Patient Service Representative/ Communication Specialist - Switchboard- Howard

Description
Job Description and Essential Functions
Job Title/Position: PSR Communications Specialist
Job Classification: Administrative/Professional Support
Date of Analysis: 5/29/13 Date of Revision/Review: 06/2020, 06/2021
THE MISSION STATEMENT
To take care of people with passion, pride, and respect.
OVERALL EXPECTATIONS STATEMENT
Providing exceptional care for our patients as well as recognizing the value of your co-workers is the expectation of all members of the Prevea Health organization. All members are expected to focus on the patient's needs; relate to all in a friendly, accepting manner; communicate in a positive and professional way to patients and co-workers; use time effectively and efficiently; and demonstrate an overall high level of performance.
Brief Description of Job Responsibilities:
Greets, instructs, directs, and schedules patients and visitors in an engaging and positive manner. Serves as a liaison between patient and medical staff. Makes a positive first impression on any person utilizing Prevea Health services.
Major Responsibilities:

1. Coordinate communication between patients, family members, medical staff, providers, and administrative staff-via phone, in person, or through MyPrevea.
2. Direct patient inquiries or complaints to appropriate parties.
3. Assist patient or caller in directing medical concerns; receive and route messages to appropriate staff.
4. Obtain and confirm accurate demographic and insurance/coverage information.
5. Schedule and confirm patient appointments.
6. Inform patients of the variety of services that are offered by Prevea Health.
7. Assist patient or caller with financial questions regarding policies.
8. Attend meetings as required and follow the policies and procedures of the organization.

Specialized Requirements:

1. Complete all work tasks in accordance with privacy, compliance, and HIPAA laws.
2. Place long distance calls for clinic personnel
3. Operate paging system and respond effectively to emergency indicators and notify appropriate contacts.
4. Responsible for paging on-call providers and messaging clinical staff using Epic.
5. Work closely with triage and nursing staff to ensure timely completion of all phone encounters.
6. Have extensive knowledge of the organization's structure to route calls and take appropriate messages while proactively seeking assistive information for patient needs.

Performance Requirements:

1. Ability to adapt to frequently changing protocols and processes in a fast-paced environment.
2. Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
3. Communicate effectively with employees throughout the organization in a proactive and positive manner, as well as possess the ability to motivate to accomplish the goals of the department and the clinic.
4. Promotes teamwork and provides a supportive environment for staff in the assigned departments and throughout the organization.
5. Ability to multi-task in an efficient and effective manner.
6. Ability to think critically using provided information in the decision-making process.
7. Engages in active listening by giving full attention to what others are saying, taking time to understand the points being made, and asking questions as appropriate.
8. Must be empathetic and responsive to patient's needs, continually looking for ways to assist patients.
9. Knowledgeable of the computer systems with an emphasis on learning and training on the Epic system
10. Ability to work independently as well as in a team.
11. Knowledge of grammar, spelling, and punctuation to accurately type patient information and take appropriate messages.
12. Ability to speak clearly, concisely, and professionally.
13. Must be willing to work at all locations, various shifts and extended hours as needed.

Education/Experience/Certifications:

1. Experience in customer service, insurance and/or healthcare setting preferred.
2. Proficient interpersonal, telephone and computer skills

Non-Essential Duties: Other duties as assigned.
Typical Working Conditions:
Work is performed in an office environment. Involves continual contact with staff and the public. Possible exposure to communicable diseases.

1. Long sedentary hours
2. Computer time stressful on eyes

Typical Physical Demands:
Requires sitting for extended periods of time. Working in an office environment. Some bending and stretching are required. Vision must be correctable to 20/30 and hearing must be in the normal range. Working with occasional stress and the ability to adapt to continuous change is required. Use of telephone and computers are required. Manual dexterity required for use of phone, calculator, and computer keyboard.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United State and to complete the required employment eligibility document form upon hire. Prevea participates in E-verify. To learn more about E-Verify, including your rights and responsibilities, please visit. www.dhs.gov/E-Verify
Essential Functions/Physical Demands
Job Title/Position: Communications Specialist
Job Classification: Administrative/Professional Support
Frequency of activity required to perform the job
Never
(0% of work day)
Seldom
(1-10% of work day)
Occasional
(11-33% of work day)
Frequent
(34-66% of work day)
As Required
( Greater than 67% of work day)
Physical Requirements
Sit
x
Stand
x
Walk
x
Drive
x
Climb (Stairs/Ladders)
x
Bend (Neck)
x
Bend (Waist)
x
Squat
x
Kneel/Crawl
x
Twist/Turn (Neck)
x
Twist/Turn (Waist)
x
Lift/Carry 0-10 lbs.
x
Lift/Carry 11-25 lbs.
x
Lift/Carry 26-35 lbs.
x
Lift/Carry 36-50 lbs.
x
Lift/Carry 51-75 lbs.
x
Lift/Carry 76-100 lbs.
x
Lift/Carry > 100 lbs.
x
Push/Pull up to 10 lbs.
x
Push/Pull 11-25 lbs.
x
Push/Pull 26-35 lbs.
x
Push/Pull 36-50 lbs.
x
Push/Pull 51-75 lbs.
x
Push/Pull 76-100 lbs.
x
Push/Pull > 100 lbs.
x
Reach (Above shoulder level)
x
Reach (Below shoulder level)
x
Simple Grasping (Hands/Arms)
x
Fine Manipulation (Hands/Arms)
x
Gross Manipulation (Hands/Arms)
x
Vision Requirements
Color Discrimination
x
Near Vision (Correctable to Jaeger 2 or 20/30 binocular)
x
Distance Vision (Correctable to Snellen chart 20/30 binocular)
x
Hearing Requirements
Hears Whispers < 3 feet
x
Hears Whispers 3-8 feet
x