ICU Patient Experience Advocate (Evenings/Weekends)

Boston Children's Hospital; Boston (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative in the Cardiac ICU to provide administrative and patient-facing support, focusing on a positive patient experience. You will assist with admissions, discharge, patient flow, and general duties.

The role covers customer service, registration, communications, and collaboration with hospital staff, with per diem evening/weekend shifts. Strong empathy and communication are essential.

Qualifications

• Basic computer skills required to operate common hospital software.
• Strong customer service and communication abilities are essential.
• Ability to communicate clearly and show empathy in challenging situations.
• Ability to work with diverse patients, families, visitors, and colleagues.
• High attention to detail and accuracy in processing paperwork.
• Good interpersonal, collaborative, and organizational skills.

Responsibilities

• Provide positive and effective customer service to patients, families, visitors, and coworkers.
• Greet and direct patients, families, and visitors.
• Respond to routine questions about hospital policies and procedures.
• Manage a high volume of inbound and outbound calls.
• Provide accurate information, directions, and follow up to address needs.
• Handle admissions, discharge support, patient flow, and documentation.
• Prepare admission paperwork and support timely admissions.
• Notify Charge Nurse when patients arrive and coordinate transfers.
• Open and distribute mail and patient records; triage calls and messages.
• Use phone systems, email, Microsoft Office, scheduling and billing apps.

Skills

Basic computer skills

Customer service

Communication skills

Empathy

Attention to detail

Interpersonal skills

Education

High School Diploma or GED

Tools

MS Office

Job description

Boston Children's Hospital is seeking a Patient Experience Representative in the Cardiac ICU to provide administrative and patient-facing support, focusing on a positive patient experience. You will assist with admissions, discharge, patient flow, and general duties.

The role covers customer service, registration, communications, and collaboration with hospital staff, with per diem evening/weekend shifts. Strong empathy and communication are essential.