a positive and effective customer service experience that supports departmental and hospital operations. This role involves interacting with patients and families, responding to inquiries about hospital protocols, and resolving complex issues. The coordinator will also prepare for and attend morning team huddles, collaborating with referring providers to facilitate the management of complex patient issues. In addition to customer service, the Patient Experience Coordinator will lead and oversee the work of designated patient experience staff. This includes planning, prioritizing, and delegating work assignments, monitoring performance, and providing feedback and guidance as needed. The coordinator will also participate in the training and onboarding of new personnel, providing input into staff selection, evaluation, and discipline as appropriate. The role also encompasses the development of training programs and ensuring that staff is informed about customer service, IT systems, policies, and procedure changes. The coordinator will utilize various office technologies, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications. Monitoring clinic activity to ensure the best possible patient experience is a key responsibility. The coordinator will assist in resolving customer service and scheduling issues, respond to patients' needs, and manage provider concerns, intervening when necessary to assist with scheduling, insurance coordination, referral authorizations, and billing issues.

Responsibilities
• Demonstrates positive and effective customer service that supports departmental and hospital operations.
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• Interacts and provides positive and effective customer service to patients and families.
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• Responds to routine inquiries about hospital protocol, policies, and procedures.
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• Resolves complex issues.
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• Prepares for and attends morning team huddles.
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• Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
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• Leads and oversees work of designated patient experience staff.
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• Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed.
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• Trains and orients new personnel.
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• Provides input into selection, evaluation, and discipline of staff as appropriate.
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• Fulfills all duties of the PER if there are staffing gaps.
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• Participates in the development of training programs.
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• Responsible for training, onboarding, and leading in all areas of scheduling, insurance, authorization, and billing.
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• Ensures staff is informed regarding Customer Service, IT system, policies, and procedures changes.
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• Demonstrates high-level problem-resolution skills and provides assistance to other support staff in evaluating and resolving issues.
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• Serves as a resource on operations and procedures, payer, and billing requirements.
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• Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.
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• Monitors clinic activity to ensure the best possible patient experience.
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• Assists with resolving customer service and scheduling issues.
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• Responds to patients' needs and situations requiring escalated service response.
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• Manages one or multiple provider concerns and intervenes when appropriate to assist with scheduling, insurance coordination, referral authorizations, and/or billing issues.

Requirements
• High School Diploma/GED required; Bachelor's preferred.
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• Minimum 2 years of related healthcare experience, related computer application experience, and strong customer service experience.
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• Expertise in customer service and patient experience, able to provide guidance and troubleshoot issues.
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• Proven project coordination skills and ability to recognize customer feedback as an opportunity for improvement.
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• Ability to identify opportunities to improve patient experience and satisfaction.
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• Strong communication skills, both orally and in writing, with the ability to provide empathy in difficult interpersonal situations.
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• Ability to work with diverse internal and external constituencies.

Nice-to-haves

Benefits
• Flexible schedules
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• Affordable health, vision, and dental insurance
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• Child care and student loan subsidies
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• Generous levels of time off
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• 403(b) Retirement Savings plan
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• Pension
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• Tuition and certain License and Certification Reimbursement
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• Cell phone plan discounts
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• Discounted rates on T-passes

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