Sr. Patient Experience Representative / PER - Waltham (onsite)

Sr. Patient Experience Representative / PER - Waltham (onsite) 84375BR Otolaryngology and Communication Enhancement testing Apply Save Share [addthis tool="addthis_inline_share_toolbox_kuh2"]

Status: Full-Time Standard Hours per Week: 40 Job Category: Administration, Regular, Temporary, Per Diem Regular Pay Range: $19.83-$29.49 Hourly Office/Site Location: Waltham Remote Eligibility: Onsite Only

Job Posting Description At Boston Childrens Hospital, the quality of our care - and our inclusive hospital working environment - lies in the diversity of our people. With patients from local communities and 160 countries around the world, were committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.

This position is onsite at Waltham.

Position Summary The Department of Otolaryngology and Communication Enhancement at Boston Childrens Hospital is dedicated to providing comprehensive care for ear, nose, and throat (ENT) disorders including communication differences with hearing, balance, speech production, language processing, voice quality, feeding, swallowing, and more. We are seeking proactive, driven, positive, and empathetic professionals to join our administrative team. Candidates will be evaluated and placed at Level 1 or Level 2 based on experience, competencies, and alignment with career ladder criteria.

Level 1 - Patient Experience Representative

• Experience: 6 months of experience and high school diploma or GED required.
• Salary Range: $19.06/hr - $27.64/hr
• Typical Responsibilities:
• Provides excellent customer service; addresses routine inquiries and escalates complex issues
• Greets, registers, and directs patients; enrolls patients in the portal
• Schedules appointments/procedures and coordinates clinic flow
• Collaborates with referring providers to manage patient needs
• Collects patient information, vitals, and documentation; obtains authorizations/insurance verification
• Prepares exam rooms and supports patient readiness for visits
• Collects co-pays, reconciles deposits, and maintains accurate records
• Manages calls, including triaging urgent situations and initiating emergency response when needed
• Maintains calendars, schedules meetings/events, and supports departmental logistics
• Provides general administrative support and processes forms, refills, and external requests
• Utilizes hospital systems (EMR, scheduling, billing, Microsoft Office) efficiently
• Participates in team huddles and supports process improvement initiatives

Level 2 - Sr. PER

• Experience: One year of experience, and high school diploma or GED required.
• Salary Range: $19.83/hr - $29.49/hr
• Typical Responsibilities:
• Patient Encounter Management: Delivers excellent customer service to support unit operations. Coordinates with referring providers and obtains authorizations. Schedules patients and supports patient encounters.
• Check-In / Check-Out: Greets and directs patients, families, and visitors. Manages daily schedule and clinic flow with staff. Reconciles payments, prepares deposits, and documents transactions. Coordinates with Financial Counseling.
• Administrative Support: Manages calendars for physicians/supervisors. Schedules meetings, programs, and events.
• Process Improvement: Contributes to departmental initiatives and process improvements. Supports implementation of system and workflow changes.
• Patient Experience Coordination: Monitors clinic activity to enhance patient experience. Resolves scheduling and customer service issues and handles escalated patient concerns.
• Training & Support: Assists with staff training on systems, processes, and terminology. Supports team in resolving operational issues. Serves as a resource on procedures, billing, and payer requirements.
• Individual Contribution: Provides subject matter expertise and trains staff on departmental procedures.

Sign-On Bonus This role is eligible for a $2,000 sign-on bonus (Note: Internal candidates and former BCH employees who have worked at the hospital within the past 2 are not eligible)

The posted pay range is Boston Childrens 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.

Boston Childrens Hospital is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, pregnancy, national origin, ancestry, ethnicity, age, disability, military or veteran status or any other classification protected by law in hiring, promotion, compensation and other terms and conditions of employment.

Boston Childrens Hospital collects and maintains information regarding gender, race, and ethnicity for equal opportunity compliance purposes. Boston Childrens Hospital also is subject to various government recordkeeping and reporting requirements for the administration of civil rights laws and regulations.

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