Patient Experience Representative I- CAIR Program

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 within a busy multidisciplinary program. Supports the best possible patient experience by effectively coordinating services for patients and families from a wide geographic catchment area. Demonstrates interest in, and ability to, support departmental and organizational initiatives & projects with a focus on continuous process improvement. The CAIR program is an outpatient multidisciplinary program that provides coordinated surgical, gastrointestinal, nutritional, and other care for a medically complex pediatric patient population. Administrative support within the CAIR program includes patient/family phone triage, patient check in and administrative care coordination. Administrative staff will be part of a dynamic, busy, and stimulating team of healthcare providers caring for patients with a chronic and complex condition.

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.

Patient Registration / Admissions / Discharge

• Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
• Monitors clinic flow and supports optimal patient experience.
• Assists with routine clinical support tasks.
• Supports billing processes: collecting copays, reconciling payments, and preparing deposits.
• Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.
• Completes EMR questionnaires as needed.

Scheduling

• Schedules appointments and procedures across departments.
• Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.
• Collaborates with families and providers to coordinate care for patients traveling locally and nationally.

Patient Flow Coordination

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

Administration

• Manages calendars, schedules meetings/events, and supports 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, faxing, ordering supplies).
• 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: M-F, 830a-5p, 100% onsite

Office/Site Location

Boston

Regular, Temporary, Per Diem

Regular

Remote Eligibility

Onsite Only

Pay Range

$19.06-$27.64 Hourly