Patient Experience Representative- overnights

Patient Experience Representative- Overnights

Position summary: As a Patient Experience Representative within the General Medicine 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. M-F 11a-7p (rotation up to 7-3 depending on coverage needs) $2,000 sign on bonus. (not eligible for current employees)

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. Schedule: M-F 11a-7p (rotation up to 7-3 depending on coverage needs)

Children's Hospital Boston