Patient Experience Navigator, Cardiac ICU (Per Diem)

Boston Children’s Hospital; Boston (MA); Hybrid; USD 45,000 - 66,000; Full time

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support the Cardiac ICU unit. You will help patients, families, visitors and staff with customer service, admissions/discharge support, patient flow, phone coverage, and general administrative duties.

The role emphasizes empathy, clear communication, and a collaborative approach to ensure a positive patient experience. Per diem weekend shifts (3pm–11:30pm) are part of the schedule in this unit.

Qualifications

• Basic computer skills required.
• Strong customer service and communication skills.
• Ability to communicate clearly and show empathy in difficult situations.
• Ability to work with diverse patients, families, visitors, and coworkers.
• Strong attention to detail and accuracy.
• Good interpersonal, collaboration, and organizational skills.

Responsibilities

• Provide positive 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 on needs.
• Assist with admissions, registrations, and discharge paperwork.
• Support patient flow and shift handoffs.
• Answer, screen, and route calls; triage urgent calls.
• Open and distribute mail and patient records; process routine documents.
• Coordinate with departments to support clinical and administrative services.
• Use scheduling, billing, and clinical applications.

Skills

Customer service

Communication

Empathy

Attention to detail

Interpersonal skills

Organizational skills

Education

High School Diploma or GED

Tools

Basic computer skills

Job description

Boston Children’s Hospital is seeking a Patient Experience Representative to support the Cardiac ICU unit. You will help patients, families, visitors and staff with customer service, admissions/discharge support, patient flow, phone coverage, and general administrative duties.

The role emphasizes empathy, clear communication, and a collaborative approach to ensure a positive patient experience. Per diem weekend shifts (3pm–11:30pm) are part of the schedule in this unit.