Patient Experience Representative (rotating days) Emergency Department at Boston Children's Hospital

32 hours rotating days (please note there is a 6 week/40 hours a week paid training commitment before you go into your shift).


Emergency Department - Patient Experience Representative
The Patient Experience Representative will:

• Providing positive and effective customer service that supports departmental and hospital 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.
• Reconciling payments and preparing deposits providing an accurate accounting of funds. Providing an accurate record of transactions in the Hospital systems. Facilitating and directing communication with Financial Counseling.
• Transcribing types and proofreads correspondence, forms, reports, manuscripts and other materials involving complex scientific, technical and/or specialized terminology. Preparing documents using specialized commercial software, such as desktop publishing or graphics packages.

To qualify, you must have:

• A high school level of educational development and zero to 1 years of previous 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.
• The ability to work with diverse internal and external constituencies.

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. Experience the benefits of passion and teamwork.

Unit coordinator. Medical secretary. Emergency Medicine. Emergency Department. Administrative