Lead Patient Experience Representative - Needham (onsite)

Key Responsibilities

• Provides positive, effective customer service to patients, families, and visitors.
• Solves complex issues and responds to inquiries about hospital policies and procedures.
• Registers new patients and verifies demographics, insurance, and referral details.
• Schedules and confirms patient appointments, tests, and procedures.
• Obtains and documents prior authorizations and referrals.
• Collects co-pays, reconciles funds, and facilitates communication with financial counseling.
• Maintains clinic activity and coordinates daily flow with clinical teams.
• Participates in shift handoffs and team huddles to support patient flow.
• Prepares forms, organizes medical records, and maintains supplies for appointments.
• Trains new staff and serves as a resource for policies, systems, and procedures.
• Delegates and oversees tasks for patient experience staff; provides performance feedback.
• Uses clinical, scheduling, and billing applications along with Microsoft Office tools.
• Participates in process improvement efforts to enhance department operations.

Requirements

• Minimum 2 years of related healthcare experience required.
• Related computer application experience (i.e., Microsoft Application Suite, Adobe, Google Applications, etc.).
• Strong customer service experience.

Qualifications

• High School Diploma / GED required.
• Bachelor’s degree preferred.

Skills

• Customer Service
• Administrative Support
• Medical Scheduling
• Financial Management
• Team Coordination
• Technology Proficiency (Microsoft Office, Adobe, Google Applications)

Benefits

• $2,000 sign-on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)

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
• Discounted rates on T-passes