Patient Experience Representative I- Multidisciplinary Services

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

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support administrative services in a busy outpatient clinic. The role focuses on patient and family coordination, service delivery, and continuous process improvement under supervision.

The incumbent will handle registrations, scheduling, phone triage, insurance and demographic data entry, and coordination with clinicians to optimize patient flow and experience.

Qualifications

• High school diploma required; bachelor's degree preferred.
• Experience in customer service or administrative roles.
• Able to communicate clearly, empathetically, and professionally.

Responsibilities

• Support front-end operations of a complex outpatient clinic.
• Provide positive, effective customer service to patients and families.
• Schedule follow-up appointments and coordinate with providers and departments.
• Answer and route phone calls; triage urgent inquiries.
• Register new patients and collect demographics, insurance, and referrals.
• Assist with patient admissions, discharge, and billing documentation.

Skills

Customer service

Administrative support

Effective communication

Empathy

Education

High school diploma

Bachelor's degree preferred

Tools

Billing system

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

Customer Service

• Supports front-end operations of a complex outpatient clinic
• Demonstrates positive and effective customer service that supports departmental and hospital operations.
• Interacts and provides positive and effective customer service to patients and families.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Involves supervisor to assist with resolution of complex issues.

Scheduling

• The PER has an opportunity to learn numerous multidisciplinary clinic workflows and can learn to schedule follow-up appointments at check-out.
• Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
• Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.

Administration

• Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Initiate calls for emergency services as required.

Registers new patients.

• With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.

Patient Registration/Admissions/Discharge

• Monitors clinic activity to ensure the best possible patient experience.
• Prepares routine forms required for appointment and daily operations.
• Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
• Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
• May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions in the Hospital systems.
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.

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).