Patient Experience Representative (Float Pool) Waltham, MA

Boston Children's Hospital; Boston (MA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

Flexible schedules

403(b) Retirement Savings plan

Tuition reimbursement

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative to provide exceptional customer service and administrative support across various departments. This position requires a high school diploma, with a preference for candidates with customer service experience. You'll be responsible for scheduling patient encounters, registering patients, and managing inquiries effectively.

Enjoy a competitive benefits package including healthcare, flexible schedules, and more, all within a supportive team environment focused on patient care.

Qualifications

• Preferred customer service experience in a professional setting.
• Ability to work flexible shifts in a fast-paced environment.

Responsibilities

• Demonstrate positive and effective customer service.
• Register patients and manage admissions/discharges.
• Schedule patient encounters and procedures.
• Provide administrative support for department operations.
• Utilize various office technologies effectively.

Skills

Customer service

Administrative skills

Communication skills

Education

High-school or GED diploma

Tools

Microsoft Office

EMR systems

Job description

Position Summary

Waltham, MA. Monday - Friday. Schedule flexibility is needed to work shifts between 7:00am - 7:00pm. This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates, BCH or agency temps and not eligible for former BCH employees who have worked here in the past 12 months). Terms/taxes apply. We can be flexible on a start date. Are you a recent college graduate, or are you already in your career and looking to make a change? The Float Pool Waltham is a great way for you to learn about different medical specialties and departments at our Harvard teaching pediatric hospital in an administrative/customer service capacity. After successful completion of training, the Patient Experience Representative/Patient Access (PER) Float will work in ambulatory clinic areas, central registration, telephone page operations, and/or the practice liaison program as part of the float pool to provide administrative and customer service support to departments.

Key Responsibilities

• Customer Service:
  • Demonstrating positive and effective customer service that supports departmental and hospital operations, patients and families.
  • Responding to routine inquiries about hospital protocol, policies and procedures.
  • Greeting, screening and directing patients, families and visitors.
  • May be required to rotate in departments with call centers.
• Patient Registration/Admissions/Discharge:
  • May be required to collect height, weight and temperature and answer questionnaires in EMR.
  • With guidance, may prepare rooms for examinations and provide assistance to patients according to established procedures and instructions.
  • Recording and processing patient demographics, insurance/payment and referral information for all patient encounters.
  • Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
  • May collect, record and secure co-payments made by patients and families, reconcile payments and prepare deposits.
  • Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling:
  • Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions.
  • Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Administration:
  • Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or assistance within scope of knowledge and authority.
  • Scheduling meetings, programs and events. Maintaining calendars for physicians/supervisors.
  • Assisting in organizing and scheduling conferences, seminars and other department-sponsored programs or events.
  • Providing routine clerical support as needed.
  • May collect and organize medical records, information, materials and supplies required for appointments.
• Technology:
  • Utilizing all office technology, including phone systems, email, Microsoft Office, as well as clinical, scheduling and billing applications.
  • Enrolling patients and caregivers in patient portal.

Minimum Qualifications

Education: High‑school or GED diploma

Experience: Preferred customer service experience

Benefits and Compensation

The posted pay range is Boston Children’s reasonable and good‑faith expectation for this pay at the time of posting. Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job‑related factors. Base pay is one part of a comprehensive benefits package that includes flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T‑passes. Experience the benefits of passion and teamwork.