"Patient Experience Representative (Per diem)"

Position Summary/ Department Summary:

Patient Experience Representative (Per diem). Emergency Department.

Key Responsibilities:

After your 6 week/40 hours a week training has been completed then per diem status requires a minimum of 5 shifts in a 6 week work schedule period. 1 of those shifts must be a weekend shift and a minimum of 1 major holiday in the fall/winter plus a minimum of one major holiday in the spring/summer (2 holidays a year total).

• 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.
• Greet and direct patients, families and visitors.
• Monitor daily schedule and patient flow to optimize resource utilization and patient experience.
• Communicate with clinicians and/or supervisors and route patients/visitors to maintain efficient patient/visitor flow.
• Serve as a liaison with Engineering, ESD, Biomedical Engineering, and Materials Management to resolve equipment, supply, cleaning and safety issues; Follow through on identified problems.
• Collect and organize medical records, information, materials and supplies required for admissions or encounters. Prepare requisitions and other standard forms as requested by clinician or supervisor.
• Verify, record and process patient demographics, insurance/payment and referral information for patient encounters. Collect all necessary clinical documentation and information.
• Collect, compile and forward 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. #Li-Onsite

Important, please read: There is a 6 week/40 hours a week training commitment that is required which could include day and evening shifts during the work week + weekend training that can also include day/evening shifts. Full flexibility is needed during this paid training period.

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.