Patient Experience Representative I- ORL Call Center

Patient Experience Representative I- ORL Call Center

85391BR

Otolaryngology and Communication Enhancement

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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

Part Remote/Hybrid

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.

Position Summary:

Works under close supervision to provide administrative and customer service support within the Call Center, ensuring a positive patient and family experience through efficient coordination of scheduling, registration, and service-related inquiries. Performs a variety of administrative functions requiring foundational knowledge of hospital programs, services, and call center operations. Delivers professional, patient-centered service that supports departmental and organizational goals while actively contributing to continuous process improvement initiatives.

Key Responsibilities:

• Provides excellent customer service to support departmental and hospital operations.
• Responds to routine inquiries regarding policies, procedures, and patient care processes, escalating complex issues as needed.
• Registers new patients and collaborates with providers and practices to support patient care coordination.
• Provides front desk coverage as needed.
• Collects and processes patient demographic, insurance, referral, and clinical information.
• Ensures accurate documentation, billing entry, and insurance verification, including obtaining referrals and authorizations.
• Collects and reconciles patient payments and maintains accurate financial records.
• Schedules patient appointments and procedures across providers and departments.
• Monitors daily schedules and coordinates patient flow to maximize efficiency and patient experience.
• Answers, screens, and routes calls; records messages and escalates urgent matters appropriately.
• Provides general clerical support, prepares forms and correspondence, manages medical records, and processes prescription refill requests.
• Coordinates ancillary clinical and administrative services with internal departments.
• Utilizes scheduling, billing, clinical, and office software systems, including Microsoft Office and phone systems.
• Enrolls patients and caregivers in the patient portal.
• Participates in departmental and organizational initiatives focused on continuous improvement.
• Supports implementation of process and system enhancements.

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, 8:30a-5p with flexibility based on business needs. Hybrid after training.

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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