Patient Experience Representative - Otolaryngology (onsite)

Boston Children’s Hospital; Waltham (MA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital seeks a Patient Experience Representative to provide administrative and front-desk support in Waltham, rotating with Needham locations. The role blends patient-facing duties with backend tasks, using EMR systems and MS Office.

Two levels exist with different experience requirements and salary ranges; Level 1 and Level 2 offer growth into patient encounter management, scheduling, and process improvements. A $2,000 sign-on bonus applies to this on-site position.

Qualifications

• 6 months of experience and high school diploma or GED required.
• One year of experience and high school diploma or GED required for Level 2.

Responsibilities

• Provides excellent customer service; addresses routine inquiries and escalates complex issues.
• Greets, registers, and directs patients; enrolls patients in the portal.
• Schedules appointments/procedures and coordinates clinic flow.
• Collaborates with referring providers to manage patient needs.
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification.
• Collects co-pays, reconciles deposits, and maintains accurate records.
• Manages calls, including triaging urgent situations and initiating emergency response when needed.
• Maintains calendars, schedules meetings/events, and supports departmental logistics.
• Provides general administrative support and processes forms, refills, and external requests.
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently.
• Participates in team huddles and supports process improvement initiatives.
• Level 2 adds: Patient Encounter Management, Check-In/Check-Out, Administrative Support, Process Improvement, Patient Experience Coordination, Training & Support, Individual Contribution, Epic workflow management.

Skills

Customer service

Front desk

Scheduling

Administrative support

EMR

Billing

Phone triage

Team collaboration

Education

High school diploma or GED

Tools

Epic

Microsoft Office

Job description

This position is fully onsite and will rotate between the Waltham and Needham locations.

The Patient Experience Representative willprovide administrative floating support for ORL/CCE clinical operations in Waltham. Time will be split between patient facing (front desk coverage) and non-patient facing (admin tasks / telephone work) supporting our various Center for Communication Enhancement Programs.

Level 1 — Patient Experience Representative

Experience: 6 months of experience and high school diploma or GED required.

Salary Range: $19.06/hr – $27.64/hr

Typical Responsibilities:

• Provides excellent customer service; addresses routine inquiries and escalates complex issues
• Greets, registers, and directs patients; enrolls patients in the portal
• Schedules appointments/procedures and coordinates clinic flow
• Collaborates with referring providers to manage patient needs
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification
• Collects co-pays, reconciles deposits, and maintains accurate records
• Manages calls, including triaging urgent situations and initiating emergency response when needed
• Maintains calendars, schedules meetings/events, and supports departmental logistics
• Provides general administrative support and processes forms, refills, and external requests
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently
• Participates in team huddles and supports process improvement initiatives

Level 2 — Sr. PER

Experience: One year of experience, and high school diploma or GED required.

Salary Range: $19.83/hr – $29.49/hr

Typical Responsibilities:

• Patient Encounter Management: Delivers excellent customer service to support unit operations. Coordinates with referring providers and obtains authorizations. Schedules patients and supports patient encounters.
• Check-In / Check-Out: Greets and directs patients, families, and visitors. Manages daily schedule and clinic flow with staff. Reconciles payments, prepares deposits, and documents transactions. Coordinates with Financial Counseling
• Administrative Support: Manages calendars for physicians/supervisors. Schedules meetings, programs, and events.
• Process Improvement: Contributes to departmental initiatives and process improvements. Supports implementation of system and workflow changes.
• Patient Experience Coordination: Monitors clinic activity to enhance patient experience. Resolves scheduling and customer service issues and handles escalated patient concerns
• Training & Support: Assists with staff training on systems, processes, and terminology. Supports team in resolving operational issues. Serves as a resource on procedures, billing, and payer requirements.
• Individual Contribution: Provides subject matter expertise and trains staff on departmental procedures.
• Managing high volume consult and follow-up appointment requests within various work queues in Epic.

Sign-On Bonus: This role is eligible for a $2,000 sign-on bonus (Note: Internal candidates and former BCH employees who have worked at the hospital within the past 2 are not eligible)