Patient Experience Representative I Job at Boston Children's Hospital (Boston)

Patient Experience Representative I

Boston Children's Hospital

Location:
United States , Boston

Category:
Office Administration

Contract Type:
Not provided

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 within a busy multidisciplinary program. Supports the best possible patient experience by effectively coordinating services for patients and families from a wide geographic catchment area. Demonstrates interest in, and ability to, support departmental and organizational initiatives & projects with a focus on continuous process improvement. The CAIR program is an outpatient multidisciplinary program that provides coordinated surgical, gastrointestinal, nutritional, and other care for a medically complex pediatric patient population. Administrative support within the CAIR program includes patient/family phone triage, patient check in and administrative care coordination. Administrative staff will be part of a dynamic, busy, and stimulating team of healthcare providers caring for patients with a chronic and complex condition.

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
Registers new patients
verifies and processes demographics, insurance, referrals, authorizations, and required documentation
Monitors clinic flow and supports optimal patient experience
Assists with routine clinical support tasks
Supports billing processes: collecting copays, reconciling payments, and preparing deposits
Coordinates with Financial Counseling and other departments for administrative or insurance-related needs
Completes EMR questionnaires as needed
Schedules appointments and procedures across departments
Monitors and adjusts daily schedule to optimize flow
communicates with clinicians and supervisors as needed
Collaborates with families and providers to coordinate care for patients traveling locally and nationally
Participates in shift handoffs and team huddles to support coordinated care
Manages calendars, schedules meetings/events, and supports 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, faxing, ordering supplies)
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 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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