Patient Experience Representative I - Multidisciplinary

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

Job summary

Boston Children’s Hospital is seeking an Administrative Support specialist to assist Multidisciplinary Services and Skeletal Health. The role will coordinate patient encounters, manage scheduling, and ensure a positive patient experience across two facilities with regular weekday hours (Mon–Fri, 8:30am–5:00pm).

The position is based in two buildings: Fegan Building (1st floor) on Mondays/Fridays and Longwood Building (6th floor) on Tuesdays–Thursdays.

Qualifications

• Must have strong customer service skills and the ability to communicate clearly, both orally and in writing.
• Ability to work with diverse internal and external constituencies with empathy and professionalism.
• Previous customer service experience is preferred.

Responsibilities

• Provide positive customer service that supports unit operations.
• Collaborate with referring providers and practices to coordinate patient care.
• Obtain required authorizations to compile patient and staff schedules.
• Schedule patients and support patient encounters.

Skills

Customer service

Communication

Interpersonal empathy

Education

High School Diploma/GED

Bachelor's degree preferred

Tools

Hospital scheduling systems

Job description

Position summary:

This position will be supporting both Multidisciplinary Services, as well as Skeletal Health. This position will sit in two locations, as mentioned below in the schedule details.

You will work 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. You will demonstrate interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services. You will provide positive and effective customer service that supports departmental and hospital operations.

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.

Check In / Check Out:

• Greeting and directing patients, families and visitors.
• Monitoring daily schedule and coordinating flow with clinicians/supervisors.
• Reconciling payments and preparing deposits, providing record of transactions in Hospital systems.
• Facilitating and directing communication with Financial Counseling.

Administrative:

• Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services.
• Providing routine clerical support as needed.

Schedule:

• Monday - Friday, 8:30am - 5:00pm
• Monday and Friday at Fegan Building, 3rd Floor
• Tuesday, Wednesday, and Thursday at Longwood Building, 6th Floor

Minimum qualifications Education:

• High School Diploma/GED required, Bachelor's degree preferred.

Experience:

• 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 customer service experience preferred.