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Lead Patient Experience Representative

United States, Needham 20.63 - 31.46 USD / Hour · Job Posted June 30, 2026
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Job Description

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. Yours included. This position is onsite at the Needham location. The Lead PER leads the administrative operations of a clinic and works to ensure the best possible patient experience by effectively leading and coordinating services to patients and families. Provides administrative support for a clinic and its providers. Performs various administrative functions requiring in-depth knowledge of programs and services.

Job Responsibility

  • Provides positive, effective customer service to patients, families, and visitors
  • Resolves complex issues and responds to inquiries about hospital policies and procedures
  • Registers new patients and verifies demographics, insurance, and referral details
  • Schedules and confirms patient appointments, tests, and procedures
  • Obtains and documents prior authorizations and referrals
  • Collects co-pays, reconciles funds, and facilitates communication with financial counseling
  • Monitors clinic activity and coordinates daily flow with clinical teams
  • Participates in shift handoffs and team huddles to support patient flow
  • Prepares forms, organizes medical records, and maintains supplies for appointments
  • Provides clerical support including answering phones, taking messages, and scheduling meetings
  • Trains new staff and serves as a resource for policies, systems, and procedures
  • Delegates and oversees tasks for patient experience staff
  • provides performance feedback
  • Uses clinical, scheduling, and billing applications along with Microsoft Office tools
  • Participates in process improvement efforts to enhance department operations

Requirements

  • High School Diploma / GED required
  • Bachelor's degree preferred
  • Minimum 2 years of related healthcare experience required
  • Related computer application experience (i.e., Microsoft Application Suite, Adobe, Google Applications, etc.)
  • Strong customer service experience

What we offer

  • 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

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