Patient Experience Representative - Surgery

Looking for an exciting opportunity to join the Surgical Programs team? Look no further than the Complex Surgical Unit at Boston Children’s Hospital! As a PER in this department, you will have the chance to learn all about the behind-the-scenes work that goes into the daily operation of an inpatient surgical unit, as it relates to admission, discharge and transfer of patients within the hospital. This role provides direct support to the inpatient clinical team to trouble-shoot issues and ensure quality care is provided successfully. You will work alongside a multidisciplinary team for clinical and non-clinical operations, providing you with an inside look into the upper administrative and Surgical clinical leadership of the healthcare industry. This is an ideal opportunity for anyone interested in healthcare administration, those who aspire to work in the medical field or those who want firsthand experience working in one of the well-known pediatric Surgery departments.

The Patient Experience Representative will

1. Customer Service[1]a. Interacts and provides positive and effective customer service to patients and families.
b.Responds to routine inquiries about hospital protocol, policies, and procedures.
c. Greets and directs patients, families, and visitors.
d.Manages large amounts of inbound and outbound calls in a timely manner.
e.Provides accurate information, directions, and/or guidance to peers/employees and follows up
promptly to ensure that needs have been met.
2. Patient Registration/Admissions/Discharge[1]a.Provides the patient with the required forms and obtains appropriate signatures: General consent,
Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Financial Assistance
policy.
b.Generates patient labels and identification bracelets.
c. Prepare admission-related documentation and patient chart process to ensure a seamless and
timely admission process.
d.Notify Charge Nurse of patient’s arrival.
e.Process patient transfer/discharge paperwork.
f. Update information boards.
g.Request an ambulance pick up.
h.Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects
patient information.
3. Patient Flow Coordination[1]a.Prepares for and attends shift handoffs and team huddles.
4. Administration[1]a.Answer, screen, and route telephone calls. Record and forward messages and triage calls 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.
b.Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and
distribute documents.
c. Activate overhead announcements (Admissions, Code Blues, Staff Assists).
d.MedReq Uploads for providers.
e.Initiate Safety/security requests.
f. Manage resolution of equipment issues (We Got It, help desk, distribution, Food service).
g.Order supplies and inventory.
h.Processing and tracking Engineering requests.
i. Place patients in Protected Identity.
j. Request Environmental Services cleaning.
k. Provide routine clerical support as needed.
l. Prepare requisitions and other standard forms as requested by clinician or supervisor.
m. Under close supervision, communicates with other departments to coordinate ancillary
clinical/administrative services.

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.

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