Patient Experience Representative- Overnight every other Sat/Sun

Boston Children's Hospital; Boston (MA); On-site; USD 25,000 - 33,000; Part time

Job summary

Boston Children's Hospital is seeking a part-time Patient Experience Representative to support the Cardiac ICU with administrative and patient-facing duties, ensuring a positive experience for patients, families, visitors, and staff. The role encompasses admissions/discharge support, patient flow coordination, and a variety of front-desk tasks.

Flexibility to cover late shifts across weekends and holidays is required.

Qualifications

• High School Diploma or GED required.
• No healthcare experience required; basic customer service and computer skills required.
• 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.

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.
• Process admissions, registrations, and discharge paperwork; notify the Charge Nurse on patient arrivals.
• Coordinate patient flow and participate in shift handoffs and team huddles.
• Answer, screen, and route telephone calls and triage urgent calls as needed.
• Use scheduling, billing, and clinical applications; support multiple systems and visit types.
• Participate in process improvement initiatives and assist with system changes.

Skills

Customer service

Communication

Empathy

Attention to detail

Interpersonal skills

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Position summary

As a part time Patient Experience Representative within the Cardiac ICU , 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.

Schedule:
11pm-7:30am every other sat/sun + every other holiday

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:

11pm-7:30am every other sat/sun + every other holiday

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. Experience the benefits of passion and teamwork.