Job Description

Status

Full-Time

Standard Hours per Week

40

Job Posting Category

Administration

Job Posting Description

This position is onsite in Waltham.
Schedule is Monday - Friday; some Saturday coverage as needed

Key Responsibilities for the Sr. Patient Experience Representative:

• Demonstrates effective and empathetic customer service that supports departmental and hospital operations. Responds to patient needs and escalated concerns, ensuring a high-quality experience and timely resolution.
• Greets, screens, and directs patients, families, and visitors; monitors clinic flow to optimize the patient experience.
• Registers new patients and verifies demographic, insurance, and referral information.
• Obtains authorizations and referrals, enters billing and treatment codes, reconciles payments, and prepares deposits.
• Schedules patient appointments and procedures across providers and departments.
• May rotate into call center roles; communicate with referring providers and practices to facilitate patient management.
• Trains, orients, and cross-trains staff on departmental systems, policies, and procedures.
• Enrolls patients and caregivers in the patient portal and ensure staff is informed of customer service and IT system updates.
• Participates in and contributes to departmental initiatives, recommending and implementing process improvements.

Minimum Qualifications
Education:

• High School Diploma or GED required

Experience:

• Minimum 1 year of administrative, front desk or related healthcare experience required.

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)

Office/Site Location

Waltham

Regular, Temporary, Per Diem

Regular

Remote Eligibility

Onsite Only

Pay Range

$19.83-$29.49 Hourly