Lead Patient Experience Representative - Psychiatry

Boston Children's Hospital
dental insurance, 403(b)
United States, Massachusetts, Brookline
Oct 11, 2025
Position summary The Lead PER leads the administrative operations of a clinic and works to ensure the best possible patient experience by effectively leading and coordinating services to patients and families. Provides administrative support for a clinic and its providers. Performs various administrative functions requiring in-depth knowledge of programs and services. Key responsibilities Customer Service: Provides positive and effective customer service that supports unit operations Responds to routine inquiries about hospital protocol, policies, and procedures Greets, screens, and directs patients, families, and visitors Collaborates and communicates with referring providers and practices Check In/Check Out: Greets and directs patients, families and visitors and collects information for documentation. Verify all information for records Monitors daily schedule and coordinates flow with clinicians /supervisor Reconciles payments and prepares deposits, provides record of transactions in Hospital systems Facilitates and directs communication with Financial Counseling Scheduling: Responsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and orders Obtains required authorizations Monitors daily schedule and coordinates flow Administrative: Maintains personal calendars for physician/supervisor(s). Schedules meetings, programs and events. Records and forwards messages, triages call for urgent information or services, initiates call for emergency services Provides routine clerical support as needed Training: Participates in the development of training programs Trains clinic staff in department systems, processes, and terminology Demonstrates high-level problem resolution skills. Provides assistance to other support staff in evaluating and resolving issues Serves as a resource on operations and procedures, payer and billing requirements Patient Experience Leadership: Leads and oversees work of designated patient experience staff Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance Provides input, evaluation, and discipline of staff as appropriate Process Improvement: Demonstrates interest in and ability to actively participate in and contribute initiatives & projects with a focus on continuous process improvement Assists in implementing changes in systems and procedures Minimum qualifications Education: A high school level of education, bachelor's degree preferred Experience: Min 2 years of related healthcare experience, related computer app exp (Microsoft office, Google apps, adobe, etc) Bilingual English/Spanish strongly preferred Excellent interpersonal skills, collaboration, teamwork, and communication Strong customer service experience required Schedule: M-F, 100% Onsite This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years). 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. The posted pay range is Boston Children's reasonable and good-faith expectation for this pay at the time of posting. Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes 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.