Patient Experience Rep I- Ophthalmology (Boston and Cape Cod)

Boston Children’s Hospital; Boston, Northern (MA, KY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Sign-on bonus

Hybrid work schedule

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative I to support administrative operations, coordinate services for patients and families, and contribute to continuous process improvement. The role focuses on delivering a positive experience by greeting, registering, scheduling, and assisting with the patient portal and related workflows.

The position is based in Boston with hybrid work (1 day on-site per week after training) and occasional travel to the Cape; Monday–Friday

Qualifications

• Basic customer service and computer skills.
• Clear written and verbal communication with empathy.
• Strong attention to detail and accuracy.

Responsibilities

• Provides positive customer service to patients, families, and visitors.
• Greets, screens, directs, and registers patients; enrolls in patient portal.
• Schedules encounters and coordinates flow to optimize experience.
• Prepares examination rooms and assists patients with routine forms.
• Answers calls, triages urgent issues, and supports team handoffs.
• Maintains calendars and supports departmental programs and presentations.
• Processes referrals, authorizations, and reconciles payments as needed.

Skills

Customer service

Communication

Empathy

Attention to detail

Education

High School Diploma or GED

Job description

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
• 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:

• 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.

Schedule: Monday-Friday, 830am-5pm. This role is based out of Boston and will travel to the Cape 4 or more times a month). Hybrid 1x a week after training period.

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)