Patient Experience Representative - MSICU - Boston Children's Hospital
Boston, MA
About the Job
Every other weekend/holiday 7:00am-3:30pm
MSICU
The Medical Surgical Intensive Care Unit at Boston Children's is one of the highest-volume pediatric intensive care units in the United States. We have 40 state-of-the-art pediatric beds and care for more than 2,000 critically ill children annually.
1. Customer Service 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 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 a.Prepares for and attends shift handoffs and team huddles. 4. Administration 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. 5. Technology a.Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications. b.May require proficiency in multiple systems/multiple visit types. 6. Process Improvement a.Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
Education: High-school or GED diploma
MSICU
The Medical Surgical Intensive Care Unit at Boston Children's is one of the highest-volume pediatric intensive care units in the United States. We have 40 state-of-the-art pediatric beds and care for more than 2,000 critically ill children annually.
Our MSICU serves as one of the largest extracorporeal membrane oxygenation (ECMO) centers in the U.S., treating about 60 children annually. We also house the first hospital-based simulator suite in a Boston teaching hospital, enhancing our clinicians’ training and preparedness for medical emergencies.
Patient Experience Representative1. Customer Service 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 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 a.Prepares for and attends shift handoffs and team huddles. 4. Administration 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. 5. Technology a.Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications. b.May require proficiency in multiple systems/multiple visit types. 6. Process Improvement a.Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
Education: High-school or GED diploma
Source : Boston Children's Hospital