Patient Experience Representative - Otolaryngology (onsite)

This position is fully onsite and will rotate between the Waltham and Needham locations.

About the role

The Patient Experience Representative will provide administrative floating support for ORL/CCE clinical operations in Waltham. Time will be split between patient-facing (front desk coverage) and non-patient-facing (admin tasks/telephone work) supporting our various Center for Communication Enhancement Programs.

Responsibilities

Level 1 — Patient Experience Representative

• Provides excellent customer service; addresses routine inquiries and escalates complex issues
• Greets, registers, and directs patients; enrolls patients in the portal
• Schedules appointments/procedures and coordinates clinic flow
• Collaborates with referring providers to manage patient needs
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification
• Collects co-pays, reconciles deposits, and maintains accurate records
• Manages calls, including triaging urgent situations and initiating emergency response when needed
• Maintains calendars, schedules meetings/events, and supports departmental logistics
• Provides general administrative support and processes forms, refills, and external requests
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently
• Participates in team huddles and supports process improvement initiatives

Level 2 — Senior Patient Experience Representative

• Patient Encounter Management: Delivers excellent customer service to support unit operations. Coordinates with referring providers and obtains authorizations. Schedules patients and supports patient encounters.
• Check-In / Check-Out: Greets and directs patients, families, and visitors. Manages daily schedule and clinic flow with staff. Reconciles payments, prepares deposits, and documents transactions. Coordinates with Financial Counseling.
• Administrative Support: Manages calendars for physicians/supervisors. Schedules meetings, programs, and events.
• Process Improvement: Contributes to departmental initiatives and process improvements. Supports implementation of system and workflow changes.
• Patient Experience Coordination: Monitors clinic activity to enhance patient experience. Resolves scheduling and customer service issues and handles escalated patient concerns.
• Training & Support: Assists with staff training on systems, processes, and terminology. Supports team in resolving operational issues. Serves as a resource on procedures, billing, and payer requirements.
• Individual Contribution: Provides subject matter expertise and trains staff on departmental procedures.
• Manages high volume consult and follow-up appointment requests within various work queues in Epic.

Requirements

Level 1 — Patient Experience Representative

• 6 months of experience
• High school diploma or GED

Level 2 — Senior Patient Experience Representative

• One year of experience
• High school diploma or GED

Pay

Level 1 — Patient Experience Representative

Salary Range: $19.06/hr – $27.64/hr

Level 2 — Senior Patient Experience Representative

Salary Range: $19.83/hr – $29.49/hr

This role is eligible for a $2,000 sign-on bonus (Note: Internal candidates and former BCH employees who have worked at the hospital within the past 2 years are not eligible).

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.

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