Patient Experience Representative- Neurosurgery

Patient Experience Representative- Neurosurgery

Position Summary

Works under close supervision to provide 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. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations. Candidates will be evaluated and placed at Level 1, Level 2 or 3 Level based on experience, competencies, and alignment with career ladder criteria.

Level 1 PER I

Experience: Entry Level Role Experience Not Required Salary Range: $19.83/hr- $29.49/hr

Typical Responsibilities:

• Provide administrative support to the department and program operations, including scheduling, registration, call management, meeting coordination, and daily workflow support.
• Deliver compassionate customer service to patients and families while supporting intake, documentation, insurance verification, and record preparation.
• Utilize hospital systems (e.g., Epic, Microsoft Office) to maintain accurate patient information, process requests, and support clinic operations.
• Collaborate with team members and participate in workflow and quality improvement activities with guidance.

Level 2 PER II

Experience: 6 months of Healthcare Admin Experience Salary Range: $19.83/hr-$29.49/hr

Typical Responsibilities:

• Provide comprehensive administrative and operational support to the department and program activities, independently managing scheduling, intake, call triage, and care coordination tasks.
• Deliver high-quality service to patients and families, resolve routine concerns, and support complex scheduling, documentation, insurance, and referral processes.
• Utilize hospital systems proficiently to manage clinical information, process requests, and ensure accurate and efficient workflow execution.
• Collaborate with interdisciplinary teams and actively contribute to workflow enhancements and quality improvement initiatives.

Level 3 Sr PER

Experience: 1+ Years of Healthcare Admin Experience Salary Range: $20.63/hr-$31.46/hr

Typical Responsibilities:

• Provide advanced administrative and operational support to the department and program functions, serving as a resource for scheduling, patient coordination, and workflow management.
• Ensure exceptional patient and family experience by addressing complex inquiries, supporting escalations, and facilitating efficient care coordination.
• Demonstrate expert use of hospital systems to oversee documentation accuracy, process optimization, and operational consistency.
• Partner with clinical and administrative teams to support program initiatives, workflow improvements, and team effectiveness.

Schedule: M-F. Hybrid. 1 day a week from home 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).

Children's Hospital Boston