Patient Experience Representative I - Ambulatory

Boston Children’s Hospital; Boston, Northern (MA, KY); On-site; USD 42,000 - 54,000; Full time

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support administrative operations at the Immunology front desk. You will coordinate services for patients and families to ensure a positive experience and smooth scheduling.

The role involves front desk greeting, answering calls, coordinating with clinicians, reconciling payments, and working with Financial Counseling. EPIC experience is preferred, high school diploma required, bachelor’s preferred.

Qualifications

• High school education required; bachelor’s degree preferred.
• Prior customer service or administrative experience preferred.
• Strong written and oral communication with empathy in difficult situations.
• Experience with EPIC preferred.

Responsibilities

• Provide positive, effective customer service supporting unit operations.
• Greet and direct patients, families, and visitors as needed.
• Coordinate scheduling and flow with clinicians and supervisors.
• Answer calls, route messages, and triage urgent requests.
• Reconcile payments and prepare deposits in hospital systems.

Skills

Customer service

Communication

Empathy

Diversity awareness

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