Patient Service Rep I - Float Pool

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JOB SUMMARY

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Provides coverage to at multiple locations within the identified region of the outpatient division.

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Staffing assignments will be determined by the Office Supervisor and can vary on a week-to-week basis. PSR will be assigned to a region to cover within the position.

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Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.

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Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience

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Instruct patients to complete documents and forms such as intake and insurance forms.

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Schedule, cancel and confirm patient appointments.

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Compile, record and archive medical charts, reports, and correspondence with confidentiality.

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Operate telephones and direct calls, emails and documents to appropriate staff.

• Transmit correspondence and medical records by mail, e-mail, or fax.

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Assist with registration and patient check-in functions consistent with EMR process.

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Have knowledge of insurance benefit details, and ability to deliver and address content of patient responsibility forms.

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Perform financial functions with accuracy (i.e., copay collection, insurance maintenance) to ensure optimal payment for services.

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Monitors inventory, clinical areas, patient waiting area assigned to ensure optimal delivery of services.

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Manage patient interactions and implement service recovery techniques to ensure positive patient relations.

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Clean and organize work area and waiting area.

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Participate in daily log recording as required per site.

• Change linens, such as bed sheets and pillow cases.

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Contribute to a creative culture of daily continuous improvement

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ESSENTIAL FUNCTIONS

• PATIENT/CUSTOMER

• Essential Accountabilities

• Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.

• Is professional in all actions and appearance

• Ensure compliance with regulatory parameters

• Uses resources wisely – as if they were one’s own.

• Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.

• Demonstrates a personal commitment to ensuring a clean and safe working environment.

• Anticipates patients’/customers’ needs and acts accordingly.

• Works to enhance patient satisfaction

• Assist patients and families

• Analyzes problems from the customers’ point of view.

• Honors patient/customer/employee confidentiality.

• Seeks feedback on how to improve performance and offers constructive feedback, as well.

• Applies learning for improved performance.

• Presents self professionally & demonstrates professional behavior during interactions with others

• Strives to understand and value differences in others’ race, nationality, gender, age, background, experience, and style.

• Customer Service Skills

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Utilizes AIDET principles to enhance communication.

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PATIENT/EMPLOYEE SAFETY ACCOUNTABILITIES

• Patient Care Providers

• Participates in Entity and Department wide initiatives for Patient /Employee safety

• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.

• Validation of annual competencies required for the position

• OPERATIONS

• Essential Accountabilities

• Scheduling Functions

• Patient Identification

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Pre-Reg/Registration-Patient Information Updates

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Check-in Process

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Check-out Process

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Copay Collection

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Understanding general insurance benefits for therapy services

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Email management

• Management of Medical Records

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Identify Financial Counselor

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Department Productivity and goals (site specific)

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Site Opening Function

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Site Closing Function

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Ability to Multi-Task

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Understanding Clinical Work Processes

• Attendance/Time Management

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Involvement in Departmental Meetings

• Personal Impact

• Health System ID is worn in accordance to GSPP policy

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Ensure compliance with all applicable federal, state and local regulatory standards (DOH, HIPAA, etc).

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Flexible and readily adopts new processes and engages in practice operation changes

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QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education

• High School Diploma required

• Associate's Degree preferred

• Work Experience

• Previous healthcare experience preferred

• Licenses / Certifications

• Sunrise Billing system certification may be required