Patient Representative - General Surgery

Position Summary

Works under close supervision to provide support to the administrative operations of a clinical service within a busy multidisciplinary program. Supports the best possible patient experience by effectively coordinating services for patients and families from a wide geographic catchment area. Demonstrates interest in, and ability to, support departmental and organizational initiatives & projects with a focus on continuous process improvement. The CAIR program is an outpatient multidisciplinary program that provides coordinated surgical, gastrointestinal, nutritional, and other care for a medically complex pediatric patient population.

Administrative support within the CAIR program includes patient/family phone triage, patient check in and administrative care coordination. Administrative staff will be part of a dynamic, busy, and stimulating team of healthcare providers caring for patients with a chronic and complex condition.

• Provides positive, effective customer service to patients, families, visitors, and referring providers.
• Greets, screens, directs, and responds to routine inquiries on hospital protocols.
• Addresses escalated or complex issues and collaborates to resolve patient concerns.

• Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
• Monitors clinic flow and supports optimal patient experience.
• Assists with routine clinical support tasks.
• Supports billing processes: collecting copays, reconciling payments, and preparing deposits.
• Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.
• Completes EMR questionnaires as needed.

• Schedules appointments and procedures across departments.
• Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.
• Collaborates with families and providers to coordinate care for patients traveling locally and nationally.

• Participates in shift handoffs and team huddles to support coordinated care.

• Manages calendars, schedules meetings/events, and supports department programs.
• Prepares documents, presentations, requisitions, and standard forms.
• Triages calls, routes urgent requests, and initiates emergency services when required.
• Provides routine clerical support (mail, copying, distributing materials, organizing medical records, faxing, ordering supplies).
• Processes letters, external requests, and prescription refills.

• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
• Enrolls patients and caregivers in the patient portal.

• Contributes to departmental and organizational improvement initiatives.
• Recommends and helps implement updates to systems and procedures.

• High School Diploma / GED

• A common knowledge or an understanding of basic computer skills and concepts.
• 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.
• Interpersonal skills, collaboration, and communication.

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.