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Service Representative

3 months ago

Maywood, Illinois, United States Trinity Health Full time
Employment Type:Part timeShift:Rotating ShiftDescription:The Ambulatory Service Representative promotes increased utilization of Loyola services by maintaining a customer service attitude that reflects the mission, vision and values of Loyola Medicine. The individual ensures effective clerical operations for the service area and performs all job duties under the highest customer service standards to exceed customer expectations. Always conveys a professional and positive image of Loyola Medicine during interactions with patients, families, physicians, staff members and internal departments
  • SCHEDULINGUtilizesandisproficientinschedulingsoftwaresystem inaccordancewithsystemandphysicianguidelinestoeffectively schedule,cancelandreviseappointments.a.)Schedulespatient appointmentsinconjunctionwithorders,urgencyofcareandpatient convenience,involvingmultiplesiteswhenappropriate.Ensuresthat patientisofferedservicesatlocationandtimethatismostconvenient, whilemaintainingphysicianprotocol.b.)Offerswaitlisttopatientsthat arescheduledover14days.c.)Ensuresthatnewpatientappointment informationisobtainedattimeofschedulingappointment.Ifmissing, followsupwithpatientpriortovisittosecuredata.d.)Cancelsclinic patientappointmentsasnecessary.Responsiblethatallpatientsare notifiedandrescheduledinatimelymanner.e.)Documentsno-shows andcancellationsinschedulingsoftwaresystem.f.)Monitors physicians'schedulesdailyforoptimalphysicianscheduleandpatient satisfaction.Contactspatientsonwaitlistandoffersearlier appointmentwhenappropriate.
  • REGISTRATIONUtilizesandisproficientinregistrationsoftware systeminaccordancewithambulatory,LUMCandLUPFguidelinesto secureaccuratedemographicandinsurancedata.a.)Comparesand verifiespatientdemographicandinsuranceinformationwithsystem datatoensureaccuracy.b.)Ensuresthataccurateinsurancecardis scannedintosystem.c.)Ifrevisionsareneededtoinsuranceor 2 20% Yes demographicinformation,entersthenewdatainthesystemorensures alldataiscollectedandgiventoregistrationspecialisttoupdate.d.) Securesidentificationfrompatient(driver'slicense)andscansinto system.e.)SecuresconsentandHIPPAdocumentationfrompatient andindicatesdatereceivedinsystem.f.)Obtainsreferralformor waiverformfrompatientasappropriateandnotifiesphysician.g.) CreatesHARwithappropriateinsuranceandguarantorinformationfor visit.Securesallinformationthatisidentifiedasmissingduringthe HARcreation.h.)UtilizespatientFYItocommunicatestatusoraction takenrelatedtoinsuranceorpatientactivity.
  • TELEPHONEUTILIZATIONEfficientlyandeffectivelymanageahigh volumeoftelephonecallstotheservicearea.a.)Answerscallsusing telephonecustomerserviceskillsandmaintains95%forcustomer telephoneskills.b.)Handlesemergencycallsandalertsappropriate personnel,i.e.,Dr.Cart,Mr.Red,Mr.Blue.c.)Followscomplex telephoneprotocolsforscreeningtoappropriatespecialtyareasfor acute/newpatients.d.)Initiatesprocedurestoassurephonesystems areactivatedanddeactivatedcorrectly.
  • FRONTOFFICEDemonstratesownershipoffrontofficeandinteracts withpatientsandfamilymembersinaprofessionalandwelcoming manneraccordingtoestablishedguidelinesandprocedures.a.) Utilizesprotocolestablishedforgreetingpatientsatcheckinand servicingpatientsduringthecheckoutprocedure.b.)Monitorswait timeofpatient.Keepsabreastofscheduledelaysandwhennecessary, informspatientofanticipatedtimeframeforservice.c.)Adheresto Loyola'scodeofethicsandcorporatecomplianceprogramrelatedto patientprivacyandsafetyconcerns.d.)Monitorspatientwaitingarea andactivelyassumeresponsibilitytoensureacleanandorganized environmentismaintained.Takesinitiativetoreferenvironmental improvementstotheappropriatedepartments(PPG,outsideservices, etc.)
  • GENERALCLINICPROCEDURESEnsuresefficientday-to-day operations.a.)Precepts,coachesandmentorsnewemployees.b.) Processesfilesanddocumentsrelatedtopatientcareand appointments,includingfaxesand/ormedicalrecordsfromoutside institutions.c.)Maintainslogs,departmentalstatisticaldata,and schedulesasrequired.d.)Proactivelyaddressesandresolvesissues usingappropriateresources.e.)Complieswithphysicianprotocols establishedintheclinics.f.)Coordinatesphysiciansurgeryschedules asrequiredbytheirservicearea.
  • INSURANCEVERIFICATIONUtilizesinsuranceverification procedurestoensuremaximumreimbursementandcorrectpayment. a.)Responsibleformaintainingknowledgeofinsurancestatusand benefits.Continuouslyupdatesknowledgebyattendingeducational forumsandreadingappropriatewrittencommunications.b.)Collects appropriateco-pay,orco-insuranceforvisit.c.)Informspatientofself-paystatusandfollowpolicyprotocol.d.)Maintainsregistration requirementsforoverallandplancodeaccuracy.
  • SCHEDULESPATIENTTESTINGSchedulesthroughEPICpatient testingandtherapyprescribedbyphysiciantoensurethat comprehensivepatientcareisdelivered.a.)Ensuresthattestsare scheduledappropriatelywithorders,urgencyofcare,inappropriate locationandtimemostconvenientforthepatient.b.)Providesgeneral testinginformationinstructionstopatientasappropriate(i.e.,no eating/drinkingfor24hours,timeframeoftest,needfordriver,etc.)c.) Notifiesnursingpersonnelofproceduresrequiringprepinstructions.
  • COMPUTERAPPLICATIONSUtilizesmultiplecomputerapplications toensureefficientpatientflowandpertinentinformationisup-to-date. a.)Proficientinclinical,registrationandschedulingsoftwaresystems. b.)Assistswithdevelopmentandimplementationofmanualbackup systemtobeusedduringcomputerdowntimetoinsureongoing operations.c.)Assistsinresolvingcomputersoftwareandhardware problems.d.)Learnsnewsystemsasrequired.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.