Lead Patient Experience Representative - Psychiatry
Company: Boston Children's Hospital
Location: Brookline
Posted on: December 2, 2025
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Job Description:
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.
Keywords: Boston Children's Hospital, Brookline , Lead Patient Experience Representative - Psychiatry, Administration, Clerical , Brookline, Massachusetts
