Position summary
As a Patient Experience Representative within complex surgery unit, you will provide administrative and patient-facing support, with a focus on creating a positive patient experience. You will work under close supervision to support patients, families, visitors, and hospital staff through customer service, admissions/discharge support, patient flow, phone coverage, and general administrative duties.
Key responsibilities
Customer Service

• Provide positive and effective customer service to patients, families, visitors, and coworkers.
• Greet and direct patients, families, and visitors.
• Respond to routine questions about hospital policies and procedures.
• Manage a high volume of inbound and outbound calls.
• Provide accurate information, directions, and guidance and follow up to make sure needs are addressed.

Patient Registration/Admissions/Discharge

• Provide patients with required forms and obtain appropriate signatures and documentation.
• Generate patient labels and identification bracelets.
• Prepare admission documentation and support a timely admission process.
• Notify the Charge Nurse when patients arrive.
• Process patient transfer and discharge paperwork.
• Update information boards.
• Request ambulance transportation when needed.
• Review discharge paperwork for accuracy and completeness.

Patient Flow Coordination

• Participate in shift handoffs and team huddles.
• Help support smooth communication and patient flow across the unit.

Administration

• Answer, screen, and route telephone calls and triage urgent calls when needed.
• Record and forward messages.
• Open and distribute mail and patient records and handle routine document processing.
• Activate overhead announcements, including Admissions, Code Blues, and Staff Assists.
• Complete MedReq uploads for providers.
• Initiate safety and security requests.
• Help resolve equipment and service issues with departments such as Help Desk, Distribution, and Food Services.
• Order supplies and maintain inventory.
• Process and track Engineering requests.
• Place patients in Protected Identity when required.
• Request Environmental Services cleaning.
• Prepare requisitions and standard forms.
• Coordinate with other departments to support clinical and administrative services.

Technology

• Use phone systems, email, Microsoft Office, and clinical, scheduling, and billing applications.
• Work across multiple systems and visit types as required.

Process Improvement

• Participate in departmental and organizational initiatives and process improvement projects.
• Assist with implementing changes to internal systems and procedures.

Minimum qualifications

• Basic computer skills.
• Strong customer service and communication skills.
• Ability to communicate clearly and demonstrate empathy in difficult situations.
• Ability to work with diverse patients, families, visitors, and coworkers.
• Strong attention to detail and accuracy.
• Good interpersonal, collaboration, and organizational skills.

Education:
High School Diploma or GED required.
Experience:
No healthcare experience required. Basic customer service and computer skills required.
Schedule:
7-3:30pm every other Sat/Sun + every other weakened