Admin Patient Experience Representative, ORL

About the Role

The Patient Experience Representative supports the Department of Otolaryngology (ORL) by providing exceptional patient access, scheduling, and administrative support for pediatric and adult patients. This role serves as a key liaison between patients, families, providers, and referring practices, coordinating appointments, managing patient information, and ensuring efficient clinic operations while delivering a high level of customer service and supporting quality patient care.

Candidates will be evaluated and placed at Level 1, Level 2, or 3 based on experience, competencies, and alignment with career ladder criteria.

Level 1— PER I

• Experience: Entry Level Role – Experience Not Required
• Salary Range: $19.00/hr - $27.64/hr
• Schedule and coordinate patient appointments for pediatric (and occasional adult) patients while maintaining accurate demographic, insurance, and referral information.
• Deliver exceptional customer service by responding to routine patient, family, and provider inquiries and supporting daily clinic operations.
• Manage daily administrative tasks, including phone calls, messages, work queues, calendars, prescription refill requests, records management, and general clerical support.
• Participate in team huddles, shift handoffs, and other departmental activities to support efficient clinic operations.

Level 2— Sr PER

• Experience: 1+ Years of Experience
• Salary Range: $19.83/hr - $29.49/hr
• Coordinate complex scheduling across providers, departments, and external practices to optimize patient access and continuity of care.
• Resolve escalated scheduling, registration, referral, and customer service issues while collaborating with clinical teams and referring providers.
• Verify authorizations and referrals, support billing and reimbursement processes, reconcile patient payments as applicable, and serve as a resource for payer-related questions.
• Coordinate clinical and administrative workflows, monitor patient flow, and support operational efficiency through proficient use of Epic, scheduling, billing, and Microsoft Office systems.

Level 3— Lead PER

• Experience: 2+ Years of Experience
• Salary Range: $21.47 - $33.55/hr
• Serve as a departmental resource for operational policies, scheduling, billing, and administrative processes, independently resolving complex issues.
• Lead coordination of complex patient care activities involving multiple specialties, providers, and external organizations to ensure seamless patient experiences.
• Participate in process improvement initiatives, system enhancements, and workflow optimization to improve operational performance and patient access.

Schedule: M-F. 4 days onsite, 1 day from home after training period.

Additional Details

• This role is eligible for a $2,000 sign-on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).
• 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, employee discounts and discounted commuter benefits at certain locations.