Patient Experience Coordinator - Ambulatory (SPARK)

SPARK is an online autism research study and a growing community of autistic individuals, their families, and researchers on a mission to advance the understanding of autism. Learn more about SPARK HERE

The Patient (Participant) Experience Coordinator will be primarily responsible for responding to existing and potential participant inquiries to the SPARK Helpdesk.


Customer Service:

• Demonstrate positive and effective customer service that support departmental and hospital operations.
• Interact and provide positive and effective customer service to participants and families.
• Handle sensitive participant information and maintain strict confidentiality.
• Respond to routine inquiries about protocol, policies, and procedures.
• Resolve complex issues.
• Prepare for and attend morning team huddles.
• Collaborate and communicate with referring providers and researchers to facilitate management of complex participant issues.

Technology:

• Utilize all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.

Patient Experience Coordination:

• Monitor clinic activity to ensure the best possible participant experience. Assist with resolving customer service and scheduling issues.
• Respond to participants’ needs and situations requiring escalated service response.
• Manage one or multiple researchers’ concerns and intervene when appropriate to assist.

To qualify you must have:

• High School Diploma / GED
• Bachelor’s degree preferred.
• 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.

Schedule:

• Full-Time
• Non-Exempt

Boston Children’s Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare 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.