Onsite Patient Experience Specialist – Front Desk & Admin

Boston Children’s Hospital; Waltham (MA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital seeks a Patient Experience Representative to provide administrative and front-desk support in Waltham, rotating with Needham locations. The role blends patient-facing duties with backend tasks, using EMR systems and MS Office.

Two levels exist with different experience requirements and salary ranges; Level 1 and Level 2 offer growth into patient encounter management, scheduling, and process improvements. A $2,000 sign-on bonus applies to this on-site position.

Qualifications

• 6 months of experience and high school diploma or GED required.
• One year of experience and high school diploma or GED required for Level 2.

Responsibilities

• Provides excellent customer service; addresses routine inquiries and escalates complex issues.
• Greets, registers, and directs patients; enrolls patients in the portal.
• Schedules appointments/procedures and coordinates clinic flow.
• Collaborates with referring providers to manage patient needs.
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification.
• Collects co-pays, reconciles deposits, and maintains accurate records.
• Manages calls, including triaging urgent situations and initiating emergency response when needed.
• Maintains calendars, schedules meetings/events, and supports departmental logistics.
• Provides general administrative support and processes forms, refills, and external requests.
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently.
• Participates in team huddles and supports process improvement initiatives.
• Level 2 adds: Patient Encounter Management, Check-In/Check-Out, Administrative Support, Process Improvement, Patient Experience Coordination, Training & Support, Individual Contribution, Epic workflow management.

Skills

Customer service

Front desk

Scheduling

Administrative support

EMR

Billing

Phone triage

Team collaboration

Education

High school diploma or GED

Tools

Epic

Microsoft Office

Job description

Boston Children’s Hospital seeks a Patient Experience Representative to provide administrative and front-desk support in Waltham, rotating with Needham locations. The role blends patient-facing duties with backend tasks, using EMR systems and MS Office.

Two levels exist with different experience requirements and salary ranges; Level 1 and Level 2 offer growth into patient encounter management, scheduling, and process improvements. A $2,000 sign-on bonus applies to this on-site position.