Patient Experience Representative I - Orthopedic Sports Med (Waltham)

Requisition Number

82926BR

Department

Orthopedics - Sports Medicine

Job Posting Description

This position is 100% onsite at the Waltham Location.

Example of the expected schedule below:

Monday / Wednesday: 10am – 6:30pm

Tuesday / Thursday / Friday: 8am – 4:30pm OR 8:30am – 5pm

Position 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 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

Collects patient vitals (e.g., height, weight, temperature) and completes questionnaires in EMR as needed

Prepares examination rooms, 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

Transcribes treatment and billing data; communicates with other departments for clinical and administrative services

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

Maintains calendars, schedules meetings/events, and supports logistics for departmental programs and presentations

Processes prescription refills, letters, and external requests

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.

PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)

Status

Full-Time

Regular, Temporary, Per Diem

Regular

Standard Hours per Week

40

Pay Range

$19.06-$27.64 Hourly

Job Posting Category

Administration

Remote Eligibility

Onsite Only