Patient Experience Representative I- Urology Call Center

Boston Children's Hospital; Boston (MA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support the call center and department projects, delivering courteous, accurate service to patients and families. Under supervision, you will schedule patient encounters, triage calls, manage registrations and admissions, and ensure smooth flow across clinics.

The role emphasizes effective communication, empathy, and collaboration with clinicians and staff; training is onsite for 90 days, with potential remote work

Qualifications

• Customer service or administrative experience is preferred
• Ability to communicate effectively both orally and in writing with empathy
• Experience handling diverse internal and external constituents and inquiries

Responsibilities

• Answer, screen, and route telephone calls; triage urgent information or services
• Schedule patient encounters and procedures to coordinate with providers and departments
• Register new patients and collect demographic, insurance, and referral information
• Process patient demographics, insurance/payment, and treatment information for billing systems
• Obtain authorizations, referrals, and verifications of insurance to support schedules and patient flow

Skills

Customer service

Administrative support

Communication skills

Phone etiquette

Education

High school diploma

Bachelor's degree preferred

Job description

Department Summary

We currently have an open position for a Patient Experience Representative role. This role provides customer service by assisting with our call center and various projects throughout the department.

Key Responsibilities

Customer Service

• 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

• 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: M-F, First 90 days 100% onsite for training, then remote.

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates).

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.