Sr Patient Experience Representative- Neurosurgery

Children's Hospital Boston•Boston, MA

33d•Hybrid

About The Position

The Senior PER monitors clinic activity to ensure an optimal patient experience and resolves customer service and scheduling issues. They provide effective service support, obtain and record required authorizations, and manage daily schedules to optimize workflow. Responsibilities include answering and triaging calls, routing messages, providing routine information, and initiating emergency services when needed. The role also contributes to staff training on department processes and technology, demonstrates strong problem-solving and teamwork skills, and supports continuous process improvement initiatives.

Requirements

High School Diploma / GED
Minimum of 1 year as a PER or related healthcare experience.
Serves as a go-to resource and handles complex questions independently.
Coaches others by translating complex information into clear, simple terms.
Completes tasks reliably; seeks expert input only when needed.
Explains the impact of process and policy changes on patient experience.
Anticipates needs and communicates clearly using non-technical language.
Builds strong working relationships across teams.
Communicates effectively and empathetically, both verbally and in writing.
Works well with diverse internal and external stakeholders.

Responsibilities

Provides positive, effective customer service to patients, families, visitors, and referring providers.
Greets, screens, directs, and responds to routine inquiries on hospital protocols.
Addresses escalated or complex issues and collaborates to resolve patient concerns.
May rotate through call center functions.
Collects basic vitals (H/W/T) and completes EMR questionnaires as needed.
Monitors clinic flow and supports optimal patient experience.
Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
Assists with room preparation and routine clinical support tasks.
Supports billing processes: coding entry, collecting copays, reconciling payments, and preparing deposits.
Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.
Schedules appointments and procedures across providers and departments.
Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.
Participates in shift handoffs and team huddles to support coordinated care.
Manages calendars, schedules meetings/events, and supports conferences and department programs.
Prepares documents, presentations, requisitions, and standard forms.
Triages calls, routes urgent requests, and initiates emergency services when required.
Provides routine clerical support (mail, copying, distributing materials, organizing medical records).
Processes letters, external requests, and prescription refills.
Participates in and supports staff training on systems, workflows, and customer-service practices.
Trains and cross-trains staff; serves as resource for operations, billing/payer requirements, and problem resolution.
Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
Enrolls patients and caregivers in the patient portal.
Contributes to departmental and organizational improvement initiatives.
Recommends and helps implement updates to systems and procedures.