Patient Experience Representative- Cardiology Lab

*Sign-on Bonus of $2,000 for full time (terms/taxes may apply)
The Patient Experience Representative shall be responsible for:

1. Customer Service

• Demonstrates positive and effective customer service.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Involves supervisor to assist with complex issues.
• With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.

2. Administration

• Assist in organizing and scheduling conferences, seminars, and other department-sponsored programs or events. Organizes documents and/or presentations and logistics for meetings, presentations, and events.
• Provide routine clerical support as needed.
• Prepare requisitions and other standard forms as requested by clinician or supervisor.
• Communicates with other departments to coordinate ancillary services.

3. Technology

• Utilizes all office technology
• Receives, prioritizes and responds to requests for patient film/digital image records in accordance with established procedures and guidelines. Accesses hospital and departmental information systems to track and locate film/digital image files and creates logs and codes files as needed. Retrieves and delivers films/digital images to designated locations within department and throughout Hospital.
• Prepares and digitally converts images for viewing by radiologist or customer. Retrieves requested patient files, completes required logs and records, and digitally converts when necessary. Train others on the use of digitizer and PACS cube functionality.
• Receives and responds to routine and urgent inquiries regarding status and location of missing files and digital images. Researches manual and computer records to locate and retrieve requested files and digital images for physicians, parents/patients and other hospital and departmental staff. Investigates and resolves image tracking and location issues and problems, recommending possible solutions and referring unusual or sensitive matters to supervisor.
• Answers, screens and routes telephone calls and greets and directs patients/parents, physicians and other hospital staff. Responds to requests for routine information and assistance, referring callers to appropriate personnel or location as needed. Receives and records digital image requests, provides basic information on radiologic procedures and reads radiology report results to callers as appropriate.
• Adhere to government rules on release of medical information. Follows JCAHO, HIPAA and legal policies on release of information.

4. 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 procedures.

To qualify, you must have:

• High School Diploma/GED.
• Basic customer service and computer skills. Experience with data and systems is preferred due to there being many technical applications.
• Makes use of customer service knowledge to assist patients and families.
• Conveys a positive demeanor when interacting with patients, families, and coworkers.
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.
• Interpersonal skills, collaboration, and communication.

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.