Patient Experience Representative (Per diem) Emergency Department

Boston Children's Hospital; Boston (MA); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Flexible schedules

Health insurance

Dental insurance

Vision insurance

Paid time off

Retirement plan

Child care subsidies

Tuition assistance

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative (Per diem) for the Emergency Department. The schedule requires a six-week training period with daytime, evening, and weekend shifts, followed by per diem coverage.

You will support patient flow, schedule encounters, and triage calls to ensure efficient care and a positive patient experience. The role emphasizes excellent communication, empathy, and ability to work both independently and within a team.

Qualifications

• High-school diploma or GED required; Bachelor's degree preferred.
• Minimum five shifts in six weeks; weekend and holiday coverage required.
• Strong customer service, attention to detail, and ability to work independently or in a team.
• Excellent written and oral communication with empathy in challenging interactions.

Responsibilities

• Provide positive customer service supporting hospital operations.
• Schedule patient encounters and procedures across providers and departments.
• Answer and route calls; triage urgent requests and forward messages as needed.
• Collaborate with referring providers to manage complex patient issues.
• Greet and direct patients, families, and visitors.
• Monitor daily schedules to optimize patient flow and resource use.
• Coordinate with clinical and support staff to resolve issues affecting operations.
• Prepare requisitions and organize documents for admissions or encounters.
• Verify patient demographics and insurance information for encounters.
• Assist with documentation for reimbursement procedures.

Skills

Customer service

Attention to detail

Computing skills

Teamwork

Effective communication

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Multiple software systems

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

Requires a minimum of 5 shifts in a 6 week work schedule period, 1 of which must be a weekend shift and a minimum of 1 major holiday in the fall/winter plus a minimum of one major holiday in the spring/summer (2 holidays a year total).

• 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.