Sr Patient Experience Representative- Urology

Position summary

The Senior PER ensures an optimal patient experience by monitoring clinic activity, resolving service and scheduling issues, and managing daily schedules. They provide high-level customer service, obtain necessary authorizations, triage calls, support emergency communication, and assist with training initiatives. They demonstrate strong problem-solving, multitasking, and contribute to continuous process improvement efforts.

Key responsibilities

• Customer Service
• Provides effective service to patients, families, and visitors.
• Answers questions on policies and procedures; resolves complex issues.
• Greets, screens, registers, and directs patients.
• Coordinates with providers on patient issues.
• May rotate in call center settings.
• Patient Registration/Admissions/Discharge
• Verifies and records patient, insurance, and referral info.
• Collects co-pays, reconciles payments, and prepares deposits.
• Gathers clinical data (e.g., height, weight, temperature); assists in room prep.
• Prepares records, forms, and required documentation.
• Supports billing, authorizations, and reimbursement processes.
• Serves as a resource on policies and procedures.
• Scheduling
• Schedules visits and procedures across departments.
• Manages daily flow and communicates with staff to maintain efficiency.
• Patient Flow Coordination
• Participates in shift handoffs and team huddles.
• Administration
• Manages calendars, meetings, and events.
• Provides clerical support and triages calls.
• Organizes records, supplies, and forms for visits.
• Coordinates with departments and processes mail, documents, and prescriptions.
• Training
• Trains and cross-trains staff on systems and procedures.
• Shares updates and resolves workflow issues.
• Acts as a resource on operations and billing.
• Technology
• Uses office systems and hospital applications.
• Enrolls patients in portals.
• Process Improvement
• Supports and implements process improvement initiatives.

Minimum qualifications

Education

• A high school level of education.

Experience

• Minimum of 1 year as a PER or related healthcare experience.
• Can perform the actions associated with this skill without assistance. Is considered "a person to ask" when difficult questions arise. Capable of coaching others by translating complex nuances into easy-to-understand terms.
• Able to successfully complete tasks as requested. Help from an expert may be required from time to time can discuss the application and implications of changes to processes, policies, and procedures in patient experience.
• Understands needs and takes a proactive approach to meeting their needs in an effective and timely manner. Uses non-technical language skillfully to ensure effective communication with customers from all levels of understanding.
• Builds and maintains effective working relationships.
• Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
• Ability to work with diverse internal and external constituencies.

Schedule: M-F. Hybrid.

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates or former employees who have worked with BCH in the last 2 years).

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.