Patient Experience Representative I- Front Desk ORL

Boston Children's Hospital; Boston (MA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Sign-on bonus

Flexible scheduling

Comprehensive benefits

Job summary

Boston Children's Hospital seeks a Patient Experience Representative to support administrative operations and coordinate services to patients and families. The role emphasizes continuous process improvement, strong customer service, and teamwork within a clinical setting.

Responsibilities include greeting and registering patients, coordinating with providers, scheduling encounters, and ensuring smooth patient flow.

Qualifications

• 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.

Responsibilities

• Provide courteous customer service to patients, families, and visitors.
• Greet, screen, direct, and register patients; enroll in patient portal.
• Collaborate with referring providers to manage complex patient issues; may rotate in call centers.
• Schedule patient encounters and procedures under supervision; monitor daily schedules.

Skills

Customer service

Administrative experience

Effective communication

Empathy

Diversity awareness

Education

High school level or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Scheduling systems

Billing applications

Job description

Department Summary

We currently have an open position for a Patient Experience Representative role. This role 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

• Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
• Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal
• Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers
• Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
• Prepares for and attends shift handoffs and team huddles
• Prepares examination rooms, assists patients, and ensures routine forms are ready for appointments
• Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
• Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
• Transcribes treatment and billing data; communicates with other departments for clinical and administrative services
• Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
• Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
• Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records
• Processes prescription refills, letters, and external requests
• Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently
• Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum qualifications

Education

• A high school level of education, 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

Schedule: 100% onsite

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates).

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.