At Childrens, the regions only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring teamand join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview
The Contact Experience Specialist is the first step for our patients and families to access care, either through telephonic or digital connections. These patient scheduling requests should build defining moments, demonstrating our relentless focus on communication with families and respecting their needs. The Contact Experience Specialist will support enrolling patients in Children's Connect, demonstrating our ability to coordinate care in partnership with our patients and families. They also will be the conduit to share personal needs from patients and families so the care team can accommodate the family during their visit. This position is responsible for floating between pods when and where needed. The Contact Experience Specialist is empowered to make the patient and family's experience extraordinary. This position is responsible for floating between clinics when and where they are needed.

Essential Functions

Patient Check-In Greet and assist patients upon arrival, ensuring a welcoming and efficient check-in experience using provided hardware. Guide patients on using self-registration kiosks, aiding those who need help navigating the registration process. If unable to utilize Kiosk, complete the expedited registration process and connect to the registration team as needed. Collect co-pays and needed documents such as consents or clinical questionnaires Coordinate and assist families completing patient questionnaires to the degree the patient/family requires problem solving and report kiosk-related issues to Leadership and the technical support team for timely resolution. Escort and support wayfinding for patients/families to the next location of care.
Customer Service Serve as a primary point of contact in the waiting space, addressing patient inquiries and providing directions or information as needed. Supporting the play environment within the waiting space, including disinfecting shared devices/toys. Resolve patient concerns and issues in a prompt and courteous manner or escalate to the appropriate team member as needed. Support a positive patient experience by maintaining a clean, organized, and welcoming front desk area. Activate Childrens Connect for any patients/families without an account.
Point-of-Care Scheduling Manage point-of-care scheduling by coordinating follow-up appointments as directed by healthcare providers. Ensure accurate appointment scheduling and work closely with clinical staff to meet patients scheduling needs. Provide patients with information on upcoming appointments, procedures, and any preparation requirements.
Administrative Support Maintain confidentiality of patient information and adhere to HIPAA regulations and hospital policies. Perform general administrative tasks, such as answering phones when at the desk, handling mail, and supporting department initiatives. Actively participate in team meetings and contribute to process improvement initiatives to enhance service quality.

Education Qualifications

High School Diploma High school diploma or equivalent Preferred

Experience Qualifications

Customer service or reception experience Preferred

Skills and Abilities

Strong communication, organizational, and problem-solving skills, with attention to detail.
Basic technical skills to assist with various patient needs.
Pursues making great experiences extraordinary.
Be proactive and creative in creating personalized connections to patients and their families.
Strong interpersonal and customer service skills, with a patient-centered approach.
A desire to care greatly for children,
Ability to handle sensitive patient information and maintain confidentiality.
Excellent organizational skills and attention to detail.
Ability to manage multiple tasks efficiently in a fast-paced environment.

Childrens is the very best for kids and the very best for your career! At Childrens, we put YOU first so together, we can improve the life of every child!