Clinic Service Representative - AFM- Mason/Leslie - Full Time - Days
GENERAL
Summary:
Under general supervision follows standard operating procedures for all patient registration activities including patient reception, face-to-face check in and check out, preregistration, insurance verification, cash collections, chart reconciliation and patient discharge.
Actively contributes to an organizational culture committed to the highest degree of service excellence standards to all customer groups.
PRINCIPAL DUTIES AND
Responsibilities:
Provides World Class Service Excellence to patients:
oWarm patient greeting and closing.
(AIDET)oPerforms Clinic Rounding per protocol.
oService Recovery (HEART)oAdheres to Chief First Impressions Officer (CFIO) standards.
oMaintains Front Desk and Lobby Appearances according to policy.
oAdheres to the CSR Dress Code at all times.
Performs all aspects of appointment scheduling including:
oMakes appointments for patients accurately and efficiently, according to clinic protocols.
oAssists patients with any scheduling concerns.
oReturns patient calls if unable to make appointment at the time of the patient interaction.
oReschedules appointments as necessary.
oFollows policy for no shows and late patients, per clinic protocol.
oProvides accurate detailed information to patients including:
arrival times and other necessary information.
oCreates and/or attaches necessary referral per protocol.
oScans necessary documentation into the E-HR, including but not limited to:
oPhoto IDsoInsurance cardsoHIPAA formsoTreatment/procedure consent formsoFinancial consent formsoAdvance Beneficiary Notice (ABN) formsoAdvanced directivesoGuardianship papersoCommunicates effectively with providers regarding patient scheduling issues as needed.
Provides accurate data collection and registration for all patient visits which includes but is not limited to:
oProperly verifies and updates patient demographics.
oProperly verifies and updates patient emergency contact.
oProperly verifies and creates hospital account record (HAR).
oProperly verifies and updates patient insurance coverage.
oDistributes appropriate information to new patients.
oMaintains knowledge of current computer updates and insurance information.
Performs all aspects of Collecting Cash including:
oResponsible for handling cash, per clinic protocol.
oCollects copayments and/or prior balances and prepayments.
oProperly closes out Epic cash drawer daily.
oBalances end of day batches associated with credit card machines.
oAssists patients with billing problems or inquiries.
oFollows standard operating procedures for Patient Payment Policies.
Performs miscellaneous duties as assigned, including, but not limited to:
oExtra duty assignments.
oMaintains business office equipment.
oCalls for repairs as assigned.
oOrders office supplies as assigned.
oPay Grade G16EDUCATION AND EXPERIENCE REQUIRED:
oHigh School Diploma or G.
E.
D.
equivalent.
oRequired to perform calculations, complete forms, extensively utilize computer information system.
oFamiliarity with clinic environment preferred.
oDemonstrated ability to work with detailed information.
oRequires interpersonal skills to deal effectively both over the telephone and in person with patients, visitors, medical staff, and other clinic and/or hospital personnel.
oAbility to perform a variety of tasks in a timely manner to meet clinic staff and patient needs.
oAbility to discuss with patients their general financial responsibilities and connect the patient with the Customer Service Center at the Corporate Business Office.
oAbility to work successfully in a fast-paced environment with frequent interruptionsoAbility to work within a team setting and be supportive of team members.
oSuccessful completion of yearly competencies.
oBasic computer skills (i.
e.
, knowledgeable opening software/email, navigate on keyboard, logging in and out of computer).
oAbility to work effectively with populations of diverse backgrounds and ages.
oDependable and punctual.
oStrong organizational skills and ability to multi-task.
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy and summarized below:
Communication Ownership Understanding Motivation Sensitivity Excellence Teamwork RespectMust practice the customer skills as provided through on-going training and in-services.
Must possess the following personal qualities:
Be self-directed Be flexible and committed to the team concept Demonstrate teamwork, initiative and willingness to learn Be open to new learning experiences Accepts and respects diversity without judgment Demonstrates customer service valuesPHYSICAL DEMANDS/WORKING CONDITIONS:
Clinic setting with some exposure to communicable diseases with minimal exposure to noise, dust, &/or extreme temperatures.
Lifting no more than 20 pounds at a time, with frequent lifting or carrying of objects weighing up to 10 pounds.
May require a good deal of walking or standing, and/or may require sitting most of the time with some pushing/pulling of arm or leg controls.
Recommended Skills Billing Calculations Computer Keyboards Coordinating Corporate Laws Curiosity Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Under general supervision follows standard operating procedures for all patient registration activities including patient reception, face-to-face check in and check out, preregistration, insurance verification, cash collections, chart reconciliation and patient discharge.
Actively contributes to an organizational culture committed to the highest degree of service excellence standards to all customer groups.
PRINCIPAL DUTIES AND
Responsibilities:
Provides World Class Service Excellence to patients:
oWarm patient greeting and closing.
(AIDET)oPerforms Clinic Rounding per protocol.
oService Recovery (HEART)oAdheres to Chief First Impressions Officer (CFIO) standards.
oMaintains Front Desk and Lobby Appearances according to policy.
oAdheres to the CSR Dress Code at all times.
Performs all aspects of appointment scheduling including:
oMakes appointments for patients accurately and efficiently, according to clinic protocols.
oAssists patients with any scheduling concerns.
oReturns patient calls if unable to make appointment at the time of the patient interaction.
oReschedules appointments as necessary.
oFollows policy for no shows and late patients, per clinic protocol.
oProvides accurate detailed information to patients including:
arrival times and other necessary information.
oCreates and/or attaches necessary referral per protocol.
oScans necessary documentation into the E-HR, including but not limited to:
oPhoto IDsoInsurance cardsoHIPAA formsoTreatment/procedure consent formsoFinancial consent formsoAdvance Beneficiary Notice (ABN) formsoAdvanced directivesoGuardianship papersoCommunicates effectively with providers regarding patient scheduling issues as needed.
Provides accurate data collection and registration for all patient visits which includes but is not limited to:
oProperly verifies and updates patient demographics.
oProperly verifies and updates patient emergency contact.
oProperly verifies and creates hospital account record (HAR).
oProperly verifies and updates patient insurance coverage.
oDistributes appropriate information to new patients.
oMaintains knowledge of current computer updates and insurance information.
Performs all aspects of Collecting Cash including:
oResponsible for handling cash, per clinic protocol.
oCollects copayments and/or prior balances and prepayments.
oProperly closes out Epic cash drawer daily.
oBalances end of day batches associated with credit card machines.
oAssists patients with billing problems or inquiries.
oFollows standard operating procedures for Patient Payment Policies.
Performs miscellaneous duties as assigned, including, but not limited to:
oExtra duty assignments.
oMaintains business office equipment.
oCalls for repairs as assigned.
oOrders office supplies as assigned.
oPay Grade G16EDUCATION AND EXPERIENCE REQUIRED:
oHigh School Diploma or G.
E.
D.
equivalent.
oRequired to perform calculations, complete forms, extensively utilize computer information system.
oFamiliarity with clinic environment preferred.
oDemonstrated ability to work with detailed information.
oRequires interpersonal skills to deal effectively both over the telephone and in person with patients, visitors, medical staff, and other clinic and/or hospital personnel.
oAbility to perform a variety of tasks in a timely manner to meet clinic staff and patient needs.
oAbility to discuss with patients their general financial responsibilities and connect the patient with the Customer Service Center at the Corporate Business Office.
oAbility to work successfully in a fast-paced environment with frequent interruptionsoAbility to work within a team setting and be supportive of team members.
oSuccessful completion of yearly competencies.
oBasic computer skills (i.
e.
, knowledgeable opening software/email, navigate on keyboard, logging in and out of computer).
oAbility to work effectively with populations of diverse backgrounds and ages.
oDependable and punctual.
oStrong organizational skills and ability to multi-task.
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy and summarized below:
Communication Ownership Understanding Motivation Sensitivity Excellence Teamwork RespectMust practice the customer skills as provided through on-going training and in-services.
Must possess the following personal qualities:
Be self-directed Be flexible and committed to the team concept Demonstrate teamwork, initiative and willingness to learn Be open to new learning experiences Accepts and respects diversity without judgment Demonstrates customer service valuesPHYSICAL DEMANDS/WORKING CONDITIONS:
Clinic setting with some exposure to communicable diseases with minimal exposure to noise, dust, &/or extreme temperatures.
Lifting no more than 20 pounds at a time, with frequent lifting or carrying of objects weighing up to 10 pounds.
May require a good deal of walking or standing, and/or may require sitting most of the time with some pushing/pulling of arm or leg controls.
Recommended Skills Billing Calculations Computer Keyboards Coordinating Corporate Laws Curiosity Estimated Salary: $20 to $28 per hour based on qualifications.
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