Patient Representative

Patient Experience Representative (Per Diem) Emergency Department

Required/please read: There is a 6 week/40 hours a week training commitment that is required which can include day and evening shifts during the work week as well as weekend training day & evening shifts. After the training is over then you will go into your per diem shift. Full flexibility is needed during this training period.

Position Summary/Department Summary: Patient Experience Representative (Per diem). Emergency Department.

Key Responsibilities:

• Providing positive and effective customer service that supports departmental and hospital administrative operations.
• Scheduling patient encounters and procedures to coordinate within and across providers, departments, and institutions.
• Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or services. Responding to requests for routine information or assisting within scope of knowledge and authority. Initiating calls for emergency services as required.
• Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
• Greeting and directing patients, families and visitors.
• Monitoring daily schedule and patient flow to optimize resource utilization and patient experience.
• Communicating with clinicians and/or supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Serving as a liaison with Engineering, ESD, Biomedical Engineering, and Materials Management to resolve equipment, supply, cleaning and safety issues; Following through on identified problems.
• Collecting and organizing medical records, information, materials and supplies required for admissions or encounters. Preparing requisitions and other standard forms as requested by clinician or supervisor.
• Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters. Collecting all necessary clinical documentation and information.
• Collecting, compiling and forwarding related documentation for reimbursement.

Minimum Qualifications Education: High-school or GED diploma. Bachelor's degree preferred.

Experience:

• Superb customer service, keen attention to detail, strong computing skills with ability to learn new software quickly and ability to work in multiple systems simultaneously. A minimum of five shifts in a six-week period are required and must include some weekend shifts. Holiday shifts are required. Training requires approximately 6-8 weeks equivalent of full time shifts.
• Ability to work independently and as part of a team.
• Preferred experience such as customer service, administrative, or experience in a health care setting.
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.