New

Patient Experience Representative I- Orthopedic Trauma

Boston Children's Hospital
dental insurance, 403(b)
United States, Massachusetts, Boston
Apr 02, 2025
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. As a member of the Orthopedic Trauma team, the Patient Experience Rep I will work to support the administrative operations of the Orthopedic Trauma Program patient outreach, under the supervision of the Senior Program Coordinator of the Trauma Service. The Patient Experience Rep I will ensure timely follow-up care for patients with orthopedic injuries. The role involves coordinating outreach efforts to patients and families, scheduling follow-up appointments, and facilitating communication between patients, providers, and clinical teams to enhance care continuity and outcomes for patients with orthopedic trauma injuries. Additionally, it includes reviewing and implementing care plans, referring patients to relevant services, and acting as a liaison with internal and community resources. Performs administrative tasks requiring basic knowledge of programs and services while providing positive and effective customer service that supports the Orthopedic Trauma Program, as well as departmental and hospital operations Principal Duties and Responsibilities: Patient Outreach Coordination Extract and review the daily ED discharge report to identify patients requiring follow-up care for orthopedic conditions, updating the department ED follow-up tracking list to ensure accuracy and prevent loss to follow-up. Appointment Scheduling and Follow-Up Use clinic scheduling and communication systems to offer available appointment slots to patients during callbacks and confirm scheduled appointments and provide necessary details (e.g., date, time, clinic location, preparation instructions). Patient Communication Handle inquiries with empathy and escalate complex issues to supervisors or care coordinators. Care Plan Implementation and Resource Referral Assist orthopedic trauma patients and their families with care plans and referrals to clinics and specialized services (including return to school, mental health, transportation, and community resources). Assist in the development of a customized mental health resource pathway with the Department of Psychiatry Assist in the development of Orthopedic Trauma resources in our Needham clinic, scheduled to open in 2026. Resource Liaison and Assessment Evaluate patient needs and coordinate referrals to internal and community resources. Help patients with insurance applications and maintain key resource relationships. Process Improvement Participate actively in departmental initiatives to refine the Emergency Department callback process and enhance patient experience for orthopedic trauma patients. To qualify, you must have: High School Diploma/GED A common knowledge or an understanding of basic computer skills and concepts. Makes use of customer service knowledge to assist patients and families in resolving problems. Conveys a positive demeanor when interacting with patients, families, and coworkers. Ability to communicate in a clear, eective manner both orally and in writing and demonstrate empathy in dicult personal situations. Ability to work with diverse internal and external constituencies. Demonstrates the ability to pay attention to detail and accuracy. 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. Boston Children's Hospital requires all employees to be vaccinated against COVID-19 and Flu, (unless you are eligible for a medical or religious exemption). 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.