Patient Experience Representative : Arabic speaking preferred

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 You will work 100% in person within our Center for Families department. 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 perform various administrative functions requiring basic knowledge of programs and services.

Key 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.

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.
• 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.
• 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.

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 work with diverse internal and external constituencies
• Arabic or Spanish speaking- highly preferred

Schedule: Flexible: 8-4:30 or 9- 5:30 + Every other weekend 8:30-5pm (will get one day off during the 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.