Lead Patient Representative - Needham; onsite

This position is onsite at the Needham location.

The Lead PER leads the administrative operations of a clinic and works to ensure the best possible patient experience by effectively leading and coordinating services to patients and families. Provides administrative support for a clinic and its providers. Performs various administrative functions requiring in-depth knowledge of programs and services.

• Provides positive, effective customer service to patients, families, and visitors.
• Resolves complex issues and responds to inquiries about hospital policies and procedures.
• Registers new patients and verifies demographics, insurance, and referral details.
• Schedules and confirms patient appointments, tests, and procedures.
• Obtains and documents prior authorizations and referrals.
• Collects co-pays, reconciles funds, and facilitates communication with financial counseling.
• Monitors clinic activity and coordinates daily flow with clinical teams.
• Participates in shift handoffs and team huddles to support patient flow.
• Prepares forms, organizes medical records, and maintains supplies for appointments.
• Provides clerical support including answering phones, taking messages, and scheduling meetings.
• Trains new staff and serves as a resource for policies, systems, and procedures.
• Delegates and oversees tasks for patient experience staff; provides performance feedback.
• Uses clinical, scheduling, and billing applications along with Microsoft Office tools.
• Participates in process improvement efforts to enhance department operations.

• High School Diploma / GED required.
• Bachelor’s degree preferred.

• Minimum 2 years of related healthcare experience required.
• Related computer application experience (i.e., Microsoft Application Suite, Adobe, Google Applications, etc.)
• Strong customer service experience.

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).