Patient Experience Representative I- ORL

About the Role

Works under close supervision to provide support to the administrative operations of a clinical service and ensures the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to support departmental and organizational initiatives and projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services.

Responsibilities

• Demonstrates positive and effective customer service that supports departmental and hospital operations.
• Responds to routine inquiries regarding hospital policies, procedures, and services, escalating complex issues to a supervisor as needed.
• Greets, screens, and directs patients, families, and visitors, collaborating with providers and practices to support patient care and a positive patient experience.
• May rotate between clinic and call center functions as needed.
• May collect basic patient information, including height, weight, temperature, and questionnaire responses in the EMR.
• Assists with exam room preparation, patient support, and required appointment documentation according to established procedures.
• Records and processes patient demographic, insurance, referral, and clinical information; enters billing-related data and obtains required authorizations, referrals, and insurance verifications.
• May collect and reconcile patient payments and maintain accurate financial records in hospital systems.
• Under close supervision, schedules patient appointments and procedures, monitors daily schedules, and coordinates patient flow to optimize resource utilization and service delivery.
• Participates in shift handoffs and team huddles to support operational continuity.
• Answers, screens, and routes telephone calls; records messages, triages urgent requests, and initiates emergency calls when required.
• Provides administrative support, including calendar management, meeting and event coordination, correspondence, record management, mail distribution, prescription refill processing, and general clerical duties.
• Coordinates ancillary clinical and administrative services with internal departments and prepares standard forms and requisitions as needed.
• Utilizes office, clinical, scheduling, and billing systems, including Microsoft Office applications and patient portal enrollment tools.
• Participates in departmental and organizational initiatives focused on continuous process improvement and supports implementation of system and process changes.

Requirements

• High School Diploma or GED.
• No healthcare experience required; basic customer service and computer skills.
• Ability to communicate clearly and effectively both orally and in writing, demonstrating empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates attention to detail and accuracy.

Schedule

Monday–Friday, hybrid after training.

Pay

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. A $2,000 sign-on bonus is available (not eligible for internal candidates or former BCH employees who worked here in the past 2 years).

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 and Pension.
• Tuition and certain License and Certification Reimbursement.
• Cell phone plan discounts and discounted rates on T-passes.