Patient Experience Representative I
Children's Hospital Boston
Patient Experience Representative I | Boston Childrens Hospital
Position Summary Under general supervision, provides 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. Actively participates in and contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring in-depth knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations. Recognizes opportunities and recommends process improvement opportunities to enhance operational efficiency while maintaining accuracy. Key responsibilities
Customer Service
- Provides positive, effective customer service to patients, families, visitors, and referring providers.
- Greets, screens, directs, and responds to routine inquiries on hospital protocols.
- Addresses escalated or complex issues and collaborates to resolve patient concerns.
- May rotate through call center functions.
Patient Registration / Admissions / Discharge
- Monitors clinic flow and supports optimal patient experience.
- Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
- Assists with room preparation and routine clinical support tasks.
- Supports billing processes: coding entry, collecting copays, reconciling payments, and preparing deposits.
- Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.
Scheduling
- Schedules appointments and procedures across providers and departments.
- Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.
Patient Flow Coordination
- Participates in shift handoffs and team huddles to support coordinated care.
Administration
- Manages calendars, schedules meetings/events, and supports conferences and department programs.
- Prepares documents, presentations, requisitions, and standard forms.
- Triages calls, routes urgent requests, and initiates emergency services when required.
- Provides routine clerical support (mail, copying, distributing materials, organizing medical records).
- Processes letters, external requests, and prescription refills.
Training
- Participates in and supports staff training on systems, workflows, and customer-service practices.
- Trains and cross-trains staff; serves as resource for operations, billing/payer requirements, and problem resolution.
Technology
- Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
- Enrolls patients and caregivers in the patient portal.
Process Improvement
- Contributes to departmental and organizational improvement initiatives.
- Recommends and helps implement updates to systems and procedures.
Minimum Qualifications
- High School Diploma / GED
- A common knowledge or an understanding of basic computer skills and concepts.
- 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.
- Interpersonal skills, collaboration, and communication.
Schedule: Monday-Friday, 8:30-5pm, hybrid after 6mo 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).
Children's Hospital BostonVacancy posted 2 days ago
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