Patient Experience Representative (3:00pm-11:30pm)

Boston Children's Hospital; Boston (MA); On-site; USD 42,000 - 52,000; Full time

Job summary

Boston Children's Hospital is seeking an Administrative Operations Assistant for the Emergency Department. You will support patient encounters by coordinating services, answering calls, obtaining authorizations, and scheduling appointments, while handling routine clerical tasks.

The role focuses on customer service, teamwork, and process improvement, with a full-time schedule (M-F 3pm–11:30pm plus every other weekend). Competitive benefits accompany this position.

Qualifications

• High school education required; bachelor's preferred.
• Prior customer service or administrative experience preferred.
• Strong communication skills, both written and verbal, with empathy in difficult interactions.
• Ability to work with diverse internal and external constituencies.

Responsibilities

• Patient Encounter Management: provide positive, effective service by phone; coordinate with referring providers; obtain authorizations; schedule patients.
• Administrative: triage calls, forward messages, provide routine clerical support.

Skills

Customer service

Administrative experience

Communication skills

Interpersonal empathy

Diversity and inclusion

Education

High school diploma

Bachelor's degree preferred

Job description

Overview

At Boston Children's Hospital, the quality of our care and our inclusive hospital working environment lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us and discover how your unique contribution can change lives. Yours included.

Position summary

You will provide support to the administrative operations of the emergency Department and will work to ensure the best possible patient experience by effectively coordinating services to patients and families. You will demonstrate interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services. You will provide positive and effective customer service that supports departmental and hospital operations.

Shift: Full time - M-F 3pm-11:30 + every other weekend

$2,000 sign on bonus for all full time PERs

Key responsibilities

• Patient Encounter Management:
  • Providing positive and effective customer service via phone that supports unit operations
  • Collaborating with referring providers and practices via phone
  • Obtaining required authorizations to compile patient and staff schedules
  • Scheduling patients and supporting patient encounter
• Administrative:
  • Recording and forwarding messages, triaging calls for urgent information or services, initiating call for emergency services
  • Providing routine clerical support as needed

Minimum qualifications

Education:

• A high school level of education, 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

Boston Children's Hospital offers competitive compensation and unmatched benefits including 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.

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.