Patient Experience Rep I - Ophthalmology (Needham & Worcester)

Boston Children’s Hospital; Worcester (MA); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Sign-on Bonus of $2,000

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative I to enhance patient experience across our Worcester and Needham locations. This role requires effective customer service, administrative support, and collaboration with providers to manage complex patient issues.

The ideal candidate will possess a high school diploma, basic customer service experience, and demonstrate attention to detail. Successful candidates will have a positive demeanor and effective communication skills, contributing to a supportive hospital environment.

Qualifications

• Basic customer service and computer skills.
• Ability to communicate effectively both orally and in writing.
• Ability to work with diverse internal and external constituencies.

Responsibilities

• Provide positive customer service to patients, families, and visitors.
• Schedule patient encounters and monitor daily schedules.
• Assist in collecting patient demographics and insurance information.

Skills

Customer service

Communication skills

Attention to detail

Education

High School Diploma/GED

Job description

This position is onsite, each week will be splitting time between Worcester and Needham locations (2-3 days onsite at each location).

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:

• 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).