Sr Patient Experience Representative- Neurology

Ensures an optimal patient experience by monitoring clinic activity, resolving service and scheduling issues, and managing daily schedules. Provides high-level customer service, obtains necessary authorizations, triages calls, supports emergency communication, and assists with training initiatives. Demonstrates strong problem-solving, multitasking, and contributes to continuous process improvement efforts.

Responsibilities

• Provides effective service to patients, families, and visitors.
• Answers questions on policies and procedures; resolves complex issues.
• Greets, screens, registers, and directs patients.
• Coordinates with providers on patient issues.
• May rotate in call center settings.
• Verifies and records patient, insurance, and referral information.
• Collects co-pays, reconciles payments, and prepares deposits.
• Prepares records, forms, and required documentation.
• Supports billing, authorizations, and reimbursement processes.
• Serves as a resource on policies and procedures.
• Schedules visits and procedures across departments.
• Manages daily flow and communicates with staff to maintain efficiency.
• Participates in shift handoffs and team huddles.
• Manages calendars, meetings, and events.
• Provides clerical support and triages calls.
• Organizes records, supplies, and forms for visits.
• Coordinates with departments and processes mail, documents, and prescriptions.
• Trains and cross-trains staff on systems and procedures.
• Shares updates and resolves workflow issues.
• Acts as a resource on operations and billing.
• Uses office systems and hospital applications.
• Enrolls patients in portals.
• Supports and implements process improvement initiatives.

Requirements

• High school diploma or equivalent.
• Minimum of 1 year as a Patient Experience Representative (PER) or related healthcare experience.
• Proficient in performing tasks without assistance and recognized as a go-to person for difficult questions.
• Capable of coaching others by translating complex nuances into easy-to-understand terms.
• Able to complete tasks as requested, occasionally seeking expert help.
• Understands and discusses implications of changes to processes, policies, and procedures in patient experience.
• Proactively meets needs in an effective and timely manner.
• Uses non-technical language skillfully to communicate with customers of all understanding levels.
• Builds and maintains effective working relationships.
• Strong oral and written communication skills, with ability to provide empathy in difficult interpersonal situations.
• Ability to work with diverse internal and external constituencies.

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.
• Discounted rates on T-passes.

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 depends on skills, experience, education, certifications, and other job-related factors. Base pay is one part of a comprehensive benefits package.

This role is eligible for a $2,000 sign-on bonus (not eligible for internal candidates).

Schedule

Monday to Friday. Hybrid.