Patient Experience Representative II- Cath Lab- on site

Position Summary
Under general supervision, provides support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Actively participates in and contributes to departmental and organizational initiatives & projects with a focus on continuous process improvement. Performs various administrative functions requiring in-depth knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations. Recognizes opportunities and recommends process improvement opportunities to enhance operational efficiency while maintaining accuracy.

Key responsibilities

Customer Service

• Provides positive, effective customer service to patients, families, visitors, and referring providers.
• Greets, screens, directs, and responds to routine inquiries on hospital protocols.
• Addresses escalated or complex issues and collaborates to resolve patient concerns.
• May rotate through call center functions.

Patient Registration / Admissions / Discharge

• Monitors clinic flow and supports optimal patient experience.
• Registers new patients; verifies and processes demographics, insurance, referrals, authorizations, and required documentation.
• Assists with routine clinical support tasks.
• Supports billing processes: coding entry, collecting copays, reconciling payments.
• Coordinates with Financial Counseling and other departments for administrative or insurance-related needs.

Scheduling

• Schedules appointments and procedures across providers and departments.
• Monitors and adjusts daily schedule to optimize flow; communicates with clinicians and supervisors as needed.

Patient Flow Coordination

• Participates in shift handoffs and team huddles to support coordinated care.

Administration

• Manages calendars, schedules meetings/events, and supports conferences and department programs.
• Prepares documents, presentations, requisitions, and standard forms.
• Triages calls, routes urgent requests, and initiates emergency services when required.
• Provides routine clerical support (mail, copying, distributing materials, organizing medical records).
• Processes letters, external requests, and prescription refills.

Training

• Participates in and supports staff training on systems, workflows, and customer-service practices.
• Trains and cross-trains staff; serves as resource for operations, billing/payer requirements, and problem resolution.

Technology

• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.
• Enrolls patients and caregivers in the patient portal.

Process Improvement

• Contributes to departmental and organizational improvement initiatives.
• Recommends and helps implement updates to systems and procedures.

Minimum qualifications

Education:

• High School Diploma / GED

Experience:

• Internal: Minimum 6 months as a PER; OR
• External: Minimum of 6 months relevant healthcare experience
• Conveys a positive, professional demeanor when interacting with patients, families, and coworkers.
• Strong verbal and written communication skills with the ability to demonstrate empathy in sensitive situations.
• Ability to work effectively with diverse internal and external stakeholders.
• Strong attention to detail and accuracy.
• Excellent interpersonal, collaboration, and teamwork skills.
• Highly organized with the ability to prioritize multiple tasks and responsibilities.

Schedule: Monday/Friday ~ 10:30am to 7:00pm
Tuesday/Wednesday/Thursday ~ 11:30am to 8:00pm
This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates and not eligible for former BCH employees who worked here in the past 2 years).