Patient Experience Representative (Per diem) Float Pool

You will need to be flexible to pick up shifts between 7:00am – 7:00pm

You will need to be able to travel to Boston, Brookline and Jamaica Plain (all locations accessible by public transportation).

Looking to start a brand new career in 2025, or maybe you’re newly graduated and not sure where to start, or maybe you have been in healthcare and want to learn more about different specialties? The Float Pool is a great way for you to learn about different departments at our pediatric hospital in an administrative/customer service capacity.

After successful completion of training, Patient Access/Patient Experience Representative will work in ambulatory clinic areas, telephone page operations and practice liaison program as part of a float pool to provide administrative and customer service support to clinics and inpatient units (typically you will be on an assignment for about 2 weeks and then move on to your next assignment).

The Patient Experience Representative/Patient Access (Float pool) will be responsible for:

• Customer Service:
  • Demonstrating positive and effective customer service that supports departmental and hospital operations, patients and families.
  • Responding to routine inquiries about hospital protocol, policies and procedures.
  • Greeting, screening and directing patients, families and visitors.
  • May be required to rotate in departments with call centers.
• Patient Registration/Admissions/Discharge:
  • May be required to collect height, weight and temperature and answer questionnaires in EMR.
  • With guidance, may prepare rooms for examinations and provide assistance to patients according to established procedures and instructions.
  • Recording and processing patient demographics, insurance/payment and referral information for all patient encounters.
  • Collecting all necessary clinical documentation and information. Transcribing code and patient treatment information into a billing system.
  • May collect, record and secure co-payments made by patients and families, reconcile payments and prepare deposits.
  • Obtaining required authorizations, referrals and verifications of insurance to compile patient and staff schedules.
• Scheduling:
  • Scheduling patient encounters and procedures to coordinate with and across providers, departments and institutions.
  • Monitoring daily schedule and coordinating flow to optimize resource utilization and patient experience. Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Administration:
  • Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or assistance within scope of knowledge and authority.
  • Scheduling meetings, programs and events. Maintaining calendars for physicians/supervisors.
  • Assisting in organizing and scheduling conferences, seminars and other department-sponsored programs or events.
  • Providing routine clerical support as needed.
  • May collect and organize medical records, information, materials and supplies required for appointments.
• Technology:
  • Utilizing all office technology, including phone systems, email, Microsoft Office, as well as clinical, scheduling and billing applications.
  • Enrolling patients and caregivers in patient portal.

To qualify, you must have:

• High School Diploma / GED required.