Sr. Patient Experience Representative - Needham
About The Position
This position is 100% onsite at the Needham location. Key Responsibilities for the Sr. Patient Experience Representative: Demonstrates effective and empathetic customer service that supports departmental and hospital operations. Responds to patient needs and escalated concerns, ensuring a high-quality experience and timely resolution. Greets, screens, and directs patients, families, and visitors; monitors clinic flow to optimize the patient experience. Registers new patients and verifies demographic, insurance, and referral information. Obtains authorizations and referrals, enters billing and treatment codes, reconciles payments, and prepares deposits. Schedules patient appointments and procedures across providers and departments. May rotate into call center roles; communicate with referring providers and practices to facilitate patient management. Trains, orients, and cross-trains staff on departmental systems, policies, and procedures. Enrolls patients and caregivers in the patient portal and ensure staff is informed of customer service and IT system updates. Participates in and contributes to departmental initiatives, recommending and implementing process improvements.
Requirements
- High School Diploma or GED required
- Minimum 1 year of administrative, front desk or related healthcare experience required.
Responsibilities
- Demonstrates effective and empathetic customer service that supports departmental and hospital operations.
- Responds to patient needs and escalated concerns, ensuring a high-quality experience and timely resolution.
- Greets, screens, and directs patients, families, and visitors; monitors clinic flow to optimize the patient experience.
- Registers new patients and verifies demographic, insurance, and referral information.
- Obtains authorizations and referrals, enters billing and treatment codes, reconciles payments, and prepares deposits.
- Schedules patient appointments and procedures across providers and departments.
- May rotate into call center roles; communicate with referring providers and practices to facilitate patient management.
- Trains, orients, and cross-trains staff on departmental systems, policies, and procedures.
- Enrolls patients and caregivers in the patient portal and ensure staff is informed of customer service and IT system updates.
- Participates in and contributes to departmental initiatives, recommending and implementing process improvements.
Benefits
- Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare 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.
- PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Hospitals
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
