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Patient Experience Representative I- Neurosurgery

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Boston Children's Hospital

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Location:
United States , Boston

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Category:
Office Administration

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Contract Type:
Employment contract

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Salary:

19.06 - 27.64 USD / Hour
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Job Description:

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. Provides positive and effective customer service that supports departmental and hospital operations.

Job Responsibility:

  • Provides positive, effective customer service to patients, families, visitors, and referring providers
  • Greets, screens, directs, and responds to routine inquiries on hospital protocols
  • Addresses escalated or complex issues and collaborates to resolve patient concerns
  • May rotate through call center functions
  • Collects basic vitals (H/W/T) and completes EMR questionnaires as needed
  • Monitors clinic flow and supports optimal patient experience
  • Registers new patients
  • verifies and processes demographics, insurance, referrals, authorizations, and required documentation
  • Assists with room preparation and routine clinical support tasks
  • Supports billing processes: coding entry, collecting copays, reconciling payments, and preparing deposits
  • Coordinates with Financial Counseling and other departments for administrative or insurance-related needs
  • Schedules appointments and procedures across providers and departments
  • Monitors and adjusts daily schedule to optimize flow
  • communicates with clinicians and supervisors as needed
  • Participates in shift handoffs and team huddles to support coordinated care
  • Manages calendars, schedules meetings/events, and supports conferences and department programs
  • Prepares documents, presentations, requisitions, and standard forms
  • Triages calls, routes urgent requests, and initiates emergency services when required
  • Provides routine clerical support (mail, copying, distributing materials, organizing medical records)
  • Processes letters, external requests, and prescription refills
  • Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications
  • Enrolls patients and caregivers in the patient portal
  • Contributes to departmental and organizational improvement initiatives
  • Recommends and helps implement updates to systems and procedures

Requirements:

  • High School Diploma / GED
  • A common knowledge or an understanding of basic computer skills and concepts
  • 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
  • Interpersonal skills, collaboration, and communication
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

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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