Patient Experience Representative II- Arabic Speaking Preferred

Boston Children's Hospital; Boston (MA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Flexible schedules

Health, vision and dental insurance

Time off and retirement benefits

Job summary

Boston Children's Hospital seeks an administrative support specialist to enhance the patient experience in a clinical service. You will assist with registration, scheduling, patient coordination, and a range of clerical tasks under supervision.

The role emphasizes customer service, empathy, and accuracy, with opportunities to contribute to process improvements within a busy hospital setting.

Qualifications

• Basic computer skills.
• Strong customer service and communication skills.
• Ability to communicate clearly and demonstrate empathy.
• Ability to work with diverse patients, families, and coworkers.
• Strong attention to detail and accuracy.
• Good interpersonal, collaboration, and organizational skills.

Responsibilities

• Provide positive customer service to patients, families, and visitors.
• Greet, screen, and direct patients, families, and visitors.
• Register patients and process demographic, insurance, payment, and referral information.
• Verify insurance and support patient scheduling.
• Schedule patient appointments and coordinate across providers.
• Assist with shift handoffs and team huddles to maintain patient flow.
• Answer and route phone calls; triage urgent calls.
• Record and forward messages; organize documents and materials.
• Enroll patients in the patient portal.
• Participate in process improvements and coordinate services with other departments.

Skills

Basic computer skills

Customer service

Clear communication

Empathy

Interpersonal skills

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office

EMR system

Scheduling software

Billing software

Job description

Position summary

Provides administrative and patient-facing support for a clinical service, with a focus on creating a positive patient experience. Works under close supervision to support daily clinic operations, patient coordination, scheduling, registration, and customer service.

Key responsibilities

Customer Service

• Provide positive and effective customer service to patients, families, and visitors.
• Greet, screen, and direct patients, families, and visitors.
• Respond to routine questions about hospital policies and procedures.
• Communicate with referring providers and practices as needed.
• Assist with resolving patient concerns and involve a supervisor when needed.

Patient Registration/Admissions/Discharge

• Register patients and process demographic, insurance, payment, and referral information.
• Collect required documentation and information for patient visits.
• Verify insurance, obtain referrals and authorizations, and support patient scheduling.
• Collect and reconcile patient payments when required.

Scheduling

• Schedule patient appointments and procedures across providers and departments.
• Monitor daily schedules and help coordinate patient flow.
• Communicate with clinicians and supervisors to maintain an efficient patient experience.

Patient Flow Coordination

• Participate in shift handoffs and team huddles.
• Help monitor clinic activity and maintain an efficient patient flow.

Administration

• Answer, screen, and route phone calls and triage urgent calls when needed.
• Record and forward messages.
• Provide routine clerical and administrative support.
• Schedule meetings, programs, and events.
• Organize documents, medical records, forms, and other materials.
• Communicate with other departments to coordinate services.

Technology

• Use phone systems, email, Microsoft Office, EMR, scheduling, and billing applications.
• Enroll patients and caregivers in the patient portal.

Process Improvement

• Participate in departmental and organizational initiatives and projects.
• Assist with implementing changes to internal systems and procedures.

Minimum qualifications

• Basic computer skills.
• Strong customer service and communication skills.
• Ability to communicate clearly and demonstrate empathy.
• Ability to work with diverse patients, families, and coworkers.
• Strong attention to detail and accuracy.
• Good interpersonal, collaboration, and organizational skills.

Education

High School Diploma or GED required.

Experience

No healthcare experience required. Basic customer service and computer skills required.

Schedule

Schedule not specified in the job description.

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.