Patient Experience Representative I- ORL Front Desk

Key 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.

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.

Captures and 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.

Minimum Qualifications

• Education: High School Diploma/GED
• Experience: No healthcare experience required – Basic customer service and computer skills.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.

Schedule

Monday- Friday, 9:30a-6p with flexibility based on business needs

Additional Information

The posted pay range is Boston Children’s reasonable and good-faith expectation for this pay at the time of posting.

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).