Admin Patient Experience Representative- ORL

Admin Patient Experience Representative- ORL | Boston Childrens Hospital

Position Summary:

The Patient Experience Representative supports the Department of Otolaryngology (ORL) by providing exceptional patient access, scheduling, and administrative support for pediatric and adult patients. This role serves as a key liaison between patients, families, providers, and referring practices, coordinating appointments, managing patient information, and ensuring efficient clinic operations while delivering a high level of customer service and supporting quality patient care.

Candidates will be evaluated and placed at Level 1, Level 2 or Level 3 based on experience, competencies, and alignment with career ladder criteria.

Level 1— PER I

Experience:

Entry Level Role – Experience Not Required Salary Range: $19./hr- $27.64/hr

• Schedule and coordinate patient appointments for pediatric (and occasional adult) patients while maintaining accurate demographic, insurance, and referral information.
• Deliver exceptional customer service by responding to routine patient, family, and provider inquiries and supporting daily clinic operations.
• Manage daily administrative tasks, including phone calls, messages, work queues, calendars, prescription refill requests, records management, and general clerical support.
• Participate in team huddles, shift handoffs, and other departmental activities to support efficient clinic operations.

Level 2— Sr PER

Experience:

1+ Years of Experience Salary Range: $19.83/hr-$29.49/hr

• Coordinate complex scheduling across providers, departments, and external practices to optimize patient access and continuity of care.
• Resolve escalated scheduling, registration, referral, and customer service issues while collaborating with clinical teams and referring providers.
• Verify authorizations and referrals, support billing and reimbursement processes, reconcile patient payments as applicable, and serve as a resource for payer-related questions.
• Coordinate clinical and administrative workflows, monitor patient flow, and support operational efficiency through proficient use of Epic, scheduling, billing, and Microsoft Office systems.

Level 3— Lead PER

Experience:

2+ Years of Experience Salary Range: $21.47-$33.55

• Serve as a departmental resource for operational policies, scheduling, billing, and administrative processes, independently resolving complex issues.
• Lead coordination of complex patient care activities involving multiple specialties, providers, and external organizations to ensure seamless patient experiences.
• Participate in process improvement initiatives, system enhancements, and workflow optimization to improve operational performance and patient access.

Schedule:

M-F. 4 days onsite, 1 day from home after training period. 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 2 years).