Patient Experience Representative II- Pain Center

Patient Experience Representative II- Pain Center | Boston Childrens Hospital

Under general supervision, supports administrative operations of a clinical service and helps ensure an exceptional patient and family experience. Performs administrative functions, delivers customer service, and participates in process improvement and operational initiatives.

Key Responsibilities

1. Customer Service

Provides effective customer service to support departmental and hospital operations. Assists patients, families, and visitors by greeting, screening, directing, and registering patients. Responds to routine inquiries regarding hospital procedures, policies, and services. Assists with customer service concerns and escalates complex issues as needed. Communicates with referring providers and practices to support care coordination. May rotate through call center environments as needed.

2. Patient Registration/Admissions/Discharge

Collects patient information, including demographics, insurance, referrals, payments, and required documentation. Obtains authorizations, referrals, and insurance verification. Assists with clinic operations and resolves scheduling concerns. May collect basic clinical information, complete EMR questionnaires, and prepare exam rooms and appointment materials. Processes and reconciles patient payments according to hospital procedures. Facilitates communication with Financial Counseling. May assist with staff onboarding and training.

3. Patient Flow Coordination

Participates in shift handoffs and team huddles. Supports efficient patient flow and a positive patient experience.

4. Administration

Answers, screens, routes, and triages phone calls; responds to routine requests and forwards messages as needed. Maintains calendars and schedules meetings, events, conferences, and programs. Prepares meeting materials, presentations, forms, and requisitions. Provides clerical support, including record management, mail processing, copying, filing, and document distribution. Coordinates with internal departments to support operations. Processes correspondence, outside requests, medical record requests, and prescription refill requests.

5. Technology

Uses hospital systems, phone systems, email, Microsoft Office, and clinical, scheduling, and billing applications. Enrolls patients and caregivers in the patient portal.

6. Process Improvement

Participates in continuous improvement initiatives. Assists with workflow, process, and system changes.

7. Scheduling

Schedules patient appointments, procedures, and related encounters across providers, departments, and institutions. Monitors schedules and coordinates patient flow to optimize resources and patient experience. Communicates with clinicians and staff to support efficient operations.

Minimum Qualifications

Education: High School Diploma or GED required; Bachelor's degree preferred.

Experience: Internal: Minimum 6 months as a PER. External: Minimum 6 months of relevant healthcare experience.

Skills & Qualifications: Proficiency with Microsoft Office and healthcare technology systems. Strong customer service, communication, and problem-solving skills. Ability to communicate effectively and demonstrate empathy in challenging situations. Ability to work with diverse patients, families, and colleagues. Strong attention to detail, accuracy, organization, and prioritization skills. Excellent interpersonal, teamwork, and collaboration skills. Ability to work independently with minimal direction.

Schedule: M-F, 700a-330p, 100% onsite

Sign-On Bonus Eligible for a $2,000 sign-on bonus. Internal candidates and former BCH employees who worked at the hospital within the past two years are not eligible.