Job Information
Children's Hospital Boston Patient Experience Representative II- COVID Vaccine Clinic in Boston, Massachusetts
78694BRJob Posting Title:Patient Experience Representative II- COVID Vaccine ClinicDepartment:Patient Services-Patient Care OperationsAutoReqId:78694BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description:Patient Experience Representative II in COVID Vaccine Clinic is 100% in person and will be responsible for monitoring clinic activity to ensure the best possible patient experience, and assist with resolving customer service and scheduling issues. You will also provide positive and effective customer service that supports departmental and hospital operations.
PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (not eligible for current employees)
Principal Duties and Responsibilities
Customer Service
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 accurate information to a peers/employees, directions and/or guidance and follows up promptly to ensure that needs have been met.
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.
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.
Update information boards.
Requests ambulance pick up.
May be required to assist with End of life procedures with Bereavement Coordinator.
Confirm 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.
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.
Maintains departmental files, records, and databases. Enters information from source documents into computer databases and/or spreadsheets, compiling, printing, and distributing periodic reports, mailing labels, and other information as needed.
Monitors and maintains office equipment and supply inventory. Reorders standard office supplies according to established guidelines and requests equipment repair services as needed. Receives and reconciles supply orders and invoices, identifying and resolving delays, billing errors, or discrepancies. Communicates with hospital support service departments to request needed services.
Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
Activate overhead announcements (Admissions, Code Blues, Staff Assists).
Utilizes all office technology including phone systems, email, Microsoft office programs, clinical, scheduling, billing applications.
May assist to enroll patients and caregivers in patient portal.
May require proficiency in multiple systems/multiple visit types.
Process Improvement
Demonstrates interest and the ability to actively participates in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
Assists with implementing change with internal systems and procedure.
Expected to take on any administrative additional tasks as needed or requested
Schedule: 8-5 M-F (Tuesday 9-5:30) + Occasional weekends throughout the year
Education
- High School Diploma - required
To qualify, please have:
Epic experience preferred. Strong communication and customer service skills.
Internal: Minimum 6 months as a PER;
External: Minimum of 6 months relevant healthcare experience.
Office/Site Location:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid
