Patient Experience Representative: 12:30-9pm M-F

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.

About the role

You will provide support to the administrative operations of the Med surge ICU 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 to departmental and organizational initiatives and projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services. You will provide positive and effective customer service that supports departmental and hospital operations.

Responsibilities

• Patient Encounter Management:
  • Providing positive and effective customer service via phone that supports unit operations
  • Collaborating with referring providers and practices via phone
  • Obtaining required authorizations to compile patient and staff schedules
  • Scheduling patients and supporting patient encounters
• Administrative:
  • Recording and forwarding messages, triaging calls for urgent information or services, initiating calls for emergency services
  • Providing routine clerical support as needed

Requirements

• A high school level of education (bachelor’s degree preferred)
• Prior customer service or administrative experience preferred
• 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

Schedule

Swing shift: 12:30 PM – 9:00 PM, Monday through Friday

Pay

$2,000 sign-on bonus for all full-time PERs (external candidates only). 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.

Benefits

• 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
• Discounted rates on T-passes