Patient Experience Representative I - Urology (Shrewsbury)

Boston Children’s Hospital; Shrewsbury (MA); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Boston Children’s Hospital in Massachusetts is seeking an administrative support specialist for the Urology office. You will assist with patient encounters, scheduling, and daily operations to ensure an exceptional patient experience.

The role emphasizes strong communication, empathy, and basic computer skills. After training, hybrid work flexibility may be available, with standard Monday–Friday hours.

Qualifications

• High School diploma or GED required.
• Strong written and verbal communication.
• Ability to provide empathy in difficult interpersonal situations.
• Basic customer service and computer skills.

Responsibilities

• Greet and direct patients, families and visitors.
• Coordinate patient scheduling and encounters.
• Record and forward messages; triage calls.
• Monitor daily scheduling and coordinate flow with clinicians.
• Provide routine clerical support as needed.

Skills

Communication skills

Customer service

Empathy

Clerical skills

Education

High School diploma or GED

Tools

Hospital information systems

Job description

Position summary:

You will work under close supervision to provide support to the administrative operations of the Urology office and work to ensure the best possible patient experience by effectively coordinating services to patients and families. You will demonstrate interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services. You will provide positive and effective customer service that supports departmental and hospital operations.

Key responsibilities:

• Patient Encounter Management:
  • Greeting and directing patients, families and visitors.
  • Providing positive and effective customer service that supports unit operations.
  • Collaborating with referring providers and practices.
  • Obtaining required authorizations to compile patient and staff schedules.
  • Scheduling patients and supporting patients encounter.
  • Reconciling payments and preparing deposits, providing record of transactions in Hospital systems.
  • Facilitating and directing communication with Financial Counseling.
• Administrative:
  • Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services.
  • Monitoring daily schedule and coordinating flow with clinicians/supervisors.
  • Providing routine clerical support as needed.

Schedule:

• Monday - Friday
• Shift may vary between 8:00am-4:30pm and 8:30am-5:00pm depending on department needs.
• Hybrid flexibility after training period is completed at the discretion of the department.

Minimum qualifications: Education:

• A High School Diploma / GED

Experience:

• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
• Basic customer service and computer skills.
• No healthcare experience required.