Sr. Patient Experience Representative - Physical Therapy (Waltham)

85413BR Patient Services-Physical Therapy Job Posting Description This position is onsite in Waltham. Schedule is Monday - Friday; some Saturday coverage as needed Key Responsibilities for the Sr.

Patient Experience Representative:

Demonstrates effective and empathetic customer service that supports departmental and hospital operations. Responds to patient needs and escalated concerns, ensuring a high-quality experience and timely resolution. Greets, screens, and directs patients, families, and visitors; monitors clinic flow to optimize the patient experience. Registers new patients and verifies demographic, insurance, and referral information. Obtains authorizations and referrals, enters billing and treatment codes, reconciles payments, and prepares deposits. Schedules patient appointments and procedures across providers and departments. May rotate into call center roles; communicate with referring providers and practices to facilitate patient management. Trains, orients, and cross-trains staff on departmental systems, policies, and procedures. Enrolls patients and caregivers in the patient portal and ensure staff is informed of customer service and IT system updates. Participates in and contributes to departmental initiatives, recommending and implementing process improvements.

Minimum Qualifications Education:

High School Diploma or GED required

Experience:

Minimum 1 year of administrative, front desk or related healthcare experience required. PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months) Status Full-Time Regular, Temporary, Per Diem Regular Standard Hours per Week 40 Pay Range $19.83-$29.49 Hourly Office/Site Location Waltham Job Posting Category Administration Remote Eligibility Onsite Only