"Sr. Patient Experience Representative: Dentistry (Hybrid)"

Position Summary / Department Summary

The Senior Patient Experience Representative in the Department of Dentistry plays a critical role in ensuring timely access to care and an exceptional patient and family experience. This position manages incoming referrals, supports accurate specialty triage, and oversees hygiene scheduling to optimize clinic flow and access.

Key Responsibilities

Patient Experience, Access, and Scheduling

• Deliver positive, effective customer service to patients, families, visitors, and staff in alignment with hospital and departmental standards
• Monitor daily clinic activity and patient flow to optimize access
• Schedule patient encounters and procedures across providers and specialties
• Conduct appointment confirmation calls and text reminders two days prior to scheduled visits

Hygiene Management and Scheduling

• Manage and oversee hygiene schedules and templates
• Monitor hygiene schedules daily to identify and address appointment availability
• Manage the hygiene scheduling distribution list
• Work assigned orders and scheduling tasks in Epic work queues

Referral Management and Specialty Triage

• Manage and monitor the Dentistry referral inbox
• Triage referrals to appropriate dental specialties
• Schedule referred patients within 48 hours of referral receipt, prioritizing urgent cases
• Communicate with referring offices to obtain missing documentation, clarification, or follow-up as needed
• Collaborate with external partners including Tufts, Cambridge Health Alliance (CHA), and Franciscan Children's Hospital (FCH) to facilitate smooth patient transitions

Clinical Support and Administrative Operations

• Process and distribute incoming faxes on designated days
• Communicate real-time scheduling challenges, high-priority items, and clinic changes to clinical leadership
• Manage the Dental Clinical Support Pool in Epic, including triage, responses, and scheduling
• Provide support to Call Center or Frontline operations as needed
• Answer, screen, and triage incoming calls; respond to routine inquiries and initiate emergency services when appropriate
• Utilize office and clinical technology including Epic, phone systems, Microsoft Office, scheduling, billing, and patient portal tools

Training and Process Improvement

• Participate in training, onboarding, and cross-training of clinic staff on systems
• Serve as a resource for staff regarding departmental processes, payer requirements, and operational procedures
• Actively participate in departmental and organizational initiatives

Minimum Qualifications

Education

• Required: High School Diploma or GED
• Preferred: None specified

Experience

• Required: Minimum of one (1) year experience as a Patient Experience Representative or in a related healthcare role
• Preferred: Experience in an ambulatory or dental clinical setting with referral management and complex scheduling responsibilities

Schedule & Location

• Shift: Full-time, 8:00 AM - 4:30 PM
• Work Model: Hybrid after training
• Location: 2 Brookline Place

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, a 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.

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.

About Boston Children's Hospital

Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.