Patient experience

The level 2 Patient Experience Representative is 100% in person and will be responsible for monitoring clinic activity to ensure the best possible patient experience.

Assists with resolving customer service and scheduling issues. Provides positive and effective customer service that supports departmental and hospital operations.

Principal Duties and Responsibilities

• Interacts and provides positive and effective customer service to patients and families.
• Response to routine inquiries about hospital protocol, policies and procedures.
• Greets and directs patients, families, and visitors.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Provides accurate information to a peers / employees, directions and / or guidance and follows up promptly to ensure that needs have been met.

Patient Registration / Admissions / Discharge

• Provides the patient with the required forms and obtains appropriate signatures : General consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities, Generates patient labels and identification bracelets.
• Prepare admission-related documentation and patient chart process, to ensure a seamless and timely admission process.
• Notifies Charge RN of patient arrival.
• Process patient transfer / discharge paperwork.
• Update information boards.
• Requests ambulance pick up.
• May be required to assist with End of life procedures with Bereavement Coordinator.
• Confirm discharge paperwork is received, verifying that the paperwork is accurate and reflects patient information.

Patient Flow Coordination

• Prepares for, and attends shift handoffs and team huddles.
• Answer, screen and route telephone calls. Record and forward messages and triage call 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.

• Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate and distribute documents.
• Activate overhead announcements (Admissions, Code Blues, Staff Assists).
• Utilizes all office technology including phone systems, email, Microsoft office programs, clinical, scheduling, billing applications.
• May assist to enroll patients and caregivers in patient portal.
• May require proficiency in multiple systems / multiple visit types.

Process Improvement

• Demonstrates interest and the ability to actively participates in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement.
• Assists with implementing change with internal systems and procedure

Schedule : 8am-4pm M-F

Education

High School Diploma / GED

Work Experience

• Internal : Minimum 6 months as a PER;

Last updated : 2024-05-25