Patient Experience Representative- Arabic Speaking Preferred

Boston Children’s Hospital

Boston, Northern (MA, KY)

Hybrid

USD 42,000 - 60,000

Full time

8 days ago

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Job summary

Boston Children's Hospital is seeking a PER II to support the Center for Families by coordinating administrative services and enhancing the patient experience. Under close supervision, you will manage patient admissions, registrations, and related documentation while ensuring smooth workflow and adherence to hospital policies.

You will handle high-volume calls, greet patients and visitors, enroll patients in the portal, and collaborate with Bereavement, Scheduling and Billing teams to improve

Qualifications

High School Diploma / GED required.
Internal: Minimum 6 months as a PER; External: 6 months healthcare experience.
Prior healthcare customer service or administrative experience preferred.
The ability to communicate effectively.

Responsibilities

Provides positive customer service to patients and families.
Handles patient registration, admissions, discharge forms, and chart updates.
Manages high-volume calls, screens and routes messages, and assists with records.
Participates in process improvements within the department.

Skills

Communication

Customer service

Administrative

Phone etiquette

Education

High School Diploma / GED

Tools

Microsoft Office

Scheduling systems

Phone systems

Billing applications

Job description

At Boston Children's Hospital, the quality of our care and our inclusive hospital working environment lies in the diversity of our people. With patients from local communities and 160 countries around the world, we’re committed to reflecting the spectrum of their cultures while opening doors of opportunity for our team. Here, different talents, pursue common goals. Voices are heard and ideas are shared. Join us and discover how your unique contribution can change lives. Yours included.

Position Summary

As a PER II You will work within our Center for Families unit. You will work under close supervision to provide support to the administrative operations of the clinical service and will work to ensure the best possible patient experience by effectively coordinating services to patients and families. You will demonstrate interest in and ability in departmental and organizational initiatives & projects with a focus on continuous process improvement.

Key responsibilities

Customer Service

Interacts and provides positive and effective customer service to patients and families.
Response to routine inquiries about hospital protocol, policies and procedures.
Greets and directs patients, families, and visitors.
Manage large amounts of inbound and outbound calls in a timely manner.

Patient Registration/Admissions/Discharge

Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Generates patient labels and identification bracelets.
Prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process.
Update information boards.
Requests ambulance pick up.
May be required to assist with End of life procedures with Bereavement Coordinator.
Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information.

Patient Flow Coordination

Prepares for and attends shift handoffs and team huddles.
Answer, screen and route telephone calls. Record and forward messages and triage call for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate call for emergency services as required.
Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
Activate overhead announcements (Admissions, Code Blues, Staff Assists).
Utilizes all office technology including phone systems, email, Microsoft office programs, clinical, scheduling, billing applications.
May assist to enroll patients and caregivers in patient portal.
May require proficiency in multiple systems/multiple visit types.

Process Improvement

Demonstrates interest and the ability to actively participate in, and contribute to, departmental initiatives & projects
Assists with implementing change with internal systems and procedure.

Minimum qualifications

Education