Sr Patient Experience Representative- Neurology

Boston Children’s Hospital; Boston (MA); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital is seeking a Senior Patient Experience Representative to optimize the patient journey by coordinating scheduling, registration, and flow across departments. You will resolve service issues, collect necessary information, and support billing and admissions processes in a hybrid, weekday schedule.

The role emphasizes strong communication, empathy, multitasking, and ability to train staff on systems and procedures, contributing to continuous process improvements across

Qualifications

• Minimum of 1 year as a PER or related healthcare experience.
• Excellent written and verbal communication with diverse constituencies.
• Ability to work with patients, families, and staff in a fast-paced environment.

Responsibilities

• Provide high-level customer service to patients, families, and visitors.
• Register and admit patients; verify information and manage co-pays and deposits.

Skills

Customer service

Scheduling

Registration/Admissions

Training

Process improvement

Communication

Empathy

Education

High school diploma

Tools

Hospital software

Office systems

Job description

Overview

The Senior PER ensures an optimal patient experience by monitoring clinic activity, resolving service and scheduling issues, and managing daily schedules. They provide high‑level customer service, obtain necessary authorizations, triage calls, support emergency communication, and assist with training initiatives. They demonstrate strong problem‑solving, multitasking, and contribute to continuous process improvement efforts.

Key responsibilities

• Customer Service
• Provides effective service to patients, families, and visitors.
• Answers questions on policies and procedures; resolves complex issues.
• Greets, screens, registers, and directs patients.
• Coordinates with providers on patient issues.
• May rotate in call center settings.

• Patient Registration/Admissions/Discharge
• Verifies and records patient, insurance, and referral info.
• Collects co-pays, reconciles payments, and prepares deposits.
• Prepares records, forms, and required documentation.
• Supports billing, authorizations, and reimbursement processes.
• Serves as a resource on policies and procedures.

• Scheduling
• Schedules visits and procedures across departments.
• Manages daily flow and communicates with staff to maintain efficiency.

• Patient Flow Coordination
• Participates in shift handoffs and team huddles.

• Administration
• Manages calendars, meetings, and events.
• Provides clerical support and triages calls.
• Organizes records, supplies, and forms for visits.
• Coordinates with departments and processes mail, documents, and prescriptions.

• Training
• Trains and cross-trains staff on systems and procedures.
• Shares updates and resolves workflow issues.
• Acts as a resource on operations and billing.

• Technology
• Uses office systems and hospital applications.
• Enrolls patients in portals.

• Process Improvement
• Supports and implements process improvement initiatives.

Minimum qualifications

Education

• A high school level of education.

Experience

• Minimum of 1 year as a PER or related healthcare experience.
• Can perform the actions associated with this skill without assistance. Is considered a "person to ask" when difficult questions arise. Capable of coaching others by translating complex nuances into easy‑to‑understand terms.
• Able to successfully complete tasks as requested. Help from an expert may be required from time to time and can discuss the application and implications of changes to processes, policies, and procedures in patient experience.
• Understands needs and takes a proactive approach to meeting their needs in an effective and timely manner. Uses non‑technical language skillfully to ensure effective communication with customers from all levels of understanding.
• Builds and maintains effective working relationships.
• Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
• Ability to work with diverse internal and external constituencies.

Schedule: M-F. Hybrid.

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