Patient Experience Representative I (Gynecology)

The experts in the Boston Children’s Hospital Division of Gynecology specialize in gynecologic care for newborns to young adults. We pride ourselves in providing the answers patients and families seek in simple language that children, teens and parents can understand – from addressing common concerns to managing more complex conditions. The Division of Gynecology is one of the premier pediatric and adolescent gynecology centers in the world, among the busiest and longest standing in the nation. Learn more about the Division of Gynecology here.

Probable Schedule: Monday – Friday, hours between 8:00a – 5:00p. Onsite only.

Location: 333 Longwood Avenue, Boston and 2 Brookline Place, Brookline.

The Patient Experience Representative I will be responsible for:

• Customer Service:
  • Demonstrating positive and effective customer service that supports departmental and hospital operations.
  • Responding to routine inquiries about hospital protocol, policies and procedures.
  • Greeting, screening and directing patients, families and visitors.
  • Registering new patients.
  • Rotating in department call center to assist with scheduling and customer service.
• Patient Registration/Admissions/Discharge:
  • Monitoring clinic activity to ensure the best possible patient experience.
  • Recording and processing patient demographics, insurance/payment and referral information for patient encounters.
  • Collecting all necessary clinical documentation and information.
  • Collecting, recording and securing co-payments made by patients/families. Reconciling payments and preparing deposits, recording all transactions in Hospital systems.
  • Obtaining required authorizations, referrals and verifications of insurance to compile schedules.
• Scheduling:
  • Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions.
• Administration:
  • Answering, screening and routing phone calls. Recording and forwarding messages and triaging calls for urgent information or services. Responding to requests for routine information or assistance within scope of knowledge and authority.
  • Providing routine clerical support as needed.
  • Collecting and organizing medical records, information, materials and supplies required for appointments.
  • Opening and sorting mail, delivering and retrieving patient records, photocopying materials, sorting, collating and distributing documents.
• Technology:
  • Utilizing all office technology, including phone systems, email, Microsoft Office, and clinical, scheduling and billing applications.
  • Enrolling patients and caregivers in patient portal, as needed.

To qualify, you must have:

• High School Diploma/GED required.
• Previous customer service and/or administrative experience preferred.
• Basic customer service and computer skills required.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrating empathy in difficult interpersonal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrated ability to pay attention to detail and accuracy.

Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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 and discounted rates on T-passes. Experience the benefits of passion and teamwork.

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