Sr Patient Experience Representative-Ambulatory(Onsite)

Job Summery :

The Senior PER 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. Obtains and records

required authorizations on electronic or manual scheduling systems

to compile and distribute patient and staff schedules. Monitors

daily schedule to optimize resource utilization and patient

experience. Answers, screens, and routes telephone calls, records,

and forwards messages, and triages calls for urgent information or

services. Responds to requests for routine information or

assistance within scope of knowledge and authority. Initiates call

for emergency services as required. Participates in the development

of training programs to update staff on department / hospital

processes, including patient experience-focused initiatives and

computer training. Demonstrates high-level problem-resolution

skills, teamwork, and multitasking. Participates in and contributes

to departmental and organizational initiatives projects with a

focus on continuous process improvement.

Key Responsibilities :

Customer Service & Patient

Interaction

Delivers positive, effective customer

service to patients, families, and visitors; resolves complex

issues; responds to inquiries about hospital policies; collaborates

with referring providers to manage complex patient needs.

Patient Registration & Admissions

Registers patients, verifies demographics and insurance,

collects documentation and co-payments, and ensures accurate

billing. May gather clinical data (height, weight, temperature) and

assist with room preparation.

Scheduling

& Coordination

Schedules patient appointments and

procedures across departments; monitors clinic activity and daily

schedules to optimize flow and resource use; coordinates with

clinicians to support efficient operations.

Discharge & Financial Support

Supports discharge

processes, communicates with Financial Counsel, processes prior

authorizations and referrals, and reconciles patient payments and

deposits.

Administrative Support

Manages calendars, schedules meetings / events, handles

communications and documentation, processes forms, manages records

and mail, and coordinates services with other departments.

Patient Flow & Communication

Participates in handoffs and huddles; routes calls, messages, and

emergencies; ensures smooth patient and visitor flow throughout the

department.

Training & Staff Support

Trains, orients, and cross-trains staff; keeps staff

informed on systems, procedures, and policy updates; assists in

resolving issues and serves as a resource for billing, operations,

and payer requirements.

Technology Use

Proficient in office and clinical systems (e.g.,

Microsoft Office, phone / email, EMR, billing / scheduling

applications); enrolls patients in online portals.

Process Improvement

Participates

in departmental initiatives, recommends process changes, and

supports implementation of system and workflow improvements.

Minimum Qualifications

Education : High

School Diploma or GED required

Experience :

Minimum of 1 year as a PER or

related healthcare experience.

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)

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.

The posted pay range is

Boston Children’s reasonable and good-faith expectation for this

pay at the time of posting.

Any base pay offer

provided depends on skills, experience, education, certifications,

and a variety of other job-related factors. Base pay is one part of

a comprehensive benefits package that includes 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.