Patient Experience Representative - Arabic Speaking Preferred

Position summary
Provides administrative and patient-facing support for a clinical service, with a focus on creating a positive patient experience. Works under close supervision to support daily clinic operations, patient coordination, scheduling, registration, and customer service.

Key responsibilities

Customer Service

• Provide positive and effective customer service to patients, families, and visitors.
• Greet, screen, and direct patients, families, and visitors.
• Respond to routine questions about hospital policies and procedures.
• Communicate with referring providers and practices as needed.
• Assist with resolving patient concerns and involve a supervisor when needed.

Patient Registration/Admissions/Discharge

• Register patients and process demographic, insurance, payment, and referral information.
• Collect required documentation and information for patient visits.
• Verify insurance, obtain referrals and authorizations, and support patient scheduling.
• Collect and reconcile patient payments when required.

Scheduling

• Schedule patient appointments and procedures across providers and departments.
• Monitor daily schedules and help coordinate patient flow.
• Communicate with clinicians and supervisors to maintain an efficient patient experience.

Patient Flow Coordination

• Participate in shift handoffs and team huddles.
• Help monitor clinic activity and maintain an efficient patient flow.

Administration

• Answer, screen, and route phone calls and triage urgent calls when needed.
• Record and forward messages.
• Provide routine clerical and administrative support.
• Schedule meetings, programs, and events.
• Organize documents, medical records, forms, and other materials.
• Communicate with other departments to coordinate services.

Technology

• Use phone systems, email, Microsoft Office, EMR, scheduling, and billing applications.
• Enroll patients and caregivers in the patient portal.

Process Improvement

• Participate in departmental and organizational initiatives and projects.
• Assist with implementing changes to internal systems and procedures.

Minimum qualifications

• Basic computer skills.
• Strong customer service and communication skills.
• Ability to communicate clearly and demonstrate empathy.
• Ability to work with diverse patients, families, and coworkers.
• Strong attention to detail and accuracy.
• Good interpersonal, collaboration, and organizational skills.

Education:
High School Diploma or GED required.
Experience:
No healthcare experience required. Basic customer service and computer skills required.
Schedule:
Schedule not specified in the job description.

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.