Boston Children's Hospital
Patient Experience Representative I-Ambulatory (Needham- Onsite)
Boston Children's Hospital, Needham Heights, Massachusetts, us, 02494
Overview
Position Summary/ Department Summary: 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. Location and Schedule
100% onsite at Needham location. Monday to Friday, 40 hours per week, 7:00AM-3:30PM Key Responsibilities
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 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 Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records Processes prescription refills, letters, and external requests Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently Participates in process improvement initiatives and supports internal changes to systems and procedures Education and Qualifications
High School Diploma/ GED Experience
No healthcare experience required - 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 clearly in both spoken and written form and demonstrate empathy in difficult personal situations Ability to work with diverse internal and external constituencies Demonstrates attention to detail and accuracy Language Skills
Bilingual: English and Spanish or Portuguese strongly preferred Compensation and Benefits
This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months). BCH offers competitive compensation and benefits including health, vision and dental insurance, childcare and student loan subsidies, generous time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes.
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Position Summary/ Department Summary: 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. Location and Schedule
100% onsite at Needham location. Monday to Friday, 40 hours per week, 7:00AM-3:30PM Key Responsibilities
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 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 Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records Processes prescription refills, letters, and external requests Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently Participates in process improvement initiatives and supports internal changes to systems and procedures Education and Qualifications
High School Diploma/ GED Experience
No healthcare experience required - 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 clearly in both spoken and written form and demonstrate empathy in difficult personal situations Ability to work with diverse internal and external constituencies Demonstrates attention to detail and accuracy Language Skills
Bilingual: English and Spanish or Portuguese strongly preferred Compensation and Benefits
This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months). BCH offers competitive compensation and benefits including health, vision and dental insurance, childcare and student loan subsidies, generous time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes.
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