Admin Patient Experience Representative- ORL
$19 - $27.64 per hourChildren's Hospital Boston
Admin Patient Experience Representative- ORL | Boston Childrens Hospital
Position Summary: The Patient Experience Representative supports the Department of Otolaryngology (ORL) by providing exceptional patient access, scheduling, and administrative support for pediatric and adult patients. This role serves as a key liaison between patients, families, providers, and referring practices, coordinating appointments, managing patient information, and ensuring efficient clinic operations while delivering a high level of customer service and supporting quality patient care. Candidates will be evaluated and placed at Level 1, Level 2 or Level 3 based on experience, competencies, and alignment with career ladder criteria.
Level 1 PER I Experience: Entry Level Role Experience Not Required Salary Range: $19./hr- $27.64/hr
- Schedule and coordinate patient appointments for pediatric (and occasional adult) patients while maintaining accurate demographic, insurance, and referral information.
- Deliver exceptional customer service by responding to routine patient, family, and provider inquiries and supporting daily clinic operations.
- Manage daily administrative tasks, including phone calls, messages, work queues, calendars, prescription refill requests, records management, and general clerical support.
- Participate in team huddles, shift handoffs, and other departmental activities to support efficient clinic operations.
Level 2 Sr PER Experience: 1+ Years of Experience Salary Range: $19.83/hr-$29.49/hr
- Coordinate complex scheduling across providers, departments, and external practices to optimize patient access and continuity of care.
- Resolve escalated scheduling, registration, referral, and customer service issues while collaborating with clinical teams and referring providers.
- Verify authorizations and referrals, support billing and reimbursement processes, reconcile patient payments as applicable, and serve as a resource for payer-related questions.
- Coordinate clinical and administrative workflows, monitor patient flow, and support operational efficiency through proficient use of Epic, scheduling, billing, and Microsoft Office systems.
Level 3 Lead PER Experience: 2+ Years of Experience Salary Range: $21.47-$33.55
- Serve as a departmental resource for operational policies, scheduling, billing, and administrative processes, independently resolving complex issues.
- Lead coordination of complex patient care activities involving multiple specialties, providers, and external organizations to ensure seamless patient experiences.
- Participate in process improvement initiatives, system enhancements, and workflow optimization to improve operational performance and patient access.
Schedule: M-F. 4 days onsite, 1 day from home after training period. 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).
Status: Full-Time
Regular, Temporary, Per Diem: Regular
Standard Hours per Week: 40
Pay Range: $19.83-$33.55 Hourly
Office/Site Location: Boston
Job Posting Category: Administration
Remote Eligibility: Part Remote/Hybrid
Children's Hospital BostonVacancy posted 1 day ago
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