Senior Patient Experience Representative (m / w / d)

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.

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.

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.

Supports discharge processes, communicates with Financial Counsel, processes prior authorizations and referrals, and reconciles patient payments and deposits.

Manages calendars, schedules meetings / events, handles communications and documentation, processes forms, manages records and mail, and coordinates services with other departments.

Participates in handoffs and huddles; routes calls, messages, and emergencies; ensures smooth patient and visitor flow throughout the department.

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.

Proficient in office and clinical systems (e.g., Microsoft Office, phone / email, EMR, billing / scheduling applications); enrolls patients in online portals.

Participates in departmental initiatives, recommends process changes, and supports implementation of system and workflow improvements.

Minimum Qualifications

Education :

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.