Patient Experience Representative - Immunology Call Center

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 Children9s Hospital is seeking a Patient Experience Representative to support administrative operations in the Immunology department, helping ensure the best possible patient experience by coordinating services for patients and families.

Responsibilities include patient encounter management, front desk duties, scheduling, authorizations, triaging calls, and coordination with Financial Counseling and clinicians.

Qualifications

• High school education required; bachelor’s degree preferred.
• Prior customer service or administrative experience.
• Strong written and verbal communication with empathy.

Responsibilities

• Manage patient encounters and provide positive customer service.
• Greet patients and families at front desk and route inquiries.
• Schedule appointments and coordinate patient flow with clinicians.
• Coordinate with Financial Counseling and reconcile payments.

Skills

Customer service

Administrative support

Scheduling

Front desk

Communication

Education

High school diploma

Bachelor's degree preferred

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

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).