Lead Patient Experience Representative - Psychiatry

Company : Boston Children's Hospital

Location : Brookline, MA, 02445

Posted Date : 28 October 2025

Job Details

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.