Patient Experience Representative I - ED/OR (Waltham, onsite)

Boston Children’s Hospital; Waltham (MA); On-site; USD 35,000 - 50,000; Full time

Job summary

Boston Children’s Hospital is looking for an administrative support role in Waltham, MA. The position is fully onsite and involves customer service to enhance patient experiences. Responsibilities include scheduling, registration, and clerical tasks within a dynamic healthcare setting.

Candidates should have a high school diploma and preferably some customer service experience. Strong communication and interpersonal skills are essential for effectively interacting with patients and families.

Qualifications

• High School Diploma or GED is required.
• Prior customer service or administrative experience is preferred.
• Ability to communicate effectively both orally and in writing.

Responsibilities

• Provides positive and effective customer service to patients and families.
• Greets, screens, directs, and registers patients.
• Schedules patient encounters and monitors daily schedules.
• Accurately collects and verifies patient information.

Skills

Customer service

Communication skills

Interpersonal skills

Education

High School Diploma/ GED

Job description

Location

This position is 100% onsite in Waltham. Schedule is Monday-Friday 8:30am-5:00pm.

Department Summary

The Infusion and Day Treatment Program at Boston Children’s Hospital has two locations, on the main campus in Boston and at Boston Children’s Waltham. The program is a unique ambulatory program for patients and an alternative to inpatient admission for patients requiring infusion therapies and novel medical day treatments. The program offers these patients, who range in age from infancy to adulthood, a place to receive treatment in a family-centered environment that offers consistent and on‑going relationships with a healthcare team.

Position Summary

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. 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

• Provides positive and effective customer service to patients, families, and visitors
• Greets, screens, directs, and registers patients
• Collaborates with referring providers and practices to manage complex patient issues
• Schedules patient encounters, monitors daily schedules and coordinates flow to optimize patient experience
• Accurately collects, verifies, and records all patient demographic and insurance information.
• Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
• Providing routine clerical support as needed

Minimum Qualifications

Education

• High School Diploma/ GED

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