Sr Patient Experience Representative- Neonatal Team

Position Summary
The Senior Patient Experience Representative will support front desk operations, ensuring a positive patient experience through scheduling, insurance verification, patient finance coordination, and customer service. This role manages clinic activity, resolves scheduling and service issues, handles calls and authorizations, and contributes to training and process improvement initiatives. Additionally, the role includes daily call center coverage for 2–3 hours to address patient inquiries, coordinate appointments, and support departmental needs.

Key Responsibilities

1. Customer Service
   • Provides positive, effective customer service to patients, families, and referring providers.
   • Responds to routine inquiries and resolves complex issues in alignment with hospital policies.
   • Collaborates with providers and practices to manage complex patient needs.
2. Patient Registration/Admissions/Discharge
   • Monitors clinic activity and addresses patient concerns to ensure a positive experience.
   • Registers new patients, verifies demographics, insurance, and referral information.
   • Collects and processes clinical documentation, prior authorizations, and referrals.
   • Secures and reconciles patient co-payments, prepares deposits, and facilitates communication with Financial Counsel.
3. Scheduling
   • Schedules patient encounters and procedures across providers, departments, and institutions.
   • Monitors daily schedules, coordinates patient flow, and communicates with clinicians to optimize efficiency.
4. Patient Flow Coordination
   • Participates in shift handoffs and team huddles to maintain coordinated patient care.
5. Administration
   • Manages schedules within EPIC, schedules meetings/events, and prepares related documents and logistics.
   • Triages calls, messages, and emergency requests; provides general clerical support.
   • Collects and organizes medical records, requisitions, and supplies for appointments or admissions.
   • Coordinates with other departments for ancillary services and processes correspondence, mail, and prescription refills.
6. Training
   • Trains and orients staff on systems, processes, terminology, and policy updates.
   • Provides guidance on problem resolution, operations, billing, and payer requirements.
7. Technology
   • Utilizes office technology, scheduling and billing systems, and Microsoft Office tools.
   • Enrolls patients and caregivers in the patient portal.
8. Process Improvement
   • Supports departmental and organizational initiatives for continuous improvement.
   • Identifies opportunities for efficiency and assists with implementing system and process changes.

Minimum qualifications
Education:

• A high school level of education, bachelor’s degree preferred

Experience:

• 1 year of relevant experience requires
• Prior customer service or administrative experience preferred
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• The ability to work with diverse internal and external constituencies

Schedule: 8:30am-5:00pm M-F. hybrid
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).

Boston Children’s Hospital offers competitive compensation and unmatched benefits including 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.