Patient Experience Representative- General Surgery

This position is hybrid (after training), primarily based in the Boston (Longwood) Location and will aligned to the Level I or Levell II based on experience and alignment for the role.

The Patient Experience Representative (PER) provides essential administrative and operational support for the Colorectal and Pelvic Malformation Center (CPMC) and plays a key role in creating a seamless experience for patients, families, and clinical teams. This position serves as an important point of connection between patients, providers, nurses, and multidisciplinary teams across Boston Children’s Hospital.

Time will be divided between patient-facing responsibilities, including front desk coverage and in-person patient support, and non-patient-facing administrative responsibilities, including telephone work, care coordination, scheduling, and program operations.

Level 1 — Patient Experience Representative II
Experience: 6 months of experience and high school diploma or GED required.
Salary Range: $19.06/hr – $27.64/hr
Typical Responsibilities:

• Provides excellent customer service; addresses routine inquiries and escalates complex issues
• Greets, registers, and directs patients; enrolls patients in the portal
• Schedules appointments/procedures and coordinates clinic flow
• Collaborates with referring providers to manage patient needs
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification
• Collects co-pays, reconciles deposits, and maintains accurate records
• Manages calls, including triaging urgent situations and initiating emergency response when needed
• Maintains calendars, schedules meetings/events, and supports departmental logistics
• Provides general administrative support and processes forms, refills, and external requests
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently
• Participates in team huddles and supports process improvement initiatives

Level 2 — Sr. PER
Experience: One year of experience, and high school diploma or GED required.
Salary Range: $19.83/hr – $29.49/hr
Typical Responsibilities:

• Patient Encounter Management: Delivers excellent customer service to support unit operations.  Coordinates with referring providers and obtains authorizations.  Schedules patients and supports patient encounters.
• Check-In / Check-Out: Greets and directs patients, families, and visitors.  Manages daily schedule and clinic flow with staff.  Reconciles payments, prepares deposits, and documents transactions.  Coordinates with Financial Counseling
• Administrative Support:  Manages calendars for physicians/supervisors.  Schedules meetings, programs, and events.
• Process Improvement:  Contributes to departmental initiatives and process improvements.  Supports implementation of system and workflow changes.
• Patient Experience Coordination:  Monitors clinic activity to enhance patient experience.  Resolves scheduling and customer service issues and handles escalated patient concerns
• Training & Support:  Assists with staff training on systems, processes, and terminology.  Supports team in resolving operational issues.  Serves as a resource on procedures, billing, and payer requirements.
• Individual Contribution:  Provides subject matter expertise and trains staff on departmental procedures.
• Managing high volume consult and follow-up appointment requests within various work queues in Epic.

Sign-On Bonus: This role is eligible for a $2,000 sign-on bonus (Note: Internal candidates and former BCH employees who have worked at the hospital within the past 2 are not eligible)