Patient Experience Representative- ORL Call Center

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.
  
  

Education

Minimum Qualifications

• 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.