Patient Experience Representative (11:00pm-7:30am)

Patient Experience Representative (11:00pm-7:30am) | Boston Childrens Hospital

There is a 6 week/40 hours a week paid 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 overnight shift. Full flexibility is needed during this training period.

Position Summary/ Department Summary: Patient Experience Representative (11:00pm-7:30am). Emergency Department. Rotating overnight weekends/holidays required.

Key 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.
• 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.

Status: Full-Time

Standard Hours per Week: 40

Pay Range: $19.83-$29.49 Hourly

Office/Site Location: Boston

Job Posting Category: Administration

Remote Eligibility: Onsite Only