Patient Experience Representative I - Ambulatory

Boston Children's Hospital; Boston (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative to support immunology front desk operations and coordination of services for patients and families. You will ensure a positive experience by handling encounters, scheduling, and communications with care teams.

Responsibilities include greeting patients, routing calls, and assisting with clerical tasks while collaborating with clinicians and financial counseling. Experience with EPIC is preferred.

Qualifications

• High school diploma required; bachelor’s degree preferred.
• Prior customer service or administrative experience.
• Strong written and verbal communication skills.
• Ability to work with diverse internal and external constituencies.
• Experience with EPIC electronic medical records preferred.

Responsibilities

• Provide positive customer service supporting unit operations.
• Collaborate with referring providers and practices.
• Obtain required authorizations to compile patient and staff schedules.
• Schedule patients and support patient encounters.
• Greet and direct patients and visitors at front desk.
• Monitor daily schedule and coordinate flow with clinicians.
• Answer, screen, and route telephone calls; triage urgent needs.
• Provide routine clerical support and reconcile payments.
• Coordinate communication with Financial Counseling.

Skills

Customer service

Administrative

Written communication

Education

High school diploma

Bachelor's degree preferred

Tools

EPIC

Job description

Position Summary

As a Patient Experience Representative, you will work to provide support to the administrative operations/front desk service and ensure the best possible patient experience by effectively coordinating services to patients and families for our Immunology department.

Key responsibilities

• Patient Encounter Management
  • Providing positive and effective customer service that supports unit operations
  • Collaborating with referring providers and practices
  • Obtaining required authorizations to compile patient and staff schedules
  • Scheduling patients and supporting patients encounter
• Customer Service
  • May be required to rotate to front desk, greeting and directing patients, families and visitors
  • Monitoring daily schedule and coordinating flow with clinicians/supervisors
  • Answering, screening, and routing telephone calls.
  • Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
• Administrative
  • Providing routine clerical support as needed
  • Reconciling payments and preparing deposits, providing record of transactions in Hospital systems
  • Facilitating and directing communication with Financial Counseling

Schedule

• Monday - 8:00am - 6:30pm
• Wednesday - 12:00pm - 9:00pm
• Friday - 11:00am - 8:00pm
• Saturday - 8:00am - 3:00pm
• Sunday - 8:00am - 2:00pm

Minimum qualifications

Education

• A high school level of education required, bachelor's degree preferred

Experience

• Prior customer service or administrative experience preferred
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• The ability to work with diverse internal and external constituencies
• Previous experience with EPIC preferred

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.