Patient Experience Representative I- ORL Front Desk

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, 9:30a-6p with flexibility based on business needs
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).

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.