"Alerted.org

82662BRJob Posting Title:Patient Experience Representative- Call Center (hybrid)Department:Patient Services-Clinical NutritionAutoReqId:82662BRStatus:Full-TimeStandard Hours per Week:40 Job Posting Category:AdministrationJob Posting Description: 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 PER II , y ou 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

Education:

+ High School Diploma / GED- Required

Work Experience

+ Internal: Minimum 6 months as a PER;

+ External: Minimum of 6 months’ relevant healthcare experience.

+ Prior healthcare customer service or administrative experience preferred

+ The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations

+ The ability to work with diverse internal and external constituencies

Schedule: M-F 40 hours/week

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidat es).

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:BostonRegular, Temporary, Per Diem:Regular Remote Eligibility :Part Remote/Hybrid Pay Range:$19.06-$27.64 Hourly