Patient Experience Representative - Immunology

Boston Children’s Hospital; Boston, Northern (MA, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children's Hospital seeks a Patient Experience Representative to support immunology department operations and enhance patient and family experiences. You will coordinate services, greet patients and families, and help manage scheduling with clinicians and staff.

The role emphasizes clear communication, empathy in challenging situations, and collaboration across departments to ensure smooth patient flow.

Qualifications

• High school education required; bachelor's degree preferred.
• Prior customer service or administrative experience preferred.
• Ability to communicate effectively both orally and in writing and show empathy.
• Ability to work with diverse internal and external constituencies.

Responsibilities

• Manage patient encounters and coordinate scheduling.
• Assist front-desk operations and greet visitors when needed.
• Coordinate communications with providers, families, and hospital staff.
• Process routine clerical tasks and support financial communications.

Skills

Customer service

Communication

Empathy

Interpersonal skills

Education

High School Diploma

Bachelor's degree preferred

Tools

None

Job description

Position Summary:

As a Patient Experience Representative you will work to provide support to the administrative operations/front desk service and ensure the best possible patient experience by effectively coordinating services to patients and families for our Immunology department.

Key responsibilities:

• Patient Encounter Management:
  • 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
• Customer Service:
  • May be required to rotate to front desk, greeting and directing patients, families and visitors
  • Monitoring daily schedule and coordinating flow with clinicians/supervisors
  • Answering, screening, and routing telephone calls.
  • Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
• Administrative:
  • Providing routine clerical support as needed
  • Reconciling payments and preparing deposits, providing record of transactions in Hospital systems
  • Facilitating and directing communication with Financial Counseling

Schedule:

• Monday - Friday

Minimum qualifications Education:

• A high school level of education required, 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

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