Patient Experience Representative I- BACH Program

Position Summary/ Department Summary:
The Boston Adult Congenital Heart (BACH) Program provides comprehensive care to adult patients living with congenital heart disease (CHD). We are committed to advancing care both by training the future leaders in the field, as well as advancing medical science through research. In partnership with Brigham and Women's Hospital, we offer a full range of inpatient and outpatient clinical services to adults with CHD and pulmonary hypertension, from diagnosis to cardiac catheterization and surgical repair. To learn more about the BACH Program, click here.

Key Responsibilities:

• Patient Encounter Management:
  • Providing positive and effective customer service that supports unit operations.
  • Collaborating with referring providers and practices.
  • Assisting with transition from pediatric cardiology program to Boston Adult Congenital Heart (BACH) Program for qualified patients. Managing intake process for new patients.
  • Obtaining required authorizations to compile patient and staff schedules.
  • Scheduling patients and supporting the patient encounter, including coordination and scheduling for BWH and other external locations.
• Administrative:
  • Scheduling meetings, programs and events.
  • Recording and forwarding messages, triaging call for urgent information or services, initiating call for emergency services.
  • Monitoring daily schedule and coordinating flow with clinicians/supervisor
  • Facilitating and directing communication with Financial Counseling.
  • Providing routine clerical support as needed.
• Process Improvement:
  • Actively contributing to departmental and organizational initiatives and projects with focus on continuous process improvement.
  • Assisting in implementing change in internal systems and procedures.

Minimum Qualifications
Education:

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

Experience:

• No healthcare experience required - Basic customer service and computer skills.
• Makes use of customer service knowledge to assist patients and families in resolving problems.
• Conveys a positive demeanor when interacting with patients, families, and coworkers.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.

Schedule: Monday-Friday, Hybrid, 8:30a-5:00p
*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.