Patient Experience Concierge

Boston Children’s Hospital; Boston (MA); On-site; USD 42,000 - 58,000; Full time

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support a complex surgery unit, providing administrative and patient-facing services that enhance the patient and family experience.

You will handle admissions/discharge support, patient flow, phone coverage, and a range of clerical tasks under close supervision, ensuring efficient operations and compassionate care across the unit.

Qualifications

• High School Diploma or GED required.
• No healthcare experience required. Basic customer service and computer skills required.
• Strong customer service and communication skills.
• Ability to communicate clearly and demonstrate empathy in difficult situations.
• Ability to work with diverse patients, families, visitors, and coworkers.
• Strong attention to detail and accuracy.
• Good interpersonal, collaboration, and organizational skills.

Responsibilities

• Provide positive and effective customer service to patients, families, visitors, and coworkers.
• Greet and direct patients, families, and visitors.
• Respond to routine questions about hospital policies and procedures.
• Manage a high volume of inbound and outbound calls.
• Provide accurate information, directions, and guidance and follow up to make sure needs are addressed.
• Process patient transfer and discharge paperwork.
• Notify the Charge Nurse when patients arrive.
• Answer, screen, and route telephone calls and triage urgent calls when needed.
• Record and forward messages.
• Open and distribute mail and patient records and handle routine document processing.
• Activate overhead announcements, including Admissions, Code Blues, and Staff Assists.
• Complete MedReq uploads for providers.
• Coordinate with other departments to support clinical and administrative services.

Skills

Basic computer skills

Customer service

Communication skills

Empathy

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Boston Children’s Hospital is seeking a Patient Experience Representative to support a complex surgery unit, providing administrative and patient-facing services that enhance the patient and family experience.

You will handle admissions/discharge support, patient flow, phone coverage, and a range of clerical tasks under close supervision, ensuring efficient operations and compassionate care across the unit.