Patient Experience Representative I- Neurosurgery

Status

Full-Time

Standard Hours per Week

40

Job Posting Category

Administration

Job Posting Description

Position Summary
Works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Demonstrates interest in and ability to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations.

Key responsibilities
           

Customer Service

• Provides positive, effective customer service to patients, families, visitors, and referring providers.
• Greets, screens, directs, and responds to routine inquiries on hospital protocols.
• Addresses escalated or complex issues and collaborates to resolve patient concerns.
• May rotate through call center functions.

Patient Registration / Admissions / Discharge

• Collects basic vitals (H/W/T) and completes EMR questionnaires as needed.
• Monitors clinic flow and supports optimal patient experience.
• Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
• Assists with room preparation and routine clinical support tasks.
• Supports billing processes: coding entry, collecting copays, reconciling payments, and preparing deposits.
• Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.

Scheduling

• Schedules appointments and procedures across providers and departments.
• Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.

Patient Flow Coordination

• Participates in shift handoffs and team huddles to support coordinated care.

Administration

• Manages calendars, schedules meetings/events, and supports conferences and department programs.
• Prepares documents, presentations, requisitions, and standard forms.
• Triages calls, routes urgent requests, and initiates emergency services when required.
• Provides routine clerical support (mail, copying, distributing materials, organizing medical records).
• Processes letters, external requests, and prescription refills.

Technology

• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
• Enrolls patients and caregivers in the patient portal.

Process Improvement

• Contributes to departmental and organizational improvement initiatives.
• Recommends and helps implement updates to systems and procedures.

Minimum qualifications

Education:

• High School Diploma / GED

Experience:    

• A common knowledge or an understanding of basic computer skills and concepts.       
• Makes use of customer service knowledge to assist patients and families in resolving problems.    
• Conveys a positive demeanor when interacting with patients, families, and coworkers.       
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.     
• Ability to work with diverse internal and external constituencies. 
• Demonstrates the ability to pay attention to detail and accuracy. 
• Interpersonal skills, collaboration, and communication.

Schedule: Monday - Friday , Hybrid- 4 days onsite 

Office/Site Location

Boston

Regular, Temporary, Per Diem

Regular

Remote Eligibility

Part Remote/Hybrid

Pay Range

$19.06-$27.64 Annual