Patient Experience Lead — Service & Care Coordination

Boston Children’s Hospital; Brookline, Northern (MA, KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Boston Children’s Hospital is seeking a Lead Patient Experience Representative to oversee clinic administrative operations and ensure an exceptional patient experience. You will provide advanced administrative support, coordinate patient services, resolve complex issues, and serve as a resource for staff, providers, patients, and families.

The role requires experience in patient access, scheduling, registration, and strong communication.

Qualifications

• Minimum of 2 years of healthcare experience.
• Proficiency with Microsoft Office and other business applications.
• Expert knowledge of patient access, scheduling, registration, and clinic operations.
• Strong problem-solving and troubleshooting abilities.
• Customer service excellence and patient satisfaction focus.
• Excellent verbal and written communication.
• Ability to work with diverse populations and stakeholders.

Responsibilities

• Deliver exceptional customer service supporting clinic and hospital operations.
• Greet, screen, direct, and register patients, families, and visitors.
• Respond to inquiries regarding hospital policies and procedures.
• Resolve escalated patient concerns and complex issues.
• Collaborate with referring providers to coordinate care.
• Support call center operations as needed.
• Schedule appointments, procedures, tests, consultations, and surgeries.
• Monitor clinic operations to optimize patient experience.
• Obtain and verify demographic, insurance, referral, and authorization information.
• Collect copays, reconcile transactions, and prepare deposits.
• Coordinate communication with Financial Counseling.
• Lead and support designated patient experience staff.
• Utilize scheduling, billing, EMR, Microsoft Office, email, and phone systems.

Skills

Customer service

Communication

Problem solving

Coaching

Teamwork

Education

High School Diploma/GED

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Boston Children’s Hospital is seeking a Lead Patient Experience Representative to oversee clinic administrative operations and ensure an exceptional patient experience. You will provide advanced administrative support, coordinate patient services, resolve complex issues, and serve as a resource for staff, providers, patients, and families.

The role requires experience in patient access, scheduling, registration, and strong communication.