Patient Experience Representative I- Psychiatry

Boston Children’s Hospital; Brookline, Northern (MA, KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Sign-on bonus $2,000

Job summary

Boston Children’s Hospital is seeking an Administrative Support role to assist with coordinating clinical service operations and improving the patient experience. The position emphasizes service excellence, teamwork, and continuous process improvement within a supportive hospital environment.

Under supervision, you will greet patients, screen and register, enroll in the patient portal, and help manage workflows, appointments, and documentation while using Microsoft Office and EMR systems.

Qualifications

• High School Diploma or GED required.
• No healthcare experience required; basic customer service and computer skills.
• Strong communication and empathy when assisting patients and families.
• Ability to work with diverse people and pay attention to detail.

Responsibilities

• Provide positive customer service to patients, families, and visitors.
• Greet, screen, direct, and register patients; enroll in patient portal.
• Coordinate schedules and optimize patient flow with supervision.
• Handle routine clerical tasks using Microsoft Office and hospital systems.
• Collect demographics, insurance, referral info, and process forms.
• Answer calls, triage, and support shift handoffs and meetings.
• Assist with exam rooms, vitals, and EMR data entry.

Skills

Customer service

Microsoft Office

Communication

Multitasking

Education

High School Diploma

Tools

EMR systems

Scheduling software

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.

Business Hours

• Monday-Friday, hours range from 7am-7pm, based on business needs.

*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full-time positions*