Patient Experience Representative I

Boston Children's Hospital; Boston (MA); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible schedules

Health, vision and dental insurance

Paid time off

Job summary

Boston Children's Hospital in Boston, MA, seeks an administrative specialist to support clinic operations and enhance the patient experience. You will coordinate registration, scheduling, and admissions while delivering courteous service to patients, families, and providers.

Use office, scheduling, and billing apps; participate in staff training and process-improvement initiatives to streamline workflows and ensure accuracy across records and billing.

Qualifications

• High School Diploma / GED required.
• Basic computer skills and customer service experience.
• Strong communication and empathy in difficult situations.
• Ability to work with diverse internal and external constituencies.
• Attention to detail and accuracy; collaboration skills.

Responsibilities

• Provide positive customer service to patients, families, and providers.
• Register new patients, verify demographics, insurance, referrals, authorizations, and documents.
• Schedule appointments and optimize clinic flow.
• Triage calls and route urgent requests; support billing processes.
• Participate in staff training and process-improvement efforts.

Skills

Customer service

Communication

Empathy

Attention to detail

Teamwork / collaboration

Education

High School Diploma / GED

Tools

Microsoft Office

Scheduling / Billing apps

Phone systems

Job description

Position Summary

Under general supervision, provides 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. Actively participates in and contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring in-depth knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations. Recognizes opportunities and recommends process improvement opportunities to enhance operational efficiency while maintaining accuracy.

Key Responsibilities

Customer Service

• Provides positive, effective customer service to patients, families, visitors, and referring providers.
• Greets, screens, directs, and responds to routine inquiries on hospital protocols.
• Addresses escalated or complex issues and collaborates to resolve patient concerns.
• May rotate through call center functions.

Patient Registration / Admissions / Discharge

• Monitors clinic flow and supports optimal patient experience.
• Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
• Assists with room preparation and routine clinical support tasks.
• Supports billing processes: coding entry, collecting copays, reconciling payments, and preparing deposits.
• Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.

Scheduling

• Schedules appointments and procedures across providers and departments.
• Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.

Patient Flow Coordination

• Participates in shift handoffs and team huddles to support coordinated care.

Administration

• Manages calendars, schedules meetings/events, and supports conferences and department programs.
• Prepares documents, presentations, requisitions, and standard forms.
• Triages calls, routes urgent requests, and initiates emergency services when required.
• Provides routine clerical support (mail, copying, distributing materials, organizing medical records).
• Processes letters, external requests, and prescription refills.

Training

• Participates in and supports staff training on systems, workflows, and customer-service practices.
• Trains and cross-trains staff; serves as resource for operations, billing/payer requirements, and problem resolution.

Technology

• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
• Enrolls patients and caregivers in the patient portal.

Process Improvement

• Contributes to departmental and organizational improvement initiatives.
• Recommends and helps implement updates to systems and procedures.

Education

Minimum qualifications

• High School Diploma / GED

Experience

• A common knowledge or an understanding of basic computer skills and concepts.
• 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.
• Interpersonal skills, collaboration, and communication.

Schedule: Monday-Friday, 8:30-5pm, hybrid after 6mo

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).

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, employee discounts and discounted commuter benefits at certain locations. Experience the benefits of passion and teamwork.