Patient Experience Representative

Status
Full-Time

Standard Hours per Week
40

Job Category
Administration

Regular, Temporary, Per Diem
Regular

Pay Range
$19.06-$27.64 Hourly

Office/Site Location
Waltham

Remote Eligibility
Onsite Only

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.

This position is 100% onsite at the Waltham location.

Position Summary:
The Patient Experience Representative I works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services.

Key Responsibilities:

• Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
• Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal
• Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers
• Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
• Prepares for and attends shift handoffs and team huddles
• Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed
• Prepares examination rooms, assists patients, and ensures routine forms are ready for appointments
• Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
• Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
• Transcribes treatment and billing data; communicates with other departments for clinical and administrative services
• Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
• Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
• Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records
• Processes prescription refills, letters, and external requests
• Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently
• Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications:
Education:

• High School Diploma/ GED

Experience:

• No healthcare experience required – Basic customer service and computer skills.
• 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, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.

PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)

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.

Boston Children’s Hospital is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, pregnancy, national origin, ancestry, ethnicity, age, disability, military or veteran status or any other classification protected by law in hiring, promotion, compensation and other terms and conditions of employment. Boston Children’s Hospital collects and maintains information regarding gender, race, and ethnicity for equal opportunity compliance purposes. Boston Children’s Hospital also is subject to various government recordkeeping and reporting requirements for the administration of civil rights laws and regulations.