Patient Experience Representative I- Pulmonary Hypertension Program

Department Summary:

As one of the leading and largest programs of its kind in the U.S., the Boston Children’s Pulmonary Hypertension Program brings together diverse, skilled, and experienced clinicians to provide a comprehensive diagnosis and individualized treatment for each patient. Learn more about the PH Program here.

Key Responsibilities:

• Provide administrative support for multiple Cardiologists including Director, Pulmonary Hypertension Service. Responsibilities include triaging phone calls, assisting in scheduling appointments, processing new patient intakes, requesting, and tracking pre-appointment medical record requests assigned physicians including calendar management.
• Primary administrative contact for Pulmonary Hypertension Service for all matters related to patient care coordination and team support. Scheduling meetings, programs, and events.
• Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
• Registers patients; enrolls patients and caregivers in the patient portal
• Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers
• Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience
• Prepares for and attends shift handoffs and team huddles
• Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications
• Transcribes treatment and billing data; communicates with other departments for clinical and administrative services
• Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
• Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations
• Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records
• Processes prescription refills, letters, and external requests
• Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently
• Participates in process improvement initiatives and supports internal changes to systems and procedures

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, Hybrid