Patient Experience Representative II- Call Center

At Boston Children's Hospital, the quality of our care and our inclusive hospital working environment lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures while opening doors of opportunity for our team. Here, different talents, pursue common goals. Voices are heard and ideas are shared. Join us and discover how your unique contribution can change lives. Yours included.

Position summary
You will work under close supervision to provide support to the administrative operations of the Endocrinology unit and work to ensure the best possible patient experience in the Call Center by effectively coordinating services to patients and families. You will demonstrate interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services.

Key responsibilities of PER II

Customer Service

• Deliver excellent, compassionate service to patients, families, and staff.

• Help resolve complex issues, escalating when appropriate.

• Register new patients and maintain accurate records.

Patient Registration & Scheduling

• Verify and process demographic, insurance, and referral information.

• Obtain authorizations and insurance verifications as needed.

• Schedule patient appointments and procedures across departments.

• Monitor daily schedules to optimize provider time and patient flow.

Patient Flow Coordination

• Attend shift handoffs and huddles to stay aligned with care teams.

• Coordinate patient movement efficiently throughout the department.

Administrative Support

• Answer, screen, and route calls; take messages and handle inquiries.

• Manage calendars for providers/supervisors and schedule meetings/events.

• Collect and organize records, materials, and supplies for appointments.

• Prepare requisitions and standard forms as needed.

• Coordinate with other departments to ensure smooth operations.

Technology

• Use phone systems, email, Microsoft Office, and clinical scheduling/billing tools.

• Assist patients and caregivers with enrollment in the patient portal.

Process Improvement

• Participate in departmental projects and continuous improvement efforts.

Minimum qualifications
Education:

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

Experience:

• Minimum of 6 months relevant healthcare experience
• Strong knowledge and understanding of computer skills and concepts; proficient with Microsoft Office programs.
• Makes use of customer service knowledge to assist patients and families in resolving problems.
• Conveys a positive, professional demeanor when interacting with patients, families, and coworkers.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.

Schedule: 8:30-5pm M-F Hybrid after 3-4 months in person training
This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates).

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.