Patient Experience Representative II- Otolaryngology- 7:30-4pm

PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions
**Internal employees are not eligible**

Principal Duties and 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.
• Provides accurate information to a peers/employees, directions and/or guidance and follows up promptly to ensure that needs have been met.

Administrative:

• Maintains personal calendars for physician/supervisor(s).
• Schedules meetings, programs and events.
• Records and forwards messages, triages call for urgent information or services, initiates call for emergency services.
• Provides routine clerical support as needed.

Process Improvement:

• Actively contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement.
• Assists in implementing change in internal systems and procedures.

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.
• 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 participates 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.

Schedule: M-F 7:30am-4pm

Education
Required Education

• High School Diploma / GED

Work Experience

• Internal: Minimum 6 months as a PER;
• External: Minimum of 6 months relevant healthcare experience.