Patient Experience Representative- Call Center (hybrid)

Patient Experience Representative - Call Center (Hybrid)

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.

Position Summary : As a Patient Experience Representative II, you will work within our Clinical Nutrition Dept within the call center. You will work under close supervision to provide support to the administrative operations of the clinical service and will work to 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 & projects with a focus on continuous process improvement. You will perform various administrative functions requiring basic knowledge of programs and services. You will provide positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities :

• Customer Service + Interacts and provides positive and effective customer service to patients and families via telephone
• Response to routine inquiries about hospital protocol, policies and procedures.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Provides accurate information to peers / employees, directions and / or guidance and follows up promptly to ensure that needs have been met.
• 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.
• Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
• Activate overhead announcements (Admissions, Code Blues, Staff Assists).
• 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 participate 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.

Minimum Qualifications :

Schedule : M-F 40 hours / week

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates). Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care 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.

Office / Site Location : Boston

Regular, Temporary, Per Diem : Regular

Remote Eligibility : Part Remote / Hybrid

Pay Range : $19.06-$27.64 Hourly