Patient Service Rep I - Float Pool

Patient Services Representative

Coverage will include Rittenhouse, Spruce St, and Pennsylvania Hospital OP.

Job Summary

Provides coverage to multiple locations within the identified region of the outpatient division. Staffing assignments will be determined by the Office Supervisor and can vary on a week-to-week basis. PSR will be assigned to a region to cover within the position. Greet visitors, ascertain purpose of visit, and direct them to appropriate staff. Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience. Instruct patients to complete documents and forms such as intake and insurance forms. Schedule, cancel and confirm patient appointments. Compile, record and archive medical charts, reports, and correspondence with confidentiality. Operate telephones and direct calls, emails and documents to appropriate staff. Transmit correspondence and medical records by mail, e-mail, or fax. Assist with registration and patient check-in functions consistent with EMR process. Have knowledge of insurance benefit details, and ability to deliver and address content of patient responsibility forms. Perform financial functions with accuracy (i.e., copay collection, insurance maintenance) to ensure optimal payment for services. Monitors inventory, clinical areas, patient waiting area assigned to ensure optimal delivery of services. Manage patient interactions and implement service recovery techniques to ensure positive patient relations. Clean and organize work area and waiting area. Participate in daily log recording as required per site. Change linens, such as bed sheets and pillow cases. Contribute to a creative culture of daily continuous improvement.

Essential Functions

Patient/Customer

• Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
• Is professional in all actions and appearance
• Ensure compliance with regulatory parameters
• Uses resources wisely as if they were one's own.
• Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.
• Demonstrates a personal commitment to ensuring a clean and safe working environment.
• Anticipates patients'/customers' needs and acts accordingly.
• Works to enhance patient satisfaction
• Assist patients and families
• Analyzes problems from the customers' point of view.
• Honors patient/customer/employee confidentiality.
• Seeks feedback on how to improve performance and offers constructive feedback, as well.
• Applies learning for improved performance.
• Presents self professionally & demonstrates professional behavior during interactions with others
• Strives to understand and value differences in others' race, nationality, gender, age, background, experience, and style.
• Customer Service Skills
• Utilizes AIDET principles to enhance communication.

Patient/Employee Safety Accountabilities

• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
• Validation of annual competencies required for the position

Operations

• Scheduling Functions
• Patient Identification
• Pre-Reg/Registration-Patient Information Updates
• Check-in Process
• Check-out Process
• Copay Collection
• Understanding general insurance benefits for therapy services
• Email management
• Management of Medical Records
• Identify Financial Counselor
• Department Productivity and goals (site specific)
• Site Opening Function
• Site Closing Function
• Ability to Multi-Task
• Understanding Clinical Work Processes
• Attendance/Time Management
• Involvement in Departmental Meetings
• Personal Impact
• Health System ID is worn in accordance to GSPP policy
• Ensure compliance with all applicable federal, state and local regulatory standards (DOH, HIPAA, etc).
• Flexible and readily adopts new processes and engages in practice operation changes

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education
• High School Diploma required
• Associate's Degree preferred
• Work Experience
• Previous healthcare experience preferred
• Licenses / Certifications
• Sunrise Billing system certification may be required

Good Shepherd Rehabilitation