Lead Patient Experience Representative- Pain Clinic

Lead Patient Experience Representative- Pain Clinic | Boston Childrens Hospital

Position Summary The Lead Patient Experience Representative (PER) oversees clinic administrative operations to ensure an exceptional patient experience. Provides advanced administrative support, coordinates patient services, resolves complex issues, and serves as a resource for staff, providers, patients, and families.

Key Responsibilities

• Customer Service
• 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.

• Patient Registration/Admissions/Discharge
• Monitor clinic operations to optimize patient experience.
• Assist with scheduling and customer service concerns.
• Obtain and verify demographic, insurance, referral, and authorization information.
• Collect required clinical documentation and support reimbursement/referral processes.
• Document authorizations and referrals in appropriate systems.
• Collect copays, reconcile transactions, and prepare deposits when applicable.
• Coordinate communication with Financial Counseling.
• May collect patient vitals, administer EMR questionnaires, prepare exam rooms, and support patient care processes.

• Scheduling
• Schedule appointments, procedures, tests, consultations, and surgeries.
• Obtain required authorizations and referrals.
• Support patient encounters and appointment confirmations.
• Monitor daily schedules and coordinate patient flow with clinical teams.

• Patient Flow Coordination
• Participate in shift handoffs, huddles, and workflow coordination activities.

• Administration
• Provide advanced clerical and administrative support.
• Schedule meetings, conferences, events, and physician calendars as needed.
• Prepare presentation materials, reports, requisitions, and documentation.
• Manage communications, triage urgent calls, and coordinate services across departments.
• Organize records, supplies, mail distribution, and office inventory.

• Training
• Assist in developing and delivering staff training.
• Serve as a resource for systems, workflows, billing, and payer requirements.
• Support staff in troubleshooting and resolving operational issues.
• Communicate updates to policies, procedures, and technology changes.

• Patient Experience Leadership
• Lead and support designated patient experience staff.
• Assign, prioritize, and monitor work activities.
• Provide coaching, orientation, performance feedback, and issue resolution support.
• Serve as a resource on department operations and procedures.

• Technology
• Utilize scheduling, billing, EMR, Microsoft Office, email, and phone systems.
• Enroll patients in portal programs when applicable.
• Maintain proficiency across multiple systems and visit types.

• Process Improvement
• Participate in departmental and organizational improvement initiatives.
• Support implementation of operational, system, and workflow changes.

Minimum Qualifications

• Education
• High School Diploma/GED required.
• Bachelor's degree preferred.

• Experience
• 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.
• Demonstrated commitment to customer service excellence and patient satisfaction.
• Strong computer and technology skills.
• Ability to effectively resolve patient and family concerns.
• Professional, positive, and empathetic communication skills.
• Excellent verbal and written communication abilities.
• Ability to work effectively with diverse populations and stakeholders.