Senior Patient Experience Representative

Boston Children's Hospital

Location Boston, MA, 02112

Date Posted 24 April 2026

Job TypePart Time

Position Summary:
The Senior Patient Experience Representative will support front desk operations, ensuring a positive patient experience through scheduling, insurance verification, patient finance coordination, and customer service. This role manages clinic activity, resolves scheduling and service issues, handles calls and authorizations, and contributes to training and process improvement initiatives. Candidates should bring managed care experience, strong problem-solving skills, and the ability to multitask in a fast-paced environment; the position is primarily in-person with potential for hybrid flexibility.
Key Responsibilities

Customer Service
• Provides positive, effective customer service to patients, families, and referring providers.
• Responds to routine inquiries and resolves complex issues in alignment with hospital policies.
• Collaborates with providers and practices to manage complex patient needs.
Patient Registration/Admissions/Discharge
• Monitors clinic activity and addresses patient concerns to ensure a positive experience.
• Registers new patients, verifies demographics, insurance, and referral information.
• Collects and processes clinical documentation, prior authorizations, and referrals.
• Secures and reconciles patient co-payments, prepares deposits, and facilitates communication with Financial Counsel.
• Prepares examination rooms, assists patients, and ensures required forms and documentation are completed.
Scheduling
• Schedules patient encounters and procedures across providers, departments, and institutions.
• Monitors daily schedules, coordinates patient flow, and communicates with clinicians to optimize efficiency.
Patient Flow Coordination
• Participates in shift handoffs and team huddles to maintain coordinated patient care.
Administration
• Manages calendars, schedules meetings/events, and prepares related documents and logistics.
• Triages calls, messages, and emergency requests; provides general clerical support.
• Collects and organizes medical records, requisitions, and supplies for appointments or admissions.
• Coordinates with other departments for ancillary services and processes correspondence, mail, and prescription refills.
Training
• Trains and orients staff on systems, processes, terminology, and policy updates.
• Provides guidance on problem resolution, operations, billing, and payer requirements.
Technology
• Utilizes office technology, scheduling and billing systems, and Microsoft Office tools.
• Enrolls patients and caregivers in the patient portal.
Process Improvement
• Supports departmental and organizational initiatives for continuous improvement.
• Identifies opportunities for efficiency and assists with implementing system and process changes.

Minimum qualifications
Education:

A high school level of education, bachelor’s degree preferred

Experience:

1 year of relevant experience requires
Prior customer service or administrative experience preferred
The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
The ability to work with diverse internal and external constituencies

Schedule: Part-time 16 hours

The posted pay range is Boston Children’s 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.