Patient & Guest Services Representative

Job Title

Under the direction of the Patient Relations & Guest Services Manager, receives and assesses requests from all significant customer constituencies: patients, providers, service areas, and payors. Analyzes customer requests and coordinates accurate and thorough information exchange. Provides accurate documentation following all established protocols. Collaborates with service area and acts as a liaison between Baystate Health and our external customers to satisfy customer requests. Performs responsibilities within established customer service standards

Job Responsibilities

1) Processes all assigned admissions and related transactions within established monthly QA thresholds for Bed Management Dashboard, SMS, On-Line Survey, and E-mail boxes as assigned (CIS Physician Order Box, PCP Changes Box, Patient Status Corrections Box, On-Line Survey box)

2) Collects demographic, insurance, and clinical information necessary to appropriately place the patient

3) Processes all calls in a service-excellence-oriented manner. Adheres to call guides and flows. Communicates in a professional, respectful, and appropriate manner to all patients and/or family members as well as hospital staff.

4) Maintains call levels/call guides based on data from monthly telephone QA. Signs in and out of correct lines assigned.

5) Recognizes and communicates problems to the right person/system. Offers constructive ideas/suggestions for solving problems.

6) Attends required in-service/meetings. Maintains resource materials. Applies acquired skills. Adheres to policies and procedures. Accepts, and encourages assessment and feedback from peers and supervisor

7) Complete all Circle of Life responsibilities:

Receives, documents Circle of Life information

Assist in preparation of Death Certificate as needed

Arranges and assist in telephone post-mortem authorization as needed

Verifies status, notifies Funeral Home or Medical Examiner, and completes documentation for release of expired patients to Funeral Home or Medical Examiner

8) Complete admission functions for Wesson Women's Hospital.

9) Information resource to the facility.

Required Work Experience

1) Minimum of 90 days experience as an ASR I

2) Successfully completed departmental orientation, and signed off by mentor in assigned product line

3) Completes assigned activities independently 90% of the time

Skills and Competencies

1) Certified Medical Terminology obtained within one year of hire.

2) Keyboard skills and ability to type 25 wpm

3) Speak, read, and write English clearly and concisely using correct grammar and vocabulary

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum Midpoint Maximum

$17.98 $20.68 $24.12

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.