Patient Experience Representative II- Neurology

Cambridge, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $19.06 - $27.64

Work Schedule

Standard Hours

Benefits

sign on bonus

Health Insurance

Paid Time Off

hybrid work schedule

Professional development opportunities

Retirement Plan

Employee assistance program

Job Description

This job opportunity is with a renowned healthcare organization committed to providing exemplary clinical services and patient support. Recognized for its dedication to patient-centered care and operational excellence, the organization integrates cutting-edge technology and continuous improvement methodologies to enhance patient experiences and streamline administrative processes. Operating within a dynamic healthcare environment, the company supports a wide range of clinical service areas, ensuring coordinated care and effective communication between patients, families, and healthcare providers.

The position being offered is that of a Clinical Service Administrative Support professional. This role is essential in ensuring an efficient and positive patient journey from registration through discharge and follow-up. With general supervision, the individual in this role will support the administrative operations of clinical services, working diligently to facilitate the best possible patient experience. Core responsibilities include coordinating patients and family services, managing appointment scheduling, patient registration, admissions, and discharge processes, and providing clerical and technological support. This role is also instrumental in maintaining departmental efficiency by identifying and recommending process improvements.

In addition to administrative duties, the position demands active participation in departmental and organizational initiatives aimed at process enhancement and patient care quality. The administrative support professional becomes a bridge between patients and multiple healthcare services by delivering outstanding customer service, managing scheduling and billing tasks, and supporting training and team coordination.

The work schedule is a traditional Monday through Friday lineup from 8:30 a.m. to 5 p.m., with the added benefit of hybrid working arrangements after an initial six months. The role is eligible for a $2,000 sign-on bonus, emphasizing the employer’s recognition of the value brought by new hires who are not internal candidates or former employees. This position offers an excellent pathway for individuals interested in healthcare administration and clinical support services to grow their career within a reputable and patient-focused institution. The combination of routine operational tasks, problem-solving opportunities, and collaborative engagements makes this an attractive role for professionals eager to make a measurable impact in healthcare delivery.

Job Requirements

High school diploma or GED
Minimum 6 months as a Patient Experience Representative or minimum 6 months relevant healthcare experience
Conveys a positive, professional demeanor when interacting with patients, families, and coworkers
Strong verbal and written communication skills with the ability to demonstrate empathy in sensitive situations
Ability to work effectively with diverse internal and external stakeholders
Strong attention to detail and accuracy
Excellent interpersonal, collaboration, and teamwork skills
Highly organized with the ability to prioritize multiple tasks and responsibilities

Job Qualifications

High school diploma or GED
Minimum 6 months as a Patient Experience Representative or minimum 6 months relevant healthcare experience
Strong verbal and written communication skills
Ability to demonstrate empathy in sensitive situations
Ability to work effectively with diverse stakeholders
Strong attention to detail and accuracy
Excellent interpersonal, collaboration, and teamwork skills
Highly organized with the ability to prioritize multiple tasks and responsibilities
Conveys a positive, professional demeanor when interacting with patients, families, and coworkers

Job Duties

Provides positive and 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
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
Schedules appointments and procedures across providers and departments
Monitors and adjusts daily schedule to optimize flow
communicates with clinicians and supervisors as needed
Participates in shift handoffs and team huddles to support coordinated care
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
Participates in and supports staff training on systems, workflows, and customer-service practices
Trains and cross-trains staff
serves as resource for operations, billing/payer requirements, and problem resolution
Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications
Enrolls patients and caregivers in the patient portal
Contributes to departmental and organizational improvement initiatives
Recommends and helps implement updates to systems and procedures