Patient Experience Representative I - Part time 20 hours

Boston Children’s Hospital; Boston (MA); On-site; USD 28,000 - 39,000; Part time

Job summary

Boston Children’s Hospital seeks an administrative support professional to assist the Echo Lab with patient scheduling, flow coordination, and front-line service. The role emphasizes accurate clerical support, calendar management, and cross-functional communication to ensure smooth departmental and hospital operations.

The ideal candidate will possess a high school diploma, solid computer skills, and a proven ability to provide empathetic, clear communication while working with diverse patients

Qualifications

• Basic computer skills and concepts required.
• Strong customer service skills to resolve issues.
• Clear written and oral communication with empathy.
• Ability to work with diverse stakeholders.
• Attention to detail and accuracy.
• Interpersonal collaboration and teamwork.

Responsibilities

• Provide positive customer service to patients, families, visitors, and referring providers.
• Monitor and adjust daily schedule; communicate with clinicians and supervisors as needed.
• Participate in shift handoffs and team huddles to support coordinated care.
• Manage calendars, schedules meetings/events, and support conferences and department programs.
• Triages calls, routes urgent requests, and initiates emergency services when required.
• Participates in and supports staff training on systems, workflows, and customer-service practices.
• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
• Contributes to departmental and organizational improvement initiatives.

Skills

Customer service

Scheduling

Communication

Empathy

Attention to detail

Education

High School Diploma / GED

Tools

Microsoft Office

Job description

Position Summary

Under general supervision, provides support to the administrative operations of the Echo Lab. Works with outside hospitals for cardiac services and assist with payroll and scheduling to ensure the best possible patient experience by effectively coordinating services to patients and families. Actively participates in and contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring in-depth knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations. Recognizes opportunities and recommends process improvement opportunities to enhance operational efficiency while maintaining accuracy.

Key responsibilities

Customer Service

• Provides positive, effective customer service to patients, families, visitors, and referring providers.
• Addresses escalated or complex issues and collaborates to resolve patient concerns.
• May rotate through administrative functions.

Scheduling

• Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.

Patient Flow Coordination

• Participates in shift handoffs and team huddles to support coordinated care.

Administration

• Manages calendars, schedules meetings/events, and supports conferences and department programs.
• Prepares documents, presentations, requisitions, and standard forms.
• Triages calls, routes urgent requests, and initiates emergency services when required.
• Provides routine clerical support (mail, copying, distributing materials, organizing medical records).
• Processes letters, external requests, and prescription refills.

Training

• Participates in and supports staff training on systems, workflows, and customer-service practices.

Technology

• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.

Process Improvement

• Contributes to departmental and organizational improvement initiatives.
• Recommends and helps implement updates to systems and procedures.

Minimum qualifications

Education

• High School Diploma / GED

Experience

• A common knowledge or an understanding of basic computer skills and concepts.
• Makes use of customer service knowledge to assist 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.
• Interpersonal skills, collaboration, and communication.

Schedule

Part time 20 hours, M-F 8:30am-11:30am fully onsite