Patient Experience Representative- per diem weekend evenings

About the role

As a Patient Experience Representative within the Cardiac ICU unit, you will provide administrative and patient-facing support, with a focus on creating a positive patient experience. You will work under close supervision to support patients, families, visitors, and hospital staff through customer service, admissions/discharge support, patient flow, phone coverage, and general administrative duties.

Responsibilities

• Customer Service
  • Provide positive and effective customer service to patients, families, visitors, and coworkers.
  • Greet and direct patients, families, and visitors.
  • Respond to routine questions about hospital policies and procedures.
  • Manage a high volume of inbound and outbound calls.
  • Provide accurate information, directions, and guidance and follow up to make sure needs are addressed.
• Patient Registration/Admissions/Discharge
  • Provide patients with required forms and obtain appropriate signatures and documentation.
  • Generate patient labels and identification bracelets.
  • Prepare admission documentation and support a timely admission process.
  • Notify the Charge Nurse when patients arrive.
  • Process patient transfer and discharge paperwork.
  • Update information boards.
  • Request ambulance transportation when needed.
  • Review discharge paperwork for accuracy and completeness.
• Patient Flow Coordination
  • Participate in shift handoffs and team huddles.
  • Help support smooth communication and patient flow across the unit.
• Administration
  • Answer, screen, and route telephone calls and triage urgent calls when needed.
  • Record and forward messages.
  • Open and distribute mail and patient records and handle routine document processing.
  • Activate overhead announcements, including Admissions, Code Blues, and Staff Assists.
  • Complete MedReq uploads for providers.
  • Initiate safety and security requests.
  • Help resolve equipment and service issues with departments such as Help Desk, Distribution