Patient Experience Representative II - Inpatient Surgery (Waltham)

Position Summary:
The Patient Experience Representative II will be 100% onsite at Waltham and responsible for monitoring clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:

• Interacts and provides positive and effective customer service to patients and families.
• Response to routine inquiries about hospital protocol, policies and procedures.
• Greets and directs patients, families, and visitors.
• Manage large amounts of inbound and outbound calls in a timely manner.
• 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.
• Prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process.
• Notifies Charge RN of patient arrival.
• Process patient transfer/discharge paperwork. Confirm discharge paperwork is received, accurate and reflects patient information.
• Requests ambulance pick up.
• May be required to assist with End of life procedures with Bereavement Coordinator.
• Answer, screen and route telephone calls. Record and forward messages and triage call for urgent information or services. Respond to requests for routine information or assistance within scope of knowledge and authority. Initiate call for emergency services as required.
• Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
• Activate overhead announcements (Admissions, Code Blues, Staff Assists).
• Other duties as assigned.

Minimum Qualifications
Education:

• High School Diploma / GED

Experience:

• Internal: Minimum 6 months as a PER
• External: Minimum of 6 months relevant healthcare experience.

PER positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 12 months)
Boston Children’s Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare 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.

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