Sr. Patient Experience Representative - Ambulatory (Needham)

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.