Patient Experience Representative- per diem weekend evenings

Boston Children's Hospital; Boston (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

Boston Children's Hospital is seeking a Patient Experience Representative in the Cardiac ICU to provide administrative and patient-facing support, focusing on a positive patient experience. You will assist with admissions, discharge, patient flow, and general duties.

The role covers customer service, registration, communications, and collaboration with hospital staff, with per diem evening/weekend shifts. Strong empathy and communication are essential.

Qualifications

• Basic computer skills required to operate common hospital software.
• Strong customer service and communication abilities are essential.
• Ability to communicate clearly and show empathy in challenging situations.
• Ability to work with diverse patients, families, visitors, and colleagues.
• High attention to detail and accuracy in processing paperwork.
• Good interpersonal, collaborative, and organizational 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 follow up to address needs.
• Handle admissions, discharge support, patient flow, and documentation.
• Prepare admission paperwork and support timely admissions.
• Notify Charge Nurse when patients arrive and coordinate transfers.
• Open and distribute mail and patient records; triage calls and messages.
• Use phone systems, email, Microsoft Office, scheduling and billing apps.

Skills

Basic computer skills

Customer service

Communication skills

Empathy

Attention to detail

Interpersonal skills

Education

High School Diploma or GED

Tools

MS Office

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

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.