Patient Experience Representative I- Urology Call Center

Boston Children's Hospital; United States; Remote; USD 27,000 - 41,000; Full time

Benefits offered by this job

Sign-on bonus

Remote work eligibility

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative to support our call center and department projects. You will help ensure smooth patient interactions and assist with scheduling, registration, and administrative tasks.

The role emphasizes strong communication, empathy, and the ability to work with diverse patients and families. Training is provided, with potential remote work options for ongoing duties.

Qualifications

• Education: high school level; bachelor’s preferred.
• Experience: prior customer service or administrative experience preferred.
• Ability to communicate effectively both orally and in writing and provide empathy.
• Ability to work with diverse internal and external constituencies.

Responsibilities

• Provide customer service in the call center and support department projects.
• Schedule patient encounters and procedures across providers and departments.
• Answer, screen, route calls; triage urgent information; register new patients.
• Collaborate with referring providers to facilitate management of complex patient issues.
• Monitor clinic activity and collect demographic, insurance, and referral information.

Skills

Customer service

Effective communication

Empathy

Diversity awareness

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).

Status

Full-Time

Regular, Temporary, Per Diem

Regular

Standard Hours per Week

40

Pay Range

$19.83-$29.49 Hourly

Office/Site Location

Offsite

Job Posting Category

Administration

Remote Eligibility

Full-Time Remote