Patient Experience Representative- Full time: General Medicine

Boston Children’s Hospital; Boston, Northern (MA, KY); Hybrid; USD 42,000 - 48,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative in the General Medicine unit to provide administrative and patient-facing support, focusing on a positive patient experience. You will assist patients, families, visitors, and staff with customer service, admissions/discharge, patient flow, and general operations.

The role includes registration, documentation, scheduling, and coordinating with multiple departments to ensure accurate processes and timely care.

Qualifications

• 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.
• Basic computer 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 guidance and follow up to make sure needs are addressed.
• Provide patients with required forms and obtain signatures and documentation (registration/admission).
• Prepare admission documentation and support a timely admission process.
• Notify the Charge Nurse when patients arrive.
• Process patient transfer and discharge paperwork and update information boards.
• Coordinate with Help Desk, Distribution, and Food Services to resolve issues.

Skills

Customer service

Communication

Empathy

Attention to detail

Organization

Interpersonal skills

Teamwork

Education

High School Diploma or GED

Job description

Position summary

As a Patient Experience Representative within the General Medicine 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.

$2,000 sign on bonus. (not eligible for current employees)

Key responsibilities

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:

M-F 11a-7p

(rotation up to 7-3 depending on coverage needs)