Patient Experience Representative

Children's Hospital Boston Patient Experience Representative Waltham, MA Apply At Boston Children?s Hospital, the quality of our care and our inclusive hospital working environment lies in the diversity of our people. With patients from local communities and 160 countries around the world, we?re committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. The Patient Experience Representative - works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services.

Key Responsibilities:

Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience Prepares for and attends shift handoffs and team huddles Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed Prepares examination rooms, assists patients, and ensures routine forms are ready for appointments Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications Collects co-payments, reconciles deposits, and provides accurate records in hospital systems Transcribes treatment and billing data; communicates with other departments for clinical and administrative services Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations Processes prescription refills, letters, and external requests Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications Education:

High School Diploma/ GED Experience:

No healthcare experience required - Basic customer service and computer skills. Makes use of customer service knowledge to assist patients and families in resolving problems. Conveys a positive demeanor when interacting with patients, families, and coworkers. 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. Boston Children?s Hospital is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, pregnancy, national origin, ancestry, ethnicity, age, disability, military or veteran status or any other classification protected by law in hiring, promotion, compensation and other terms and conditions of employment. Boston Children?s Hospital collects and maintains information regarding gender, race, and ethnicity for equal opportunity compliance purposes. Boston Children?s Hospital also is subject to various government recordkeeping and reporting requirements for the administration of civil rights laws and regulations. Active Filters Patient Experience Representative Waltham, MA Clear All Apply