Patient Experience Representative (11:00pm-7:30am

There is a 6‑week, 40‑hour‑per‑week paid training commitment that is required. The training can include day and evening shifts during the work week as well as weekend training day & evening shifts. After the training is complete you will transition to your overnight shift. Full flexibility is needed throughout the training period.

Patient Experience Representative (11:00 pm–7:30 am). Emergency Department. Rotating overnight weekends and holidays required.

• Providing positive and effective customer service that supports departmental and hospital administrative operations.
• Scheduling patient encounters and procedures to coordinate within and across providers, departments, and institutions.
• Answering, screening and routing telephone calls; recording and forwarding messages; triaging calls for urgent information or services; responding to requests for routine information or assisting within scope of knowledge and authority; initiating calls for emergency services as required.
• Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
• Greeting and directing patients, families and visitors.
• Monitoring daily schedule and patient flow to optimize resource utilization and patient experience.
• Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Serving as a liaison with Engineering, ESD, Biomedical Engineering, and Materials Management to resolve equipment, supply, cleaning and safety issues; following through on identified problems.
• Collecting and organizing medical records, information, materials and supplies required for admissions or encounters; preparing requisitions and other standard forms as requested by clinician or supervisor.
• Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters; collecting all necessary clinical documentation and information.
• Collecting, compiling and forwarding related documentation for reimbursement.

High‑school or GED diploma. Bachelor's degree preferred.

• Superb customer service, keen attention to detail, strong computing skills with ability to learn new software quickly and to work in multiple systems simultaneously. A minimum of five shifts in a six‑week period are required and must include some weekend shifts. Holiday shifts are required. Training requires approximately 6–8 weeks equivalent of full‑time shifts.
• Ability to work independently and as part of a team.
• Preferred experience such as customer service, administrative, or experience in a health‑care setting.
• The ability to communicate effectively both orally and in writing and to provide empathy in difficult interpersonal situations.