Patient Experience Representative I - Ortho Sports Medicine (Waltham)

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

This position is 100% onsite at the Waltham location.

The expected schedule for this position is:
Monday / Wednesday – 10 am – 6:30 pm
Tuesday / Thursday / Friday – 8 am – 4:30 pm OR 8:30 am – 5 pm

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/ GED

Experience:

• 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.          

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)