Patient Experience Representative- per diem weekend evenings

Boston Children’s Hospital; Boston (MA); Hybrid; USD 45,000 - 66,000; Full time

Job summary

Boston Children’s Hospital is seeking a Patient Experience Representative to support the Cardiac ICU unit. You will help patients, families, visitors and staff with customer service, admissions/discharge support, patient flow, phone coverage, and general administrative duties.

The role emphasizes empathy, clear communication, and a collaborative approach to ensure a positive patient experience. Per diem weekend shifts (3pm–11:30pm) are part of the schedule in this unit.

Qualifications

• Basic computer skills required.
• Strong customer service and communication skills.
• Ability to communicate clearly and show 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 and procedures.
• Manage a high volume of inbound and outbound calls.
• Provide accurate information, directions, and follow up on needs.
• Assist with admissions, registrations, and discharge paperwork.
• Support patient flow and shift handoffs.
• Answer, screen, and route calls; triage urgent calls.
• Open and distribute mail and patient records; process routine documents.
• Coordinate with departments to support clinical and administrative services.
• Use scheduling, billing, and clinical applications.

Skills

Customer service

Communication

Empathy

Attention to detail

Interpersonal skills

Organizational skills

Education

High School Diploma or GED

Tools

Basic computer skills

Job description

Position summary

As a Patient Experience Representative within the Cardiac ICU 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.

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.

per diem: 3pm-11:30pm weekends