Patient Experience Representative I - Ophthalmology (Waltham)

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

Benefits offered by this job

Free parking

Sign-on bonus

Job summary

Boston Children's Hospital, Ophthalmology Department, seeks a Patient Experience Representative to deliver outstanding service on-site in Waltham. You will greet and register patients, enroll them in the patient portal, coordinate appointments, and support families with insurance and referrals.

Collaboration with providers and call-center peers is essential to smooth patient flow. Role emphasizes empathy, clear communication, and attention to detail in a fast-paced setting.

Qualifications

• No healthcare experience required; basic customer service and computer skills.
• Ability to assist patients and families in resolving problems.
• Positive demeanor when interacting with patients, families, and coworkers.
• Clear written and spoken communication with empathy in difficult situations.
• Ability to work with diverse internal and external constituencies.
• Attention to detail and accuracy.

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
• 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
• 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
• Processes prescription refills, letters, and external requests

Skills

Customer service

Communication

Empathy

Computer skills

Education

High School Diploma or GED

Job description

Position Summary

Join Boston Children's Hospital's nationally recognized Department of Ophthalmology, a leader in pediatric eye care, research, and innovation. Our team provides expert care for children with a wide range of vision and eye conditions while embracing a patient- and family-centered approach that puts children and families at the heart of every decision.

Position Summary

Join Boston Children's Hospital's nationally recognized Department of Ophthalmology, a leader in pediatric eye care, research, and innovation. Our team provides expert care for children with a wide range of vision and eye conditions while embracing a patient- and family-centered approach that puts children and families at the heart of every decision. As a Patient Experience Representative, you will help create a positive experience for patients and families while supporting our Ophthalmology practice in Waltham. Shifts vary between 7a-5pm EST with occasional late clinic days. This role is 100% onsite and offers free parking.

Responsibilities

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
• 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
• 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
• Processes prescription refills, letters, and external requests
• Participates in process improvement initiatives and supports internal changes to systems and procedures

Education

Minimum Qualifications

• High School Diploma/ GED

Experience:

• No healthcare experience required - Basic customer service and computer skills.
• Makes use of customer service knowledge to assist patients and families in resolving problems.
• Conveys a positive demeanor when interacting with patients, families, and coworkers.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.

PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)

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.