Patient Experience Representative I - Waltham (part ...

Please note that this role is onsite in Waltham, MA (free parking).Infusion and day treatment Waltham4:00 pm - 8:00 pmPosition Summary:The Patient Experience Representative I 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.Key Responsibilities: Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issuesGreets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portalCollaborates with referring providers and practices to manage complex patient issuesSchedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experiencePrepares for and attends shift handoffs and team huddlesCollects and processes patient demographics, insuranceCollects co-payments, reconciles deposits, and provides accurate records in hospital systemsCommunicates with other departments for clinical and administrative servicesAnswers, screens, and routes calls; triages urgent calls and initiates emergency services when requiredParticipates in process improvement initiatives and supports internal changes to systems and proceduresMinimum QualificationsEducation:High School Diploma/ GEDExperience:No healthcare experience required - Basic customer service and computer skills. Makes use of customer service knowledge to assist patients and families in resolving problems. Conveys a positive 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. Ability to work with diverse internal and external constituencies. Demonstrates the ability to pay attention to detail and accuracy. PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions, prorated for part-time positions(not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months) 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.

Created: 2026-03-19