"Patient Experience Representative II: Cardiac Catheterization Lab"

At Boston Children's Hospital, the quality of our care and our inclusive hospital working environment lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures while opening doors of opportunity for our team. Here, different talents, pursue common goals. Voices are heard and ideas are shared. Join us and discover how your unique contribution can change lives. Yours included.

Position Summary:
As a PER II You will work within our Cardiac Catheterization Lab. You will work under close supervision to provide support to the administrative operations of the clinical service and will work to ensure the best possible patient experience by effectively coordinating services to patients and families. You will demonstrate interest in and ability in departmental and organizational initiatives & projects with a focus on continuous process improvement.

Key responsibilities

• Interacts and provides positive and effective customer service to patients and families.
• Response to routine inquiries about hospital protocol, policies and procedures.
• Provide front desk coverage and greet patients
• Escort patients to recovery and procedure rooms (role involves extensive walking)
• Check patients in using Epic
• Answer incoming phone calls
• Provides accurate information to peers/employees, directions and/or guidance and follows up promptly to ensure that needs have been met.

Patient Registration/Admissions/Discharge

• Provides the patient with the required forms and obtains appropriate signatures: General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Generates patient labels and identification bracelets.
• Prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process.
• Update information boards.
• Requests ambulance pick up.
• May be required to assist with End of life procedures with Bereavement Coordinator.
• Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information.

Patient Flow Coordination

• Prepares for and attends shift handoffs and team huddles.
• Answer, screen and route telephone calls. Record and forward messages and triage call for urgent information or services.
• Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
• Activate overhead announcements (Admissions, Code Blues, Staff Assists).

Process Improvement

• Demonstrates interest and the ability to actively participate in, and contribute to, departmental initiatives & projects
• Assists with implementing change with internal systems and procedure.

Minimum qualifications
Education:

• High School Diploma / GED- Required

Work Experience

• Internal: Minimum 6 months as a PER;
• External: Minimum of 6 months' relevant healthcare experience.
• Prior healthcare customer service or administrative experience preferred
• The ability to communicate effectively

Schedule: Two primary shifts are available: 9:00 AM-5:30 PM or 11:30 AM-8:00 PM.
While one of these will be your main assigned shifts, you may be asked to help cover other shifts when team members call out or during holiday periods.
The department operates from 5:30 AM-8:00 PM, and flexibility to cover any shift within this timeframe is required, though this will not be frequent.

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates).

Boston Children's Hospital offers competitive compensation and unmatched benefits including 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.

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.