Patient Experience Representative- Arabic Speaking Preferred

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

As a PER II, you will work within our Center for Families unit. You will work under close supervision to provide support to the administrative operations of the clinical service and 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 and projects with a focus on continuous process improvement.

Responsibilities

• Customer Service
  • Interacts and provides positive and effective customer service to patients and families.
  • Responds to routine inquiries about hospital protocol, policies, and procedures.
  • Greets and directs patients, families, and visitors.
  • Manages large amounts of inbound and outbound calls in a timely manner.
• 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.
  • Prepares admission-related documentation and patient chart process to ensure a seamless and timely admission process.
  • Updates information boards.
  • Requests ambulance pick-up.
  • May assist with End of Life procedures with Bereavement Coordinator.
  • Confirms 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.
  • Answers, screens, and routes telephone calls. Records and forwards messages and triages calls for urgent information or services.
  • Responds to requests for routine information or assistance within scope of knowledge and authority.
  • Initiates calls for emergency services as required.
  • Opens and sorts mail, delivers and retrieves patient records, photocopies materials, sorts, collates, and distributes documents.
  • Activates overhead announcements (Admissions, Code Blues, Staff Assists).
  • Utilizes all office technology including phone systems, email, Microsoft Office programs, clinical, scheduling, and billing applications.
  • May assist to enroll patients and caregivers in the patient portal.
  • May require proficiency in multiple systems/multiple visit types.
• Process Improvement
  • Demonstrates interest and the ability to actively participate in and contribute to departmental initiatives and projects.
  • Assists with implementing change with internal systems and procedures.

Requirements

• High School Diploma / GED (Required).
• 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

• Monday–Friday plus every other weekend.
• Schedule will be a mix of:
  • 8:00 AM – 4:30 PM
  • 9:00 AM – 5:30 PM
  • 10:30 AM – 7:00 PM
• Every other weekend (8:30 AM – 5:00 PM) with a day off during the week.
• Shift differential on weekends.

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 and Pension.
• Tuition and certain License and Certification Reimbursement.
• Cell phone plan discounts and discounted rates on T-passes.

Pay

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.