Admin Patient Experience Representative- ORL

Supports the Department of Otolaryngology (ORL) by providing exceptional patient access, scheduling, and administrative support for pediatric and adult patients. This role serves as a key liaison between patients, families, providers, and referring practices, coordinating appointments, managing patient information, and ensuring efficient clinic operations while delivering a high level of customer service and supporting quality patient care.

Responsibilities

• Schedule and coordinate patient appointments for pediatric (and occasional adult) patients while maintaining accurate demographic, insurance, and referral information.
• Deliver exceptional customer service by responding to routine patient, family, and provider inquiries and supporting daily clinic operations.
• Manage daily administrative tasks, including phone calls, messages, work queues, calendars, prescription refill requests, records management, and general clerical support.
• Participate in team huddles, shift handoffs, and other departmental activities to support efficient clinic operations.

Level 2 – Senior Patient Experience Representative

Experience: 1+ Years of Experience

• Coordinate complex scheduling across providers, departments, and external practices to optimize patient access and continuity of care.
• Resolve escalated scheduling, registration, referral, and customer service issues while collaborating with clinical teams and referring providers.
• Verify authorizations and referrals, support billing and reimbursement processes, reconcile patient payments as applicable, and serve as a resource for payer-related questions.
• Coordinate clinical and administrative workflows, monitor patient flow, and support operational efficiency through proficient use of Epic, scheduling, billing, and Microsoft Office systems.

Level 3 – Lead Patient Experience Representative

Experience: 2+ Years of Experience

• Serve as a departmental resource for operational policies, scheduling, billing, and administrative processes, independently resolving complex issues.
• Lead coordination of complex patient care activities involving multiple specialties, providers, and external organizations to ensure seamless patient experiences.
• Participate in process improvement initiatives, system enhancements, and workflow optimization to improve operational performance and patient access.

Pay

• Level 1: $19.00/hr - $27.64/hr
• Level 2: $19.83/hr - $29.49/hr
• Level 3: $21.47/hr - $33.55/hr

This role is eligible for a $2,000 sign-on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years). 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.

Schedule

Monday through Friday. 4 days onsite, 1 day from home after training period.

Benefits

• 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
• Discounted rates on T-passes