Sr Patient Experience Representative- ORL Admin Support Job at Boston Children's Hospital (Boston)

Job Description

The Senior Patient Experience Representative (Sr. PER) provides advanced administrative and customer service support to ensure an exceptional patient experience and efficient clinic operations. Responsibilities include resolving complex scheduling and customer service issues, obtaining and documenting insurance authorizations, managing patient and provider schedules, and handling incoming calls and inquiries. The Sr. PER serves as a resource for staff, applies strong problem-solving and multitasking skills, and contributes to departmental initiatives focused on operational excellence and continuous process improvement.

Job Responsibility

Primarily working with the Neurotology team, scheduling and coordinating appointments for the pediatric population
Demonstrates positive and effective customer service that supports departmental and hospital operations, responding to patient, family, and provider inquiries and resolving complex issues as appropriate
Collaborate with referring providers and practices to support patient care and resolution of complex issues
Monitors clinic activity and patient flow to ensure a positive patient experience, addressing customer service and scheduling concerns and responding to escalated service issues
Serves as a resource on departmental policies and procedures and assists in resolving administrative and operational issues
Verifies, records, and processes patient demographic, insurance, referral, and clinical information
obtains and documents authorizations and referrals
and supports reimbursement and billing processes
May collect and reconcile patient payments, prepare deposits, maintain accurate financial records, and facilitate communication with Financial Counsel
Schedules patient appointments and procedures across providers, departments, and institutions, coordinating schedules and resources to optimize efficiency and patient access
Participates in shift handoffs and team huddles to support communication and operational continuity
Provides administrative support, including calendar management, meeting and event coordination, message handling, urgent call triage, records management, correspondence, prescription refill processing, mail distribution, and general clerical duties
Manage Work Queues, In Basket messages, Emails, Phone calls and messages on a daily basis
Coordinates clinical and administrative services and prepares required documentation
Assists with staff training, orientation, and cross-training on systems, processes, and policies
Serves as a resource for operational, billing, and payer-related questions
Uses scheduling, clinical, billing, and Microsoft Office systems proficiently
Participates in process improvement initiatives and supports system enhancements
Other departmental duties as assigned

Requirements

High School Diploma/ GED
1 year of relevant, healthcare experience
Performs independently
serves as a resource and coaches others
Completes tasks independently with occasional guidance on complex issues
Builds strong working relationships
Communicates effectively with empathy, both verbally and in writing
Collaborates effectively with diverse stakeholders

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
$2,000 sign on bonus

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Sr Patient Experience Representative- ORL Admin Support

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