Customer Svc Representative II- Full Time, Day Shift

The following information is designed to outline the functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained. Essential functions may change based on organizational need.

General Position Summary:

Responsible for providing organizational, patient support services for the OutPatient Pavilion (OPP) Physician’s Practices. Greets, assists, guides, patients, families and visitors. Registers, pre-registers, attains demographic and insurance information; and provide financial services for all patients.

Essential Functions / Major Responsibilities:

·         Uses A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank you) in every patient transaction.

·         Greets patients with a smile

o   States, “Welcome to Summit”

o   Makes eye contact with every patient

o   Uses the patient name in every conversation with the patient. (A)

o   Answers phones in a pleasant, helpful manner

o   Thanks patients. (T)

·         Assists patients with Pre-registration/Registration

·         Maintain an efficient patient flow through the check in process

·         Collects co-pays, co-insurance, deductible, and payment on any outstanding SHMA balance for every patient.  

o   Responsible for daily balancing of payments received.

·         Verifies patient information and updates as needed

·         Explains processes such as registration and scheduling. Ensure that all of the patient’s questions are answered. (E)

·         Introduce themselves (and coworkers when appropriate) to every patient. (I)

·         Inform patient of delay in schedules and how long the wait will be . (D)

·         Treats all patients and visitors with courtesy and respect

·         Directs patients to appropriate department/area

·         Keeps the check in area tidy and free from debris.

·         Explain and enroll patients in the patient portal

·         Ability to work under high pressure and volume

·         Individual performance will be evaluated on a daily, monthly and annual basis

·         Coordinates services with other departments.

·         Supports the physicians as necessary.

·         Meets CG-CAHPS performance goals.

·         Maintains HIPAA compliance in all circumstances.

·         Displays proper etiquette and mannerisms that reflect the SHINE Behavior Standards.

·         Promotes the Patient Safety Standards as a core value of the organization.

Customer Service Representative II: All duties as listed above plus:

·         Provides training to department employees as required

·         Manages scheduling of staff for coverage of PTO, PST, FMLA leave, etc.

·         Conducts competencies of all customer service staff.

Secondary Functions:

·         Participates in departmental and association wide informational meetings and in-services, including staff meetings, association wide forums, and seminars.

·         Reviews department and association wide policies and procedures annually.

·         All other duties as assigned.

Additional / Seasonal Responsibilities:

·         None

Job Scope:

This job involves:

·         Regular and recurring work situations.

·         A moderate level of complexity.

·         Typical operation from established and well-known procedures.

·         Performance of duties under moderate direction.

Supervisory Responsibility:

Customer Service Representative I: None.

Customer Service Representative II:   Operates in a lead capacity for staff on assigned floor.

Interpersonal Contacts:

Contacts:

·         Are normally made with others both inside and outside the association.

·         Are normally made with own department, staff, and supervisor as well as with other departments or locations.

·         Frequently contain confidential/sensitive information necessitating discretion at all times.

·         Includes discussing financial obligations with Community Clinic patients requiring diplomacy and discretion.

·         Includes face-to-face, telephone, and e-mail.

·         Includes contact with staff, patients, and physicians.

Specific Job Skills & Mental Activities:

This position requires operational knowledge of all office equipment in the clinic, including: fax, printer, phone systems, computer, and commonly used hospital computer programs (including Hospital Information Systems, MS Office, e-mail, intranet, internet, etc.). 

Must be service oriented and have excellent customer service skills, computer skills, organizational skills, multitasking skills, professional interpersonal skills, time management skills, the ability to prioritize work, and telephone etiquette.

Must be able to read, write, speak, and understand English. Must be able to type 35 wpm.

Education and/or Experience:

Customer Service Representative I:

·         High school diploma or equivalent (required).

·         Basic computer skills (required).

·         Medical terminology (preferred).

·         Knowledge of basic coding, i.e.: ICD-10-CM, CPT, (preferred)

Customer Service Representative II: in addition to above

·         Preceptor Class (required)

·         Considered a high performer as evidenced by no disciplinary actions and performance evaluation score of 5.0 or higher

·         One year office experience (required)

·         One year leadership experience (preferred)

Physical Demands & Job Conditions:

Exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of sedentary work. Light work usually requires walking or standing to a significant degree. The worker is exposed to extensive close work, extensive computer work, and encounters with upset/disturbed individuals.

Physical motions include finger dexterity, standing, walking, stooping, talking, reaching, feeling, sitting, bending, kneeling, grasping, listening/hearing, handling, lifting up to 60 pounds, and repetitive motions of the hands, wrists, and feet.

This is considered a safety sensitive position.

OSHA Exposure Category:

Involves no regular exposure to blood, body fluids, or tissues, but may require unplanned tasks that involve exposure to blood, body fluids, or tissue.