Patient Experience Representative (Per diem)

Boston Children's Hospital • Boston, MA

400d • Remote

About The Position

The Patient Experience Representative at Boston Children's Hospital plays a crucial role in providing exceptional customer service within the Emergency Department. This per diem position involves scheduling patient encounters, managing communications, and ensuring a smooth patient flow while supporting the hospital's administrative operations. The role requires a commitment to training and flexibility in working hours, including weekends and holidays.

Requirements

• Superb customer service skills and keen attention to detail.
• Strong computing skills with the ability to learn new software quickly and work in multiple systems simultaneously.
• A minimum of five shifts in a six-week period are required, including some weekend shifts and holiday shifts.
• Ability to work independently and as part of a team.
• A high school level of educational development; preferred experience includes customer service, administrative, or healthcare settings.
• Bachelor's Degree preferred.
• Effective oral and written communication skills, with the ability to provide empathy in difficult interpersonal situations.

Nice To Haves

• Experience in a healthcare setting is preferred.

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.
• 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.
• 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.

Benefits

• Opportunity to work in a diverse and inclusive environment.
• Training and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: Bachelor's degree