Patient Experience Representative I (Otolaryngology) - Boston Children's Hospital

The Department of Otolaryngology provides outpatient and surgical care for infants, children, adolescents, and young adults with a wide variety of congenital and acquired conditions of the head and neck. We specialize in treating conditions ranging from airway obstruction and thyroglossal duct cysts to chronic ear and sinus infections. Learn more about the department of Otolaryngology here.

*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)*

The Patient Experience Representative I will be responsible for: 

• Check In / Check Out:
  • Providing support for the front desk (check in/out, collecting co-payments, etc.) and covering as needed for the call center.
  • Greeting and directing patients, families and visitors.
  • Monitoring daily schedule and coordinating flow with clinicians/supervisor.
  • Facilitating and directing communication with Financial Counseling.
• Patient Encounter Management:
  • Providing positive and effective customer service that supports unit operations.
  • Scheduling patient encounters and procedures to coordinate within and across providers, departments and institutions.
  • Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
  • Working closely with the Referral Coordinator, Administrative Associates, Nurses and Physician Assistants to ensure appropriate appointments are being scheduled in a timely manner.
  • Obtaining required authorizations to compile patient and staff schedules.
  • Provide cross-coverage in department call center, answering incoming calls, scheduling appointments and managing different scheduling work queues.
• Administrative:
  • Recording and forwarding messages, triaging call for urgent information or services, initiating call for emergency services.
  • Providing routine clerical support as needed.

To qualify, you must have:

• High School Diploma / GED required; Bachelor’s degree preferred.
• Basic computer skills required.
• Previous customer service or administrative experience preferred.
• Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
• Ability to work with diverse internal and external constituencies.

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.