Patient Experience Rep I - Orthopedics Sports Med. (Waltham onsite)

Position Summary/ Department Summary:
The Orthopedic Center at BCH is one of the largest and most experienced pediatric orthopedic centers in the world. With a long history of excellence and innovation and a team of clinicians and researchers at the forefront of orthopedic research and care, it's no surprise that BCH is home to many firsts in orthopedic treatment. Each year, our staff attends to more than 100,000 patient visits and performs more than 6,000 surgical procedures. We are also the founders of the first pediatric sports medicine clinic in the nation and leaders in research-based sports injury prevention with 40,000 patient visits every year.

Shift Hours: Monday - Thursday 10:00am-6:30pm & Friday 8:00am-4:30pm
Position is 100% onsite at Waltham.

We seek a Patient Experience Representative who exemplifies the highest values of respect, inclusivity, teamwork, and kindness to provide patients, families, and each other with an experience equal to the care we deliver. We are looking for someone with strong customer service, highly organized, dependable, who is self-driven and motivated to improve the patient experience in the healthcare field and able to handle multiple priorities. We offer a supportive environment with potential for growth from within and plenty of learning opportunities!

Key Responsibilities:

• Demonstrates positive and effective customer service to patients, families, and visitors; greets, screens, and directs them appropriately.
• Responds to routine inquiries regarding hospital policies and procedures; involves supervisors for resolution of complex issues.
• Handles patient registration, admissions, and discharge processes; records and processes demographic, insurance, and referral information.
• Collects necessary clinical documentation and enters treatment and billing codes into appropriate systems.
• Obtains prior authorizations, referrals, and insurance verifications; compiles schedules and ensures documentation accuracy.
• Monitors daily schedules and patient flow to optimize resource utilization and patient experience. Coordinates with clinicians or supervisors as needed.
• Answers and routes calls; records and forwards messages; triages urgent requests.
• Attends team huddles and shift handoffs to support smooth departmental operations.
• Enrolls patients and caregivers in the patient portal.
• May maintain personal calendars for physicians or supervisors.
• Participates in departmental and organizational initiatives focused on continuous process improvement.
• Assists with implementing changes to internal systems and procedures.

Minimum Qualifications
Education:

• High School Diploma or GED required.

Experience/Knowledge/Skills/Abilities:

• Basic computer literacy and data entry skills.
• Strong customer service skills with the ability to resolve routine patient and family concerns.
• Clear, empathetic verbal and written communication skills.
• Ability to work collaboratively with a diverse patient population and team members.
• Strong attention to detail and accuracy in all tasks.
• Effective interpersonal skills and the ability to remain professional in sensitive situations.

BCH 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. Experience the benefits of passion and teamwork.

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