Patient Experience Representative I- Orthopedics (100% onsite)

Boston Children's Hospital; Boston (MA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Sign-on bonus

Flexible scheduling

Comprehensive benefits

Retirement plan and time off

Job summary

Boston Children's Hospital is seeking an administrative support professional to assist with the clinical service operations and ensure a positive patient experience. The role focuses on coordinating services for patients and families, with emphasis on process improvement and high-quality customer service.

Under close supervision, you will perform various clerical functions, support patient intake, scheduling, and EMR data entry, and collaborate with a range of hospital departments to ensure

Qualifications

• High School Diploma or GED required.
• No healthcare experience required; basic customer service and computer skills.
• Ability to communicate clearly and empathetically.
• Attention to detail and accuracy.

Responsibilities

• Provides positive and effective customer service to patients, families, and visitors.
• Greets, screens, directs, and registers patients; enrolls patients in the patient portal.
• Collaborates with referring providers and practices to manage patient issues; may rotate in call centers.
• Schedules patient encounters and procedures; coordinates flow to optimize patient experience.
• Performs general clerical tasks and supports departmental programs and presentations.

Education

High School Diploma/ GED

Job description

Position Summary

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
• Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed
• 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:

• 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.

Schedule:

M-F, 9:30 AM-6:00 PM, schedules may rotate between 7:00 AM and 6:00 PM based on clinic needs.

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).

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.