Sr Patient Experience Representative- ORL Admin Support

Sr Patient Experience Representative- ORL Admin Support | Boston Childrens Hospital

Position Summary: The Senior Patient Experience Representative (Sr. PER) provides advanced administrative and customer service support to ensure an exceptional patient experience and efficient clinic operations. Responsibilities include resolving complex scheduling and customer service issues, obtaining and documenting insurance authorizations, managing patient and provider schedules, and handling incoming calls and inquiries. The Sr. PER serves as a resource for staff, applies strong problem-solving and multitasking skills, and contributes to departmental initiatives focused on operational excellence and continuous process improvement.

Key Responsibilities:

• Primarily working with the Neurotology team, scheduling and coordinating appointments for the pediatric population. There is also a smaller adult patient population that requires care coordination as well.
• Demonstrates positive and effective customer service that supports departmental and hospital operations, responding to patient, family, and provider inquiries and resolving complex issues as appropriate.
• Collaborate with referring providers and practices to support patient care and resolution of complex issues.
• Monitors clinic activity and patient flow to ensure a positive patient experience, addressing customer service and scheduling concerns and responding to escalated service issues.
• Serves as a resource on departmental policies and procedures and assists in resolving administrative and operational issues.
• Verifies, records, and processes patient demographic, insurance, referral, and clinical information; obtains and documents authorizations and referrals; and supports reimbursement and billing processes.
• May collect and reconcile patient payments, prepare deposits, maintain accurate financial records, and facilitate communication with Financial Counsel.
• Schedules patient appointments and procedures across providers, departments, and institutions, coordinating schedules and resources to optimize efficiency and patient access.
• Participates in shift handoffs and team huddles to support communication and operational continuity.
• Provides administrative support, including calendar management, meeting and event coordination, message handling, urgent call triage, records management, correspondence, prescription refill processing, mail distribution, and general clerical duties.
• Manage Work Queues, In Basket messages, Emails, Phone calls and messages on a daily basis
• Coordinates clinical and administrative services and prepares required documentation.
• Assists with staff training, orientation, and cross-training on systems, processes, and policies.
• Serves as a resource for operational, billing, and payer-related questions.
• Uses scheduling, clinical, billing, and Microsoft Office systems proficiently.
• Participates in process improvement initiatives and supports system enhancements.
• Other departmental duties as assigned.

Minimum Qualifications:

• High School Diploma/ GED
• 1 year of relevant, healthcare experience.
• Performs independently; serves as a resource and coaches others.
• Completes tasks independently with occasional guidance on complex issues.
• Builds strong working relationships.
• Communicates effectively with empathy, both verbally and in writing.
• Collaborates effectively with diverse stakeholders.

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).