Patient Service Representative I

JOB SUMMARY AND ESSENTIAL FUNCTIONS: Provides support by performing various clerical duties, data entry, scheduling tests and discharge functions within unit operations to affect a smooth, efficient and customer responsive patient flow of services.

1. Interacts with all visitors, coworkers and other departments in a customer friendly manner.

a. Acknowledges individuals that enter the work area.

b. Identifies ways to assist the individual.

c. Provides assistance to individuals who may need directions.

d. Assists individuals in finding resources in the patient care area.

2. Handles all telephone calls in a customer friendly manner.

a. Answers calls promptly using the standard department greeting, (department area, name, title).

b. Provides assistance and answer inquiries.

c. Takes complete and accurate messages and ensures the message is delivered to the appropriate person.

d. Transfer calls to the appropriate area.

3. Performs clerical duties (to include front desk support, registration, answering telephone, filing/assembling charts, completing tab sets, computer data entry, transcribing orders and scheduling tests).

a. Registers patients in the appropriate clinic; coordinates with the pre-registration as needed; orders medical records; provides nursing staff with accurate paperwork and records.

b. Collects, records and issues receipts for payment transactions; maintains and safeguard remittance per policy.

c. Answers telephone calls; resolves patients' questions regarding clinic schedules and billing concerns; handles requests for prescription refills, reschedules appointments.

d. Schedules patient appointments for diagnostic studies and examinations as directed by medical and nursing staff; maintains schedules for individual clinics.

4. Utilizes computer and related equipment to update, revise and maintain all information in the identified computer system.

a. Enters and updates patient information accurately and in a timely manner.

b. Registers and/or discharges patients correctly.

c. Selects patients correctly.

d. Enters orders/charges correctly.

e. Cancels orders and credits charges correctly.

f. Displays results successfully.

5. Maintains identified patient record within the patient care area.

a. Identifies forms that belong in the patient chart.

b. Assembles and/or disassembles patient charts/medical records as required.

c. Maintains the proper order and quantity of forms in the patient chart.

d. Fills out and submits correct patient forms to the appropriate ancillary department.

e. Checks information on all related documents to ensure that information is provided expediently to appropriate medical personnel.

f. Retrieves and attaches lab test results and other documentation to medical record.

g. Reviews physician's update of electronic medical record and transcribes necessary data as required.

6. Communicates effectively to provide information/assistance. Confers and works collaboratively with patient/family/hospital staff in a customer responsive and courteous manner, in compliance with iRESPECT standards and promoting patient/customer satisfaction.

7. Establishes and maintains floor inventory of identified forms and supplies.

a. Identifies forms and supply items needed in the patient care area.

b. Sets up an inventory list of supplies needed.

c. Verifies the amount of supplies available for use.

d. Prepares requisitions for replacement supplies.

e. Verifies supplies received are the supplies ordered.

f. Restocks the supply areas when received.

8. Maintains confidentiality of patient, department and hospital information. Adheres to established department and organization policies in processing and releasing patient information (i.e. HIPPA, Confidentiality, and Compliance Policies).

9. Completes required continuous training and education, including department specific requirements. Responds to problems/opportunities to improve work environment and participates in unit based performance improvement activities.

10. Transports mail, records, reports and files. Assists with sorting and distribution of mail.

11. Maintains a clean, orderly, safe environment in direct and indirect patient care areas. Adheres to established policies, compliance/quality improvement, patient safety, environment and infection control standards.

12. Provides coverage for relief and absences as required.

13. Performs other duties and responsibilities as required.

MACHINES OR EQUIPMENT OPERATED: Typewriter, computer terminal and related machines, multiple line telephone and other general office equipment.

EDUCATION: High school diploma or equivalent with related course work required. Completion of a clerical or general office program desired. Demonstrated ability to type 20 wpm with 90% accuracy required.

EXPERIENCE:Twelve (12) months clerical, customer service, or related experience such as medical office, secretarial, general clerical or customer/guest services. Effective organizational, communication and interpersonal skills with demonstrated ability to follow written and oral instructions, plan and organize work to be done. Must demonstrate proficiency in all phases of the Training Program, which includes Medical Terminology, Communication and Customer Responsiveness by designated timeframes. Completion of a unit clerk, medical office, general clerical, customer service training or equivalent education may be utilized in lieu of experience (documentation required).

PHYSICAL DEMANDS: High volume data entry requires manual dexterity, attention to detail, visual acuity to operate standard office equipment and sitting for long periods.