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Senior Patient Experience Representative (Radiology)

Boston Children's Hospital

Location : Wayland, MA, 01778

Job Type : Other

Date Posted : 5 June 2025

Job Category : First-Line Supervisors of Office and Administrative Support Workers

Industry : Health Care

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Position Summary/ Department Summary: Radiology Senior Patient Experience Representative
Monday 7:00am-5:30pm, Wednesday-Thursday, 7:00am-6:00pm (31 hours)
Key Responsibilities:

1.	Customer Service- Demonstrates positive and effective customer service that supports departmental and hospital operations. Interacts and provides positive and effective customer service to patients and families. Responds to routine inquiries about hospital protocol, policies, and procedures. Resolves complex issues. Greets, screens, and directs patients, families, and visitors. Registers new patients. Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues. May be required to rotate in departments with call centers.
2.	Patient Registration/Admissions/Discharge- May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR. Monitors clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues. Responds to patients’ concerns and needs, offering the best possible encounter options and resolution to other patient concerns in accordance with our best practices and procedures. Responds to situations requiring escalated service response. May prepare rooms for examinations and provides assistance to patients according to established procedures and instructions. Cleans and sets up room for examination and prepares routine forms required for appointment. Serves as a resource on departmental policies and procedures and provides assistance in resolving administrative problems and issues. Verifies, records, and processes patient demographics, insurance/payment, and referral information for patient appointments. Collects all necessary clinical documentation and information. May transcribe code and patient treatment information into billing system. Collects, compiles, and forwards related documentation for reimbursement and/or referral coordinated through the appropriate insurance provider and payer(s). Obtains and records required authorizations on electronic or manual scheduling systems to compile and distribute patient and staff schedules. Documents all Prior Authorizations and/or referrals in appropriate system. May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions in the Hospital systems. Facilitates and directs communication with Financial Counsel.
3.	Scheduling- Schedules patient encounters and procedures to coordinate within and across providers, departments, and institutions. Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. Communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.
4.	Patient Flow Coordination- Prepares for and attends shift handoffs and team huddles.

Education: High-school or GED diploma
Experience: Minimum of 1 year as a PER or related healthcare experience.
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.

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