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Patient Experience Rep I – Ophthalmology

United States, Needham Employment contract 19.06 - 27.64 USD / Hour · Job Posted June 30, 2026
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Job Description

The Patient Experience Representative I 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.

Job Responsibility

  • 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

Requirements

  • High School Diploma/GED
  • 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

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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