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

Patient Experience Representative

Boston Children's Hospital

Location:
United States , Boston

Category:
Customer Service

Contract Type:
Not provided

Salary:

19.06 - 27.64 USD / Hour

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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. Required/please read: There is a 6 week/40 hours a week training commitment that is required which could include day/evening + weekend training before you go into your per diem shift. Full flexibility is needed during this training period. Position Summary/ Department Summary: Patient Experience Representative (Per diem). Emergency Department. Key Responsibilities: Requires a minimum of 5 shifts in a 6 week work schedule period, 1 of which must be a weekend shift and a minimum of 1 major holiday in the fall/winter plus a minimum of one major holiday in the spring/summer (2 holidays a year total).

Job Responsibility:

Providing positive and effective customer service that supports departmental and hospital administrative operations
Scheduling patient encounters and procedures to coordinate within and across providers, departments, and institutions
Answering, screening and routing telephone calls
Recording and forwarding messages and triaging calls for urgent information or services
Responding to requests for routine information or assisting within scope of knowledge and authority
Initiating calls for emergency services as required
Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues
Greeting and directing patients, families and visitors
Monitoring daily schedule and patient flow to optimize resource utilization and patient experience
Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow
Serving as a liaison with Engineering, ESD, Biomedical Engineering, and Materials Management to resolve equipment, supply, cleaning and safety issues
Following through on identified problems
Collecting and organizing medical records, information, materials and supplies required for admissions or encounters
Preparing requisitions and other standard forms as requested by clinician or supervisor
Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters
Collecting all necessary clinical documentation and information
Collecting, compiling and forwarding related documentation for reimbursement

Requirements:

High-school or GED diploma
Superb customer service
Keen attention to detail
Strong computing skills with ability to learn new software quickly and ability to work in multiple systems simultaneously
Ability to work independently and as part of a team
The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations

Nice to have:

Bachelor’s degree
Preferred experience such as customer service, administrative, or experience in a health care setting

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 08, 2026

Employment Type:

Parttime

Work Type:

On-site work

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