Patient Experience Representative II- Pain Center

Boston Children’s Hospital; Brookline (MA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital in Brookline, MA is seeking an Administrative Operations Associate to support patient-focused administrative tasks and ensure a seamless patient and family experience. You will handle registration, scheduling, and basic inquiries onsite, using hospital systems and Microsoft Office.

The role emphasizes customer service, teamwork, and process improvement, with a 7:00am–3:30pm, Monday–Friday schedule, 100% onsite, and a $2,000 sign-on bonus for eligible internal

Qualifications

• High School Diploma or GED required; Bachelor's degree preferred.
• Internal: Minimum 6 months as a PER. External: Minimum 6 months healthcare experience.
• Proficiency with Microsoft Office and healthcare technology systems.
• Strong customer service, communication, and problem-solving skills.
• Ability to communicate effectively and show empathy in challenging situations.
• Ability to work with diverse patients, families, and colleagues.
• Attention to detail, accuracy, organization, and prioritization.
• Excellent interpersonal, teamwork, and collaboration skills.
• Ability to work independently with minimal direction.

Responsibilities

• Provide excellent customer service to support hospital operations.
• Greet, screen, direct, and register patients and families.
• Respond to routine inquiries about procedures, policies, and services.
• Escalate complex issues as needed and coordinate with others.
• Assist with patient registration, admissions, and discharge tasks.
• Collect patient information, authorizations, referrals, and insurance verification.
• Support patient flow and scheduling to optimize resources.
• Answer calls, route messages, and manage calendars and meetings.
• Prepare materials, requisitions, and coordinate with internal departments.
• Enroll patients in the patient portal and use scheduling, billing, and EMR systems.

Skills

Customer service

Communication

Empathy

Attention to detail

Organization

Prioritization

Interpersonal skills

Teamwork

Independent work

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office

Healthcare technology systems

Job description

Position Summary

Under general supervision, supports administrative operations of a clinical service and helps ensure an exceptional patient and family experience. Performs administrative functions, delivers customer service, and participates in process improvement and operational initiatives.

Key Responsibilities

1. Customer Service

• Provides effective customer service to support departmental and hospital operations.
• Assists patients, families, and visitors by greeting, screening, directing, and registering patients.
• Responds to routine inquiries regarding hospital procedures, policies, and services.
• Assists with customer service concerns and escalates complex issues as needed.
• Communicates with referring providers and practices to support care coordination.
• May rotate through call center environments as needed.

2. Patient Registration/Admissions/Discharge

• Collects patient information, including demographics, insurance, referrals, payments, and required documentation.
• Obtains authorizations, referrals, and insurance verification.
• Assists with clinic operations and resolves scheduling concerns.
• May collect basic clinical information, complete EMR questionnaires, and prepare exam rooms and appointment materials.
• Processes and reconciles patient payments according to hospital procedures.
• Facilitates communication with Financial Counseling.
• May assist with staff onboarding and training.

3. Patient Flow Coordination

• Participates in shift handoffs and team huddles.
• Supports efficient patient flow and a positive patient experience.

4. Administration

• Answers, screens, routes, and triages phone calls; responds to routine requests and forwards messages as needed.
• Maintains calendars and schedules meetings, events, conferences, and programs.
• Prepares meeting materials, presentations, forms, and requisitions.
• Provides clerical support, including record management, mail processing, copying, filing, and document distribution.
• Coordinates with internal departments to support operations.
• Processes correspondence, outside requests, medical record requests, and prescription refill requests.

5. Technology

• Uses hospital systems, phone systems, email, Microsoft Office, and clinical, scheduling, and billing applications.
• Enrolls patients and caregivers in the patient portal.

6. Process Improvement

• Participates in continuous improvement initiatives.
• Assists with workflow, process, and system changes.

7. Scheduling

• Schedules patient appointments, procedures, and related encounters across providers, departments, and institutions.
• Monitors schedules and coordinates patient flow to optimize resources and patient experience.
• Communicates with clinicians and staff to support efficient operations.

Minimum Qualifications

Education:

• High School Diploma or GED required; Bachelor's degree preferred.

Experience:

• Internal: Minimum 6 months as a PER.
• External: Minimum 6 months of relevant healthcare experience.

Skills & Qualifications:

• Proficiency with Microsoft Office and healthcare technology systems.
• Strong customer service, communication, and problem-solving skills.
• Ability to communicate effectively and demonstrate empathy in challenging situations.
• Ability to work with diverse patients, families, and colleagues.
• Strong attention to detail, accuracy, organization, and prioritization skills.
• Excellent interpersonal, teamwork, and collaboration skills.
• Ability to work independently with minimal direction.

Schedule: M-F, 700a-330p, 100% onsite

Sign-On Bonus Eligible for a $2,000 sign-on bonus. Internal candidates and former BCH employees who worked at the hospital within the past two years are not eligible.