Admin Patient Experience Representative I- Outpatient Cardiology

Position Summary:

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. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

• Physician Support: Manage physician calendars, coordinate clinical, operative, meeting, and personal schedules.
• Patient Scheduling & Registration: Schedule/register patients for visits and procedures; update demographics, insurance, and referral information.
• Care Coordination: Act as primary liaison for patients and families; communicate plans of care and manage patient concerns and inquiries.
• Clinic Operations: Prepare charts, check in patients, verify insurance, and ensure referral authorizations and medical records are obtained and documented.
• Administrative Support: Provide administrative assistance to the Division Chief, cardiologists, and committees; manage correspondence, mail, and special projects.
• Customer Service: Deliver effective, compassionate service to patients, families, and visitors; resolve routine issues and escalate complex ones.
• Communication & Call Handling: Answer, screen, and route calls; triage urgent calls and initiate emergency services as needed.
• Documentation & Records Management: Collect and process patient and billing info; manage clinical documentation and transcription.
• System & Office Tasks: Use office/hospital systems efficiently; handle clerical duties including document organization, mail, and supplies.
• Prescription & Letter Processing: Manage refill requests, letters, and external documentation.
• Meeting & Program Support: Coordinate meetings, events, and logistics for departmental programs; attend shift handoffs and team huddles.
• Collaboration: Work with referring providers and call centers to manage complex patient needs.
• Process Improvement: Participate in internal initiatives to enhance systems, workflows, and procedures.
• Other Duties as Assigned

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.

Schedule: Monday- Friday, Hybrid

*PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions*

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare 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.