Patient Service Rep I - Float Pool

Job description

• JOB SUMMARY
• Provides coverage to at multiple locations within the identified region of the outpatient division.
• 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.
• Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
• Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience
• Instruct patients to complete documents and forms such as intake and insurance forms.
• Schedule, cancel and confirm patient appointments.
• Compile, record and archive medical charts, reports, and correspondence with confidentiality.
• Operate telephones and direct calls, emails and documents to appropriate staff.
• Transmit correspondence and medical records by mail, e-mail, or fax.
• Assist with registration and patient check-in functions consistent with EMR process.
• Have knowledge of insurance benefit details, and ability to deliver and address content of patient responsibility forms.
• Perform financial functions with accuracy (i.e., copay collection, insurance maintenance) to ensure optimal payment for services.
• Monitors inventory, clinical areas, patient waiting area assigned to ensure optimal delivery of services.
• Manage patient interactions and implement service recovery techniques to ensure positive patient relations.
• Clean and organize work area and waiting area.
• Participate in daily log recording as required per site.
• Change linens, such as bed sheets and pillow cases.
• Contribute to a creative culture of daily continuous improvement
• 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
• Utilizes AIDET principles to enhance communication.
• 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
• Pre-Reg/Registration-Patient Information Updates
• Check-in Process
• Check-out Process
• Copay Collection
• Understanding general insurance benefits for therapy services
• Email management
• Management of Medical Records
• Identify Financial Counselor
• Department Productivity and goals (site specific)
• Site Opening Function
• Site Closing Function
• Ability to Multi-Task
• Understanding Clinical Work Processes
• Attendance/Time Management
• Involvement in Departmental Meetings
• Personal Impact
• Health System ID is worn in accordance to GSPP policy
• Ensure compliance with all applicable federal, state and local regulatory standards (DOH, HIPAA, etc).
• Flexible and readily adopts new processes and engages in practice operation changes
• 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