Patient Experience Representative I- Orthopedics (Waltham)

This position is 100% onsite at the Waltham location.

The expected schedule for this position is:

Monday / Wednesday – 10 am – 6:30 pm

Tuesday / Thursday / Friday – 8 am – 4:30 pm OR 8:30 am – 5 pm

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
• Processes prescription refills, letters, and external requests
• 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, employee discounts and discounted commuter benefits at certain locations. Experience the benefits of passion and teamwork.