PATIENT SERVICE REPRESENTATIVE - Covenant Health

Summary







Responsible for activities associated with administrative practice operations. Provides excellent customer service to patients and family members both in person and over the telephone. Works as a team member serving as liaison between the patient, clinical support staff and provider.







Essential Duties and Responsibilities





+ Supports and promotes the mission and values of Covenant Health Ministry.



+ Answers incoming telephone calls in a professional and courteous manner and promptly responds to requests.



+ Directs calls/messages to appropriate staff member/provider in compliance with clinic workflows.



+ Greets patients and visitors promptly, in a courteous and helpful manner.



+ Schedules and/or registers patient visits ensuring compliance with all policies, procedures and workflows.



+ Collects and/or updates patient/insurance information and accurately enters into EMR.



+ Oversees waiting area, coordinating patient flow, communicates delays to patients in a proactive manner and reports problems or irregularities to Lead/Specialist/Manager.



+ Performs check-in/out responsibilities in a prompt, courteous and helpful manner.



+ Partners with Lead/Specialist/Manager on the resolution of patient complaints.



+ Collects and processes payments to EMR system, balances daily transactions and prepares daily deposit.



+ Processes requests for medical records releases/transfers.



+ Assists with filing/scanning/indexing.



+ Performs general front office responsibilities.



+ Maintains compliance with all policies, procedures, and regulatory requirements.



+ Maintains a neat and orderly work environment.



+ Completes all assigned/required training within defined timelines.



+ Demonstrates flexibility in assisting with support/coverage within the practice network.



+ Other duties as consistent with this role.





Department-Specific Duties and Responsibilities





+ Performs appointment scheduling, procedure and/or surgery scheduling related activities based on department including ambulatory clinics in both IMG and HOD.









Job Requirements







Job Knowledge and Skills





+ Demonstrates the ability to organize and prioritize work to expedite patient care.



+ Maintains current knowledge and adheres to all organization policies and procedures, practice/site protocols and safety and infection control policy and procedures.



+ Demonstrates a commitment to maintain competency in those activities which contribute to ongoing professional development and those required by department/organization policy.









Education and Experience





+ High school diploma or GED preferred.



+ Prior medical front office and reception experience preferred.



+ Electronic Medical Record (EMR) experience preferred.



+ Experience with Microsoft Office suite (i.e., Word, Outlook, Excel) preferred.









An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.







Working Conditions/Physical Demands



Must p ossess the physical and mental abilities to perform the tasks normally associated with this position that involves a combination of sitting, standing, walking, bending, stooping, and reaching. Occasional lifting/carrying up to 25 lbs. Some stress related to high level of responsibility for quality care.







Americans with Disabilities Statement



Must be able to perform all essential functions of this position with reasonable accommodation if disabled.



















The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Covenant Health reserves the right to modify position duties at any time, to reflect process improvements and business necessity.











Standard of Business Conduct



Every St Joseph Hospital employee is required to abide by the Standards of Conduct and to report any activity that appears to violate the Standards of Conduct.