Patient Experience Representative- 7-3:30pm every other weekend

Boston Children's Hospital; Boston (MA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible schedules

Affordable health insurance

Vision and dental insurance

Pension

Time off and 403(b) Retirement Savings

Tuition and licensing reimbursement

Cell phone plan discounts

Discounted T-passes

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support a complex surgery unit. The role focuses on creating a positive patient experience through customer service, admissions/discharge support, patient flow, and administrative duties.

You will greet and direct patients, handle large volumes of calls, and assist with documentation, forms, and transfer/discharge processes. Strong communication and empathy are essential.

Qualifications

• High School Diploma or GED required.
• No healthcare experience required. Basic customer service and computer skills required.
• Basic computer skills and strong customer service and communication skills are essential.

Responsibilities

• Provide patient-facing support and assist with admissions and discharge processes.
• Greet and direct patients, families, and visitors; respond to routine questions about hospital policies.
• Handle a high volume of calls and manage information flow between departments.
• Coordinate with departments to support clinical and administrative services.

Skills

Customer service

Communication skills

Empathy

Attention to detail

Interpersonal skills

Education

High School Diploma or GED

Tools

Microsoft Office

Phone systems

Email

Scheduling applications

Billing applications

Job description

Position summary

As a Patient Experience Representative within complex surgery unit, you will provide administrative and patient-facing support, with a focus on creating a positive patient experience. You will work under close supervision to support patients, families, visitors, and hospital staff through customer service, admissions/discharge support, patient flow, phone coverage, and general administrative duties.

Customer Service

• 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 guidance and follow up to make sure needs are addressed.

Patient Registration/Admissions/Discharge

• Provide patients with required forms and obtain appropriate signatures and documentation.
• Generate patient labels and identification bracelets.
• Prepare admission documentation and support a timely admission process.
• Notify the Charge Nurse when patients arrive.
• Process patient transfer and discharge paperwork.
• Update information boards.
• Request ambulance transportation when needed.
• Review discharge paperwork for accuracy and completeness.

Patient Flow Coordination

• Participate in shift handoffs and team huddles.
• Help support smooth communication and patient flow across the unit.

Administration

• Answer, screen, and route telephone calls and triage urgent calls when needed.
• Record and forward messages.
• Open and distribute mail and patient records and handle routine document processing.
• Activate overhead announcements, including Admissions, Code Blues, and Staff Assists.
• Complete MedReq uploads for providers.
• Initiate safety and security requests.
• Help resolve equipment and service issues with departments such as Help Desk, Distribution, and Food Services.
• Order supplies and maintain inventory.
• Process and track Engineering requests.
• Place patients in Protected Identity when required.
• Request Environmental Services cleaning.
• Prepare requisitions and standard forms.
• Coordinate with other departments to support clinical and administrative services.

Technology

• Use phone systems, email, Microsoft Office, and clinical, scheduling, and billing applications.
• Work across multiple systems and visit types as required.

Process Improvement

• Participate in departmental and organizational initiatives and process improvement projects.
• Assist with implementing changes to internal systems and procedures.

Minimum qualifications

• Basic computer skills.
• Strong customer service and communication skills.
• Ability to communicate clearly and demonstrate 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.

Education

High School Diploma or GED required.

Experience

No healthcare experience required. Basic customer service and computer skills required.

Schedule

7-3:30pm every other Sat/Sun + every other weakened

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, cell phone plan discounts and discounted rates on T-passes.

Benefits

• 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
• cell phone plan discounts
• discounted rates on T-passes

Experience the benefits of passion and teamwork.