Sr Patient Experience Representative- Neurology
Company: Boston Children's Hospital
Location: Brookline
Posted on: June 28, 2025
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Job Description:
Position summary The Senior PER ensures an optimal patient
experience by monitoring clinic activity, resolving service and
scheduling issues, and managing daily schedules. They provide
high-level customer service, obtain necessary authorizations,
triage calls, support emergency communication, and assist with
training initiatives. They demonstrate strong problem-solving,
multitasking, and contribute to continuous process improvement
efforts. Key responsibilities 1. Customer Service Provides
effective service to patients, families, and visitors. Answers
questions on policies and procedures; resolves complex issues.
Greets, screens, registers, and directs patients. Coordinates with
providers on patient issues. May rotate in call center settings. 2.
Patient Registration/Admissions/Discharge Verifies and records
patient, insurance, and referral info. Collects co-pays, reconciles
payments, and prepares deposits. Gathers clinical data (e.g.,
height, weight, temperature); assists in room prep. Prepares
records, forms, and required documentation. Supports billing,
authorizations, and reimbursement processes. Serves as a resource
on policies and procedures. 3. Scheduling Schedules visits and
procedures across departments. Manages daily flow and communicates
with staff to maintain efficiency. 4. Patient Flow Coordination
Participates in shift handoffs and team huddles. 5. Administration
Manages calendars, meetings, and events. Provides clerical support
and triages calls. Organizes records, supplies, and forms for
visits. Coordinates with departments and processes mail, documents,
and prescriptions. 6. Training Trains and cross-trains staff on
systems and procedures. Shares updates and resolves workflow
issues. Acts as a resource on operations and billing. 7. Technology
Uses office systems and hospital applications. Enrolls patients in
portals. 8. Process Improvement Supports and implements process
improvement initiatives. Minimum qualifications Education: A high
school level of education. Experience: Minimum of 1 year as a PER
or related healthcare experience. Can perform the actions
associated with this skill without assistance. Is considered "a
person to ask" when difficult questions arise. Capable of coaching
others by translating complex nuances into easy-to-understand
terms. Able to successfully complete tasks as requested. Help from
an expert may be required from time to time can discuss the
application and implications of changes to processes, policies, and
procedures in patient experience. Understands needs and takes a
proactive approach to meeting their needs in an effective and
timely manner. Uses non-technical language skillfully to ensure
effective communication with customers from all levels of
understanding. Builds and maintains effective working
relationships. Ability to communicate effectively both orally and
in writing and provide empathy in difficult interpersonal
situations. Ability to work with diverse internal and external
constituencies. Schedule: M-F. Hybrid. There is a clinic day in
Waltham and in Brookline weekly. This role is eligible for a $2,000
sign on bonus (not eligible for internal candidates). Boston
Children’s Hospital offers competitive compensation and unmatched
benefits including 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.
Keywords: Boston Children's Hospital, Framingham , Sr Patient Experience Representative- Neurology, Healthcare , Brookline, Massachusetts
