Patient Experience Representative I

82692BRJob Posting Title:Patient Experience Representative I - Ophthalmology (Waltham)Department:OphthalmologyAutoReqId:82692BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description:This position is 100% onsite at the Waltham location.

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

• Provides general clerical support, including organizing documents, processing mail, photocopying, and handling records

• Processes prescription refills, letters, and external requests

• Uses office and hospital systems (e.g., Microsoft Office, scheduling, billing applications) efficiently

• 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)

#LIonsite Office/Site Location:WalthamRegular, Temporary, Per Diem:Regular Remote Eligibility :Onsite Only Pay Range:$19.06-$27.64 Hourly