Patient Experience Representative- ORL Call Center

Patient Experience Representative- ORL Call Center | Boston Childrens Hospital

Position Summary:

Works under close supervision to provide administrative and customer service support within the Call Center, ensuring a positive patient and family experience through efficient coordination of scheduling, registration, and service-related inquiries. Performs a variety of administrative functions requiring foundational knowledge of hospital programs, services, and call center operations. Delivers professional, patient-centered service that supports departmental and organizational goals while actively contributing to continuous process improvement initiatives.

Key Responsibilities:

• Provides excellent customer service to support departmental and hospital operations.
• Responds to routine inquiries regarding policies, procedures, and patient care processes, escalating complex issues as needed.
• Registers new patients and collaborates with providers and practices to support patient care coordination.
• Provides front desk coverage as needed.
• Collects and processes patient demographic, insurance, referral, and clinical information.
• Ensures accurate documentation, billing entry, and insurance verification, including obtaining referrals and authorizations.
• Collects and reconciles patient payments and maintains accurate financial records.
• Schedules patient appointments and procedures across providers and departments.
• Monitors daily schedules and coordinates patient flow to maximize efficiency and patient experience.
• Answers, screens, and routes calls; records messages and escalates urgent matters appropriately.
• Provides general clerical support, prepares forms and correspondence, manages medical records, and processes prescription refill requests.
• Coordinates ancillary clinical and administrative services with internal departments.
• Utilizes scheduling, billing, clinical, and office software systems, including Microsoft Office and phone systems.
• Enrolls patients and caregivers in the patient portal.
• Participates in departmental and organizational initiatives focused on continuous improvement.
• Supports implementation of process and system enhancements.

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, 8:30a-5p with flexibility based on business needs. Hybrid after training. 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).