Patient Experience Representative I- ORL Front Desk
85392BR
Otolaryngology and Communication Enhancement
Status
Full-Time
Standard Hours per Week
40
Job Category
Administration,
Regular, Temporary, Per Diem
Regular
Pay Range
$19.06-$27.64 Hourly
Office/Site Location
Boston
Remote Eligibility
Onsite Only
Job Posting 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.
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.
Key Responsibilities:
- Demonstrates positive and effective customer service that supports departmental and hospital operations.
- Responds to routine inquiries regarding hospital policies, procedures, and services, escalating complex issues to a supervisor as needed.
- Greets, screens, and directs patients, families, and visitors, collaborating with providers and practices to support patient care and a positive patient experience.
- May rotate between clinic and call center functions as needed.
- May collect basic patient information, including height, weight, temperature, and questionnaire responses in the EMR.
- Assists with exam room preparation, patient support, and required appointment documentation according to established procedures.
- Records and processes patient demographic, insurance, referral, and clinical information; enters billing-related data and obtains required authorizations, referrals, and insurance verifications.
- May collect and reconcile patient payments and maintain accurate financial records in hospital systems.
- Under close supervision, schedules patient appointments and procedures, monitors daily schedules, and coordinates patient flow to optimize resource utilization and service delivery.
- Participates in shift handoffs and team huddles to support operational continuity.
- Answers, screens, and routes telephone calls; records messages, triages urgent requests, and initiates emergency calls when required.
- Provides administrative support, including calendar management, meeting and event coordination, correspondence, record management, mail distribution, prescription refill processing, and general clerical duties.
- Coordinates ancillary clinical and administrative services with internal departments and prepares standard forms and requisitions as needed.
- Utilizes office, clinical, scheduling, and billing systems, including Microsoft Office applications and patient portal enrollment tools.
- Participates in departmental and organizational initiatives focused on continuous process improvement and supports implementation of system and process changes.
Minimum Qualifications
Education:
- 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 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.
Schedule: Monday- Friday, 9:30a-6p with flexibility based on business needs
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 2 years).
The posted pay range is Boston Children’s reasonable and good-faith expectation for this pay at the time of posting.
Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes 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.
Boston Children’s Hospital is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, pregnancy, national origin, ancestry, ethnicity, age, disability, military or veteran status or any other classification protected by law in hiring, promotion, compensation and other terms and conditions of employment. Boston Children’s Hospital collects and maintains information regarding gender, race, and ethnicity for equal opportunity compliance purposes. Boston Children’s Hospital also is subject to various government recordkeeping and reporting requirements for the administration of civil rights laws and regulations.
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