About this role
Job Posting Description
Position summary
As a part time Patient Experience Representative within the Surgical 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.
Schedule
7am-3:30pm every other sat/sun + every other Holiday
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
7am-3:30pm every other sat/sun + every other holiday