Patient Experience Representative (Per diem) Emergency Department

Boston Children's Hospital; Boston (MA); On-site; USD 30,000 - 39,000; Part time

Benefits offered by this job

Flexible schedules

Health insurance

Vision and Dental insurance

Tuition reimbursement

Student loan subsidies

Retirement plan (403(b)

Time off and leaves

Cell phone plan discounts

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative (Per diem) in the Emergency Department. The role requires participating in a six-week, full-time training period with day, evening, and weekend shifts, followed by per diem shifts with full flexibility during training.

The position emphasizes excellent customer service, coordination of patient encounters, and effective communication with clinicians and departments to maintain smooth patient flow.

Qualifications

• Excellent customer service and communication skills.
• Strong attention to detail and ability to learn new software quickly.
• Ability to work across multiple systems and coordinate with departments.

Responsibilities

• Provide positive and effective customer service supporting hospital operations.
• Schedule patient encounters and procedures across providers and departments.
• Answer, screen and route calls; triage urgent information or services.
• Coordinate with referring providers to manage complex patient issues.
• Greet and direct patients, families and visitors; monitor daily schedule and patient flow.
• Liaise with Engineering and other departments to resolve equipment and safety issues.
• Collect and organize medical records and required documentation for admissions.

Skills

Customer service

Attention to detail

Computing skills

Multi-system proficiency

Clear communication

Education

High-school diploma

Bachelor's degree preferred

Job description

Required (please read): There is a 6 week/40 hours a week training commitment that is required which can include day and evening shifts during the work week as well as weekend training day & evening shifts. After the training is over then you will go into your per diem shift. Full flexibility is needed during this training period.

Position Summary/ Department Summary: Patient Experience Representative (Per diem). Emergency Department.

Key Responsibilities

• Providing positive and effective customer service that supports departmental and hospital administrative operations.
• Scheduling patient encounters and procedures to coordinate within and across providers, departments, and institutions.
• Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or services. Responding to requests for routine information or assisting within scope of knowledge and authority. Initiating calls for emergency services as required.
• Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
• Greeting and directing patients, families and visitors.
• Monitoring daily schedule and patient flow to optimize resource utilization and patient experience.
• Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Serving as a liaison with Engineering, ESD, Biomedical Engineering, and Materials Management to resolve equipment, supply, cleaning and safety issues; Following through on identified problems.
• Collecting and organizing medical records, information, materials and supplies required for admissions or encounters. Preparing requisitions and other standard forms as requested by clinician or supervisor.
• Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters. Collecting all necessary clinical documentation and information.
• Collecting, compiling and forwarding related documentation for reimbursement.

Minimum Qualifications Education: High-school or GED diploma. Bachelor's degree preferred.

Experience

• Superb customer service, keen attention to detail, strong computing skills with ability to learn new software quickly and ability to work in multiple systems simultaneously. A minimum of five shifts in a six-week period are required and must include some weekend shifts. Holiday shifts are required. Training requires approximately 6-8 weeks equivalent of full time shifts.
• Ability to work independently and as part of a team.
• Preferred experience such as customer service, administrative, or experience in a health care setting.
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.

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.