CUSTOMER SERVICE REP FULL TIME SHEA RESEARCH INSTITUTE
June 8, 2018
Admin / Clerical
Job Summary Serves as a customer service contact for all patients and visitors. Coordinates and performs all front office duties independently. Seeks guidance and communicates with department supervisor as instructed. Specializes in the complete check-in process for new patients and follow-up patients in the department. Responsible for scanning health questionnaire data and maintaining patient, provider and pharmacy data. Responsible for collection of patient co-pay charges. Greets callers on the phone and directs communication to providers, nurses and other administration within the department. Provides and expedites clerical and secretarial support for the department as directed. Assists in maintaining patient medical records and constructing new patient and study charts. Applies knowledge of hospital and departmental information systems. Understands and implements hospital/departmental policies and procedures. Provides assistance in maintaining optimal function and appearance of the front office. The staff member demonstrates sensitivity to the needs, care and concerns of patients and their families. The staff member adheres to the network values, policies and department operating policies in the course of completing job duties.
Greets patients and visitors. Receives, handles and routes phone calls. Schedules follow-up patients as requested by providers. Initiates calls to "no-show" consultations for rescheduling.
Performs scheduling functions for follow-up patients and prints daily schedule reports using the department's EMR software. Communicates with hospital interpreters and schedules for new patients as needed.
Prepares new patient charts and scan records into EMR software. Processes, scans and encodes patient demographics, medical, pharmacy, health history and financial information into computer database. Keeps accurate records and constantly updates information as needed.
Scan, email and files daily charges and communication to outside billing department daily. Retains copy on department hard drive.
Answers phone and routes call to appropriate provider, nurse or administrator to best care for the needs of the caller.
Performs a variety of supportive duties including organization and compilation of patient medical records, photocopying, faxing, scanning, mailing, phoning requests and record keeping. Releases patient information according to established policies.
Maintains effective communication with internal and external customers. Participates as a team member in all aspects of department functions. Assists in keeping communications clear between patients, physicians, nurses and other team members.
Maintains patient co-pay list, armbands, schedule and pulls files for next day. Collects patient co-pay on a daily basis.
Responsible for communication of any problem situations or changes in department flow.
Responsible for daily and monthly printing of labels. Ensuring accuracy of the CTS and CCS account numbers and verifying DOB and other medical information is correct using hospital red rules.
Coordinate lunch orders, collect payment and send orders to hospital catering dept by deadline.
Provide assistance to Patient Financial Counselor with accounts, labels and other responsibilities as needed.
Pro-actively identifies and provides for the customer's needs using appropriate quality service standards identified in the network mission, vision and values.
Appropriately identifies, coordinates and, schedules necessary patient services between clinical care, research/clinical trials and professional services. Performs other related duties as assigned or requested.
Internal Number: 2018-9848
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We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.