The Lead PER shall be responsible for:Customer ServiceDemonstrates positive and effective customer service Responds to routine inquiries about hospital protocol, policies, and proceduresGreets, screens, registers, and directs patients, families, and visitorsCollaborates and communicates with referring providers and practices to facilitate management of complex patient issuesPatient Registration/Admissions/DischargeMonitors clinic activity to ensure the best possible patient experienceAssists with resolving customer service and scheduling issuesResponds to patients' needs and situations requiring escalated service responseVerifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointmentsCollects all necessary clinical documentation and informationObtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate systemSchedulingResponsible for the scheduling of tests or procedures for patients, such as lab work or x-rays, and ordersObtains required authorizations to compile patient and staff schedulesSchedule and confirm patient diagnostic appointments, surgeries, or medical consultationsSupports the patient encounterMonitors daily schedule and coordinates flow with clinicians /supervisorsAdministrationMay maintain personal calendars for physician/supervisor(s)Records and forwards messages, triages calls for urgent information or services, initiates call for emergency servicesMay collect and organizes medical records, information, materials, and supplies required for appointmentsCommunicates with other departments to coordinate ancillary clinical/administrative servicesOpens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documentsTrainingParticipates in the development of training programs. Trains clinic staff in department systems, processes, and terminologyDemonstrates high-level problem-resolution skillsProvides assistance to other support staff in evaluating and resolving issuesPatient Experience LeadershipLeads and oversees work of designated patient experience staffPlans, prioritizes, and delegates work assignments and monitors performance, providing feedback and guidance as neededServes as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issuesTechnologyUtilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applicationsProcess ImprovementDemonstrates interest in and ability to actively participate in and contribute to departmental and organizational initiatives & projects with a focus on continuous process improvementTo qualify, you must have:High School Diploma/ GEDMinimum 2 years of healthcare experience and customer service experience Can provide guidance, troubleshoot, and answer questions Can perform the actions associated with this skill without assistance. Capable of coaching othersUtilizes feedback to improve performance. Identifies opportunities to improve patient experience and satisfaction. Sets, commits to, and maintains high standards for quality work and responsivenessStrong computer skills and concepts; proficient with Microsoft Office programs Assist patients and families Conveys a positive, professional demeanor Strong written and verbal communication Ability to work with diverse internal and external constituenciesStrong attention to detailExcellent Interpersonal skills, collaboration, and teamworkStrong organizational and prioritization skillsBoston Children's Hospital offers competitive compensation and benefits. #LI-Hybrid