Sr Patient Experience Representative-ED / OR / Procedural (onsite)

Position Summary / Department Summary :

The Senior PER will be 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. Obtains and records required authorizations on electronic or manual scheduling systems to compile and distribute patient and staff schedules. Monitors daily schedule to optimize resource utilization and patient experience. 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 call for emergency services as required. Participates in the development of training programs to update staff on department / hospital processes, including patient experience-focused initiatives and computer training. Demonstrates high-level problem-resolution skills, teamwork, and multitasking. Participates in and contributes to departmental and organizational initiatives projects with a focus on continuous process improvement.

Key Responsibilities :

• Provide positive customer service by greeting patients and families, managing a high volume of calls, and directing inquiries about hospital procedures.
• Manage the entire patient registration process, including collecting demographic and insurance information, generating patient ID bracelets, and obtaining necessary signatures and authorizations.
• Process all patient admission, transfer, and discharge paperwork, and notify the appropriate units of patient arrival.
• Handle various administrative duties, such as answering and routing calls, managing mail, activating overhead announcements for codes and admissions, and ordering supplies.
• Perform clerical and coordination tasks, including managing equipment issues, initiating safety and security requests, and communicating with other departments to coordinate services.
• Schedule, cancel, or reschedule patient appointments, tests, and procedures, and obtain necessary authorizations.
• Utilize all relevant office technology and clinical systems, including electronic health records and patient portals.
• Participate in training and cross-training other staff on department systems and procedures, as well as assisting with continuous process improvement initiatives.

Minimum Qualifications

Education :

High School Diploma / GED

Experience :

Minimum of 1 year as a PER or related healthcare experience

Licensure / Certifications :

None Required

This role is eligible for a $2,000 sign on bonus (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.