Patient Experience Coordinator (Emergency Department)

1. Patient Experience Leadership a. Coordinates and oversees work of designated patient experience staff. b. Plans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as needed. c. Acts as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues. d. May lead and oversee work of designated office. e. Serves as a Fire Coordinator in the department. f. Help the Director with Coding Vendor dashboard. g. Environment of Care checklist- ensures compliance with DPH. h. Inventory Ordering- Coordinates ordering of office supplies; medical equipment; conducts testing of equipment used by the PERs.

2. Training a. Coaches and trains staff on workflow process. b. May monitor staff attendance at required hospital/departmental training. c. Develop department specific PER training materials; upload to NET Learning. d. Train staff on Downtime systems. e. Troubleshooting problems with staff when issues arise- i.e., fax machine not working. f. Implement new rollout of processes or updates regarding any new projects. 3. Patient Experience Monitoring & Analysis
a. Will evaluate PER work via audit reports for misses or trends. b. Gathers data and qualitative measures to identify opportunities regarding patient experiences and uses information to drive process improvement projects within department. c. Identifies trends and root causes and presents workable solutions to ED Director. d. Shares info with department management and committees. e. Develops improvement initiatives. f. Identifies opportunities for improvement in patient scheduling and flow. g. Monitors access issues. h. Keeps abreast of changes to billing, insurance, and billing platform (EPIC). i. Subject Matter expert- Cerner, EPIC, Capacity Management (systems)- Life Image, VIP (MA system for death certificates). j. Sit on different committees; represent the ED as the subject matter expert i.e., CHAMPS meetings, systems meetings, workflow updates (epic utilization).

Minimum 2 years of related healthcare experience, related computer application experience (i.e., Microsoft Application Suite, Adobe, Google Applications, etc.), and strong customer service experience.

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.