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.Minimum QualificationsEducation:High School Diploma or GED requiredExperience:Minimum 1 year of administrative, front desk or related healthcare experience required.Schedule:Monday – Friday, 8:30am – 5pmPER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions, internals not eligible)*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. Experience the benefits of passion and teamwork.

Position Summary/ Department Summary:The Patient Experience Representative II will be responsible for monitoring clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues. Provides positive and effective customer service that supports departmental and hospital operations.PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions, not applicable for internal applicants) *Key Responsibilities:Interacts and provides positive and effective customer service to patients and families.Response to routine inquiries about hospital protocol, policies and procedures.Greets and directs patients, families, and visitors.Manage large amounts of inbound and outbound calls in a timely manner.Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Generates patient labels and identification bracelets.Prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process.Notifies Charge RN of patient arrival.Process patient transfer/discharge paperwork. Confirm discharge paperwork is received, accurate and reflects patient information. Requests ambulance pick up.May be required to assist with End of life procedures with Bereavement Coordinator.Answer, screen and route telephone calls. Record and forward messages and triage call for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate call for emergency services as required.Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.Activate overhead announcements (Admissions, Code Blues, Staff Assists).Other duties as assigned.Minimum QualificationsEducation:High School Diploma / GEDExperience:Internal: Minimum 6 months as a PERExternal: Minimum of 6 months relevant healthcare experience.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. Experience the benefits of passion and teamwork.