Patient Experience Representative I-Ambulatory (Waltham-onsite)

Requisition Number

82377BR

Department

OSW-Waltham

Job Posting Description

Position Summary/ Department Summary:

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. Provides positive and effective customer service that supports departmental and hospital operations.

Location and Schedule:

100% onsite at Waltham location.

Monday to Friday, 40 hours per week, 7:30AM-5:15PM Range

Key Responsibilities:

Provides positive and effective customer service to patients, families, and visitors, responding to routine inquiries and involving supervisors for complex issues

Greets, screens, directs, and registers patients; enrolls patients and caregivers in the patient portal

Collaborates with referring providers and practices to manage complex patient issues; may rotate in call centers

Schedules patient encounters and procedures under supervision; monitors daily schedules and coordinates flow to optimize patient experience

Prepares for and attends shift handoffs and team huddles

Assists patients, and ensures routine forms are ready for appointments

Collects and processes patient demographics, insurance/payment, referral info, and clinical documentation; obtains authorizations and verifications

Collects co-payments, reconciles deposits, and provides accurate records in hospital systems

Answers, screens, and routes calls; triages urgent calls and initiates emergency services when required

Supports logistics for departmental programs and presentations

Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records

Processes letters, and external requests

Uses office and hospital systems (e.g., Epic EHR, Microsoft Office, scheduling, billing applications) efficiently

Participates in process improvement initiatives and supports internal changes to systems and procedures

Minimum Qualifications

Education:

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. Language skills:

Bilingual: English and Spanish or Portuguese strongly preferred.

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)

BCH offers competitive compensation and unmatched benefits including 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.

Status

Full-Time

Regular, Temporary, Per Diem

Regular

Standard Hours per Week

40

Job Posting Category

Administration

Remote Eligibility

Onsite Only