Patient Experience Representative I- ORL

Patient Experience Representative I- ORL | Boston Childrens Hospital

Position Summary: 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. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

• Demonstrates positive and effective customer service that supports departmental and hospital operations.
• Responds to routine inquiries regarding hospital policies, procedures, and services, escalating complex issues to a supervisor as needed.
• Greets, screens, and directs patients, families, and visitors, collaborating with providers and practices to support patient care and a positive patient experience.
• May rotate between clinic and call center functions as needed.
• May collect basic patient information, including height, weight, temperature, and questionnaire responses in the EMR.
• Assists with exam room preparation, patient support, and required appointment documentation according to established procedures.
• Records and processes patient demographic, insurance, referral, and clinical information; enters billing-related data and obtains required authorizations, referrals, and insurance verifications.
• May collect and reconcile patient payments and maintain accurate financial records in hospital systems.
• Under close supervision, schedules patient appointments and procedures, monitors daily schedules, and coordinates patient flow to optimize resource utilization and service delivery.
• Participates in shift handoffs and team huddles to support operational continuity.
• Answers, screens, and routes telephone calls; records messages, triages urgent requests, and initiates emergency calls when required.
• Provides administrative support, including calendar management, meeting and event coordination, correspondence, record management, mail distribution, prescription refill processing, and general clerical duties.
• Coordinates ancillary clinical and administrative services with internal departments and prepares standard forms and requisitions as needed.
• Utilizes office, clinical, scheduling, and billing systems, including Microsoft Office applications and patient portal enrollment tools.
• Participates in departmental and organizational initiatives focused on continuous process improvement and supports implementation of system and process changes.

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.

Schedule: Monday- Friday, hybrid after training. This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).

Children's Hospital Boston