Patient Experience Representative I - Part time 20 hours

Position Summary
Under general supervision, provides support to the administrative operations of the Echo Lab. Works with outside hospitals for cardiac services and assist with payroll and scheduling 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.
• Addresses escalated or complex issues and collaborates to resolve patient concerns.
• May rotate through administrative functions.

Scheduling   

• 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.

Technology

• Uses phone systems, email, Microsoft Office, and clinical/scheduling/billing applications.

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:         

• A common knowledge or an understanding of basic computer skills and concepts.    
• Makes use of customer service knowledge to assist  in resolving problems.    
• Conveys a positive demeanor when interacting with patients, families, and coworkers.   
• Ability to communicate in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.   
• Ability to work with diverse internal and external constituencies.  
• Demonstrates the ability to pay attention to detail and accuracy.   
• Interpersonal skills, collaboration, and communication.

 
Schedule: Part time 20 hours, M-F 8:30am-11:30am fully onsite