Lead Patient Experience Representative- Dentistry

Lead Patient Experience Representative- Dentistry

86763BR

Dental Services

testing

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Status

Full-Time

Standard Hours per Week

40

Job Category

Administration,

Regular, Temporary, Per Diem

Regular

Pay Range

$21.47-$33.55 Hourly

Office/Site Location

Boston

Remote Eligibility

Onsite Only

Job Posting Description

At Boston Children's Hospital, the quality of our care - and our inclusive hospital working environment - lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.

Position Summary

The Lead Patient Experience Representative (PER) oversees clinic administrative operations and supports an exceptional patient and family experience. This role provides advanced administrative support, coordinates patient services, supports clinic workflows, leads designated staff, and serves as a resource for operational processes.

Key Responsibilities

Customer Service

• Deliver exceptional service to patients, families, visitors, providers, and staff.
• Respond to inquiries regarding clinic and hospital policies, procedures, and services.
• Resolve complex patient concerns and escalated service issues.
• Register, screen, and direct patients and visitors while coordinating care with internal and external partners.

Patient Registration & Financial Coordination

• Verify and maintain patient demographic, insurance, referral, and clinical information.
• Obtain, document, and track authorizations, referrals, and insurance verifications.
• Support patient intake, discharge, EMR documentation, billing-related activities, and reimbursement processes.
• Collect and process patient payments when applicable and facilitate communication with Financial Counsel.

Scheduling & Patient Flow

• Schedule and confirm appointments, tests, procedures, surgeries, and consultations.
• Coordinate schedules, obtain required authorizations, and address scheduling issues.
• Monitor patient flow and collaborate with clinical staff to support efficient operations.
• Participate in shift handoffs and team huddles.

Administrative Operations

• Provide administrative support to physicians, supervisors, and clinic teams.
• Coordinate meetings, events, conferences, calendars, correspondence, and communications.
• Manage records, forms, supplies, equipment inventory, requisitions, and document distribution.
• Coordinate ancillary services with internal departments and support general office operations.

Staff Training & Leadership

• Train, onboard, and support staff on systems, policies, procedures, and workflows.
• Serve as a resource for operational, payer, billing, and customer service requirements.
• Provide coaching, guidance, and problem-resolution support.
• Communicate process, technology, and policy updates.

Patient Experience Leadership

• Lead and monitor designated patient experience staff.
• Assign and prioritize work, provide feedback, and support performance management activities.
• Assist with resolving complex administrative and patient service issues.
• Promote a collaborative, patient-centered environment.

Technology & Process Improvement

• Utilize clinical, scheduling, billing, communication, and Microsoft Office systems.
• Support patient portal enrollment and multiple visit workflows.
• Participate in process improvement initiatives and implementation of operational changes.
• Identify opportunities to improve efficiency, service quality, and patient satisfaction.

Minimum Qualifications

Education

• High School Diploma or GED required; Bachelor's degree preferred.

Experience

• Minimum 2 years of healthcare, administrative, or customer service experience.
• Advanced proficiency with Microsoft Office and business applications.
• Ability to serve as a subject matter resource, troubleshoot issues, and coach others.
• Strong customer service, communication, interpersonal, and teamwork skills.
• Demonstrated ability to work effectively with diverse stakeholders.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Ability to resolve patient concerns with professionalism, empathy, and sound judgment.

Schedule: Will train in Brookline for first 3 months and then go between Boston and Brookline, depending on business needs.

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.

Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.

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