Patient Customer Service Representative/Aide

Nuvance Health has a network of convenient hospital and outpatient locations - Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York.

Summary

Patient Customer Service Representative/Aide is responsible for providing exceptional customer service for all patients while facilitating patient flow. Acts as a liaison between insurance specialist, schedulers, clinicians and patients. Assists patients and therapists with preparation and provision of efficient therapy services.

Responsibilities

• Serves as the initial point of contact for all patients, greeting and answering phones in a timely and professional manner, prioritizing and directing calls appropriately.
• Performs patient registration and scheduling for all patients.
• Collaborates with schedulers, insurance specialists and clinical staff to optimize scheduling and maximize patient volumes. Updates schedules to reflect patient arrival, cancel or no-show.
• Updates insurance information and communicates with insurance specialist to ensure proper billing and authorization.
• Receives and processes patient payments at point of service according to guidelines. Answers patient inquiries and refers to appropriate team member.
• Creates and maintains patient charts, including required documentation. Scans documents into the medical record and completes the discharge process from all systems. Archives paper charts according to established procedure.
• Processes medical records requests identified by Health information management, third party payers, attorneys, patients, caregivers or vendors.
• Maintains and replenishes department supplies to ensure a smooth-running department.
• Ensure optimal patient experience for their visit with set-up and cleaned treatment rooms/gym. Assist physical/occupational therapists/speech language pathologists and assistants as instructed.
• Cleans equipment adhering to infection control guidelines, communicates with supervisor about equipment repairs/inspections and safely assists patients as needed on/off equipment.
• Ability to travel between outpatient sites as assigned based on coverage needs
• Serves as back-up to other administrative functions as needed.
• Performs other duties as assigned.
  
  

Other information

Required Skills

• Excellent customer service skills, pleasant, professional, and articulate phone voice
• Ability to multi-task
• Computer literacy, efficient and accurate data-entry and reporting skills
  
  

Desired

• Minimum of one year of healthcare office experience and/or experience assisting therapy clinicians with treatment sessions preferred.
• Experience with medical terminology, medical coding, billing procedures, medical records
• Experience working with patient and/or people interactions within community
• Bilingual - Language preference based on site
  
  

Location: Fishkill-200 Westage Business Center Dr-Suite 330

Work Type: Full-Time

Standard Hours: 40.00

FTE: 1.000000

Work Schedule: Day 8

Work Shift: M-F days/evenings

Org Unit: 1892

Department: Rehab Services Admin

Exempt: No

Grade: S3

Salary Range

$15.3000 - $28.2200 Hourly

Working conditions

Essential

• Some manual skills / motor coord & finger dexterity
• Little or no potential for occupational risk
• Sedentary/light effort. May exert up to 10 lbs. force
• Generally pleasant working conditions.
  
  

EOE, including disability/vets.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.