Patient Experience Representative I
Children's Hospital Boston
Patient Experience Representative I | Boston Childrens Hospital
This position is 100% onsite at the Waltham location. The expected schedule for this position is: Monday / Wednesday 10 am 6:30 pm Tuesday / Thursday / Friday 8 am 4:30 pm OR 8:30 am 5 pm
Position Summary: The Patient Experience Representative I 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.
Key Responsibilities:
- Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
- Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal
- Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers
- Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
- Prepares for and attends shift handoffs and team huddles
- Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed
- Prepares examination rooms, assists patients, and ensures routine forms are ready for appointments
- Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
- Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
- Transcribes treatment and billing data; communicates with other departments for clinical and administrative services
- Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
- Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
- Processes prescription refills, letters, and external requests
- Participates in process improvement initiatives and supports internal changes to systems and procedures
Minimum Qualifications Education:
- High School Diploma/ GED
Experience:
- No healthcare experience required - Basic customer service and computer skills.
- 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.
PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)
Children's Hospital BostonVacancy posted 1 day ago
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