Patient Experience Representative I- Front Desk ORL

Boston Children’s Hospital; Boston, Northern (MA, KY); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital is hiring a Patient Experience Representative who under supervision will support administrative operations of a clinical service and coordinate services to patients and families to ensure the best possible experience. The role involves greeting and registering patients, coordinating schedules, handling phone inquiries, processing forms, and using hospital systems.

100% onsite; high school diploma preferred; prior customer service experience beneficial; $2,000 sign-on

Qualifications

• High school education; bachelor's degree preferred.
• Prior customer service or administrative experience is preferred.
• Strong written and verbal communication and empathy.

Responsibilities

• Provide positive customer service to patients, families, and visitors.
• Greet, screen, direct, and register patients; enroll in patient portal.
• Collaborate with providers to manage patient issues and may rotate in call centers.
• Schedule encounters and procedures; manage daily calendars to optimize patient experience.
• Prepare for shift handoffs and team huddles.
• Prepare examination rooms and assist patients with routine forms.
• Collect demographics, insurance data, referrals, and clinical documents; obtain authorizations.
• Handle co-payments and maintain accurate hospital records.
• Transcribe treatment and billing data; coordinate with other departments.
• Answer and triage calls; escalate emergencies when required.
• Maintain calendars, support meetings and logistics for programs.
• Provide general clerical support and document handling.
• Process prescriptions/refills and external requests.
• Use Microsoft Office and hospital systems efficiently.
• Support process improvements and internal system changes.

Skills

Customer service

Communication

Empathy

Teamwork

Microsoft Office

Education

High school diploma; bachelor's degree preferred

Tools

Microsoft Office

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).