Position Description
The Division of Endocrinology at Boston Children’s Hospital is one of the largest and most accomplished pediatric endocrinology team of experts in the world. Our program brings together experienced pediatric endocrinologists, endocrinology nurses, diabetes nurse educators, registered dietitians and mental health professionals who are at the top of their field. They will work together to guide you and your family from diagnosis through long-term management of the symptoms to keep your child well to enjoy the wonders of childhood.
*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)*
The Patient Experience Coordinator will be responsible for:
Customer Service:

1. Demonstrate positive and effective customer service that support departmental and hospital operations.
2. Interact and provide positive and effective customer service to patients and families.
3. Respond to routine inquiries about hospital protocol, policies, and procedures.
4. Prepare for and attend morning team huddles.
5. Collaborate and communicate with referring providers and practices to facilitate management of complex patient issues.

Patient Experience Leadership:

1. Lead and oversee work of designated patient experience staff.
2. Plan, prioritize, and delegate work assignments and monitors performance, providing feedback and guidance as needed.
3. Train and orient new personnel.
4. Provide input into selection, evaluation, and discipline of staff as appropriate.

Training:

1. Participate in the development of training programs.
2. Responsible for training, onboarding, and leading in all of the above areas of scheduling, insurance, authorization, and billing.
3. Ensure staff is informed regarding Customer Service, IT system, policies, and procedures changes.
4. Demonstrate high-level problem-resolution skills. Provides assistance to other support staff in evaluating and resolving issues.
5. Serve as a resource on operations and procedures, payer, and billing requirements.

Technology:

1. Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.

Process Improvement:

1. Reviews and oversees other schedulers to review unfilled OR times to maximize scheduled surgeries/surgical procedures. Coordinates with the ORs, outside hospitals, and/or vendors for surgical services.
2. Fulfills all duties of the scheduler role in the practice or if there are staffing gaps.

Patient Experience Coordination:

1. Monitors clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues.
2. Responds to patients’ needs and situations requiring escalated service response.
3. Manages one or multiple provider concerns and intervenes when appropriate to assist the lead and or schedulers with complex surgeries and scheduling, insurance coordination, referral authorizations, and/or billing issues.

Prior Authorization, Billing & Finance:

1. Manages and participates in pre-authorizations and verifications with billing/insurance to ensure patient and workflow efficiency. Enters the correct CPT codes to describe examinations and ICD-9/10 codes to facilitate the authorization.

To qualify you must have:

1. High School Diploma / GED
2. Bachelor’s degree preferred.
3. 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.

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.
Status Full-Time
Standard Hours per Week 40
Job Posting Category Administration
Regular, Temporary, Per Diem Regular
Office/Site Location Boston
Remote Eligibility Part Remote/Hybrid