Patient Experience Representative I- The Micheli Center

About the Role

You will work under close supervision to provide support to the administrative operations of a clinical service and ensure the best possible patient experience by effectively coordinating services to patients and families. You will demonstrate interest in and ability to contribute to departmental and organizational initiatives and projects with a focus on continuous process improvement. This role involves performing various administrative functions requiring basic knowledge of programs and services while delivering positive and effective customer service that supports departmental and hospital operations.

Responsibilities

• Patient Encounter Management:
  • Provide positive and effective customer service that supports unit operations
  • Collaborate with referring providers and practices
  • Obtain required authorizations to compile patient and staff schedules
  • Schedule patients and support patient encounters
• Check In / Check Out:
  • Greet and direct patients, families, and visitors
  • Monitor daily schedule and coordinate flow with clinicians/supervisors
  • Reconcile payments and prepare deposits, providing records of transactions in hospital systems
  • Facilitate and direct communication with Financial Counseling
• Administrative:
  • Record and forward messages, triage calls for urgent information or services, and initiate calls for emergency services
  • Provide routine clerical support as needed

Requirements

• High school diploma or equivalent (bachelor’s degree preferred)
• Prior customer service or administrative experience preferred
• Ability to communicate effectively both orally and in writing
• Ability to provide empathy in difficult interpersonal situations
• Ability to work with diverse internal and external constituencies

Schedule

Monday – Thursday: 3:00 PM – 8:00 PM, Saturday: 6:30 AM – 5:00 PM (100% on-site)

Pay

The posted pay range is Boston Children’s reasonable and good-faith expectation for this role at the time of posting. Any base pay offer provided depends on skills, experience, education, certifications, and other job-related factors. This role is eligible for a $1,500 sign-on bonus (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
• Pension
• Tuition and certain license and certification reimbursement
• Cell phone plan discounts
• Discounted rates on T-passes