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

This role requires a 6-week, 40-hour-per-week paid training commitment that includes day, evening, and weekend shifts. Full flexibility is needed during this period. After training, the position transitions to an overnight shift.

About the role

Patient Experience Representative in the Emergency Department, working 11:00 PM – 7:30 AM with rotating overnight weekends and holidays.

Responsibilities

• Provide positive and effective customer service supporting departmental and hospital operations.
• Schedule patient encounters and procedures across providers, departments, and institutions.
• Answer, screen, and route telephone calls; record and forward messages; triage urgent calls.
• Respond to routine information requests within scope of knowledge and authority.
• Initiate calls for emergency services as required.
• Collaborate with referring providers to manage complex patient issues.
• Greet and direct patients, families, and visitors.
• Monitor daily schedule and patient flow to optimize resource use and patient experience.
• Communicate with clinicians and supervisors 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.
• Collect and organize medical records, information, and supplies for admissions or encounters.
• Prepare requisitions and standard forms as requested by clinicians or supervisors.
• Verify, record, and process patient demographics, insurance/payment, and referral information.
• Collect necessary clinical documentation and information for reimbursement.

Requirements

• High-school diploma or GED; Bachelor’s degree preferred.
• Superb customer service skills and keen attention to detail.
• Strong computing skills with the ability to learn new software quickly and work in multiple systems simultaneously.
• Minimum of five shifts in a six-week period, including some weekend shifts; holiday shifts required.
• Training requires 6–8 weeks of full-time-equivalent shifts.
• Ability to work independently and as part of a team.
• Preferred experience in customer service, administrative roles, or healthcare settings.
• Ability to communicate effectively both orally and in writing, providing empathy in difficult interpersonal situations.

Pay

The posted pay range reflects Boston Children’s reasonable and good-faith expectation at the time of posting. Any base pay offer depends on skills, experience, education, certifications, and other job-related factors.

Benefits

• Flexible schedules.
• Affordable health, vision, and dental insurance.
• Child care and student loan subsidies.
• Generous time off.
• 403(b) Retirement Savings plan and Pension.
• Tuition and certain License and Certification Reimbursement.
• Cell phone plan discounts and discounted rates on T-passes.