Patient Experience Representative I-Ambulatory (Waltham-onsite)

Patient Experience Representative I-Ambulatory

Works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations.

Location and Schedule : 100% onsite at Waltham location. Monday to Friday, 40 hours per week, 7 : 30AM-5 : 15PM

Key Responsibilities :

• Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues
• Greets, screens, directs, and 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
• Assists patients, and ensures routine forms are ready for appointments
• Collects and processes patient demographics, insurance / payment, referral info, and clinical documentation; obtains authorizations and verifications
• Collects co-payments, reconciles deposits, and provides accurate records in hospital systems
• Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required
• Supports logistics for departmental programs and presentations
• Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records
• Processes letters, and external requests
• Uses office and hospital systems (e.g., Epic EHR, Microsoft Office, scheduling, billing applications) efficiently
• Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications :

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 12 months) BCH offers competitive compensation and unmatched benefits including 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.

Office / Site Location : Waltham

Regular, Temporary, Per Diem : Regular

Remote Eligibility : Onsite Only

Pay Range : $19.06-$27.64 Hourly