Patient Experience Representative (Gastroenterology)

Boston Children’s Hospital; Boston (MA); On-site; USD 40,000 - 54,000; Full time

Job summary

Boston Children’s Hospital seeks a patient-focused administrative support specialist to assist clinical services. You will coordinate patient intake, registrations, and admissions with a focus on delivering a seamless experience for patients and families.

The role emphasizes effective communication, handling large call volumes, and supporting processes that streamline scheduling and referrals within the hospital environment.

Qualifications

• Experience delivering front-desk or patient-facing support in a healthcare setting.
• Ability to respond to inquiries about hospital policies and procedures.
• Strong communication and interpersonal skills with patients and families.
• Familiarity with admission, registration, and scheduling processes.

Responsibilities

• Interacts with patients and families to provide positive customer service.
• Answers routine inquiries and directs patients to appropriate areas.
• Greets and directs patients, families, and visitors.
• Manages high volume calls and provides accurate information.

Skills

Customer service

Call handling

Registration

Scheduling

EMR/EHR

Education

High school diploma or GED

Tools

EMR/EHR systems

Job description

Position Summary

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. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities

Customer Service

• a. Interacts and provides positive and effective customer service to patients and families.
• b. Responds to routine inquiries about hospital protocol, policies, and procedures.
• c. Greets and directs patients, families, and visitors.
• d. Manages large amounts of inbound and outbound calls in a timely manner.
• e. Provides accurate information, directions, and/or guidance to peers/employees and follows up promptly to ensure that needs have been met.

2. Patient Registration/Admissions/Discharge

• a. May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR.
• b. Create patient encounter in EHR.
• c. Accurately collects, verifies, and records all patient demographic and insurance information required for the admission and billing of hospital services in EHR system.
• d. Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral are coordinated through the appropriate insurance provider and payer(s).
• e. May be required to document all Prior Authorizations and/or Referral in EHR (setting dependent).
• f. Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance policy.
• g. Ensures that the patient is escorted to the appropriate area upon completion of the registration process.
• h. Generates patient labels and identification bracelets.
• i. May be required to collect, record and secure co-payments made by patients/ families (setting dependent).
• j. May be required to prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process (setting dependent).
• k. May be required to call PCP offices to notify them of admissions in the ED/ICU (setting dependent).
• l. Notify unit of patient arrival.
• m. Process patient transfer/discharge paperwork.
• n. Update information boards.
• o. Request an ambulance pick up. Assist with registering ambulances as required.
• p. Validate patient parking.
• q. Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information.

3. Scheduling

• a. May be required to schedule/Cancel/reschedule patient appointments, including but not limited to tests or procedures for patients such as lab work or x-rays, orders, and hospital outpatient visits (setting dependent).
• b. Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations.
• c. Monitors daily schedule and coordinates flow with clinicians /supervisors.
• d. May be required to enter referrals (setting dependent).
• e. Obtain required authorizations to compile patient and staff schedules.
• f. May be required to assist with direct admissions to ancillary clinics (setting dependent).

4. Patient Flow Coordination

• a. Prepares for and attends shift handoffs and team huddles.

Minimum Qualifications

Education: High-school and/or GED required