Patient Experience Representative- ORL (Waltham)

Patient Experience Representative- ORL (Waltham)

This position is fully onsite in Waltham. This Patient Experience position is primarily patient facing/registration. Primary duties are related to registration, service recovery, monitoring patient flow, reviewing various Epic work queues, processing referrals, authorizations, etc. In addition, this role also supports any urgent administrative needs of business including support for our Center for Communication Enhancement programs.

Level 1 Sr. PER Experience: One year of experience, and high school diploma or GED required. Salary Range: $20.63/hr $31.46/hr Typical Responsibilities:

• Provides excellent customer service; addresses routine inquiries and escalates complex issues
• Greets, registers, and directs patients; enrolls patients in the portal
• Schedules appointments/procedures and coordinates clinic flow
• Collaborates with referring providers to manage patient needs
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification
• Collects co-pays, reconciles deposits, and maintains accurate records
• Manages calls, including triaging urgent situations and initiating emergency response when needed
• Maintains calendars, schedules meetings/events, and supports departmental logistics
• Provides general administrative support and processes forms, refills, and external requests
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently
• Participates in team huddles and supports process improvement initiatives

Level 2 Lead PER Experience: Two years of experience, and high school diploma or GED required. Salary Range: $21.47/hr-$33.55/hr Typical Responsibilities:

• Patient Encounter Management: Delivers excellent customer service to support unit operations. Coordinates with referring providers and obtains authorizations. Schedules patients and supports patient encounters.
• Check-In / Check-Out: Greets and directs patients, families, and visitors. Manages daily schedule and clinic flow with staff. Reconciles payments, prepares deposits, and documents transactions. Coordinates with Financial Counseling
• Administrative Support: Manages calendars for physicians/supervisors. Schedules meetings, programs, and events.
• Process Improvement: Contributes to departmental initiatives and process improvements. Supports implementation of system and workflow changes.
• Patient Experience Coordination: Monitors clinic activity to enhance patient experience. Resolves scheduling and customer service issues and handles escalated patient concerns
• Training & Support: Assists with staff training on systems, processes, and terminology. Supports team in resolving operational issues. Serves as a resource on procedures, billing, and payer requirements.
• Individual Contribution: Provides subject matter expertise and trains staff on departmental procedures.
• Managing high volume consult and follow-up appointment requests within various work queues in Epic.

Sign-On Bonus: This role is eligible for a $2,000 sign-on bonus (Note: Internal candidates and former BCH employees who have worked at the hospital within the past 2 years are not eligible)