Patient Service Representative

2 weeks ago

Honolulu, United States Navian Hawaii Full time
Job DescriptionJob Description

POSITION SUMMARY:

Under the supervision of the Admissions Manager, the Patient Service Representative supports the organization by managing the flow of patient referrals from initial inquiry through admission. As well as disseminating information regarding Navian Hawaii and building relationships with healthcare providers that result in the overall attainment of targeted number of patient admissions as outlined in the organizational goals. Actively supports and promotes the company's vision, mission, and overall philosophy.

Primary Responsibilities:

Intake

  • Responds to referrals immediately, managing the intake process and ensuring that all necessary information is obtained, communicated, and acted upon appropriately.
  • Timely and accurately enter all patient information and required documents into EMR (electronic medical records) system to prepare for admission.
  • Maintains knowledge of admission criteria for hospice patients and demonstrates ability to incorporate applicable information into the referral/admissions process.
  • Works closely with the admissions team, coordinating patient admission visits and providing prompt updates to all referral sources.
  • Establishes clearly defined system for follow up of pending referrals and updates to the admission tracker daily.
  • Understands the principles of death and dying and promotes the provision of comfort care to the dying as an active, desirable, and important skill. Demonstrates knowledge of hospice/palliative eligibility and local coverage determinations (LCD).
  • Demonstrates ability to maintain good interpersonal relationships with patients, families, co-workers, and other health team members. Projects a professional appearance in behavior, attire, and communication.
  • Utilizes electronic medical records and other electronic devices to their fullest potential. Protects company issued equipment against damage.

Community Outreach

  • Increases awareness through education of hospice services and palliative care to healthcare professionals including, but not limited to: hospitals, skilled nursing facilities, assisted living facilities, long term acute care facilities, and the community.
  • Develops, cultivates, and promotes effective partnerships with other departments in the organization including, but not limited to, the Business Development department. Works closely with Community Liaisons for assigned area to implement innovative ideas to increase referrals. Communicates with medical providers in a clear and concise manner utilizing established report guidelines.
  • Able to determine eligibility utilizing local coverage determination guidelines (LCD).
  • Properly explains and completes all consent forms prior to admission and properly documents it in the electronic medical record.
  • Actively participates, supports, and adapts organizational initiatives to maximize admissions including but not limited to, the utilization of the hospice presentation script.
  • Exercises conscious control over the amount of time spent on specific activities, especially to increase effectiveness, efficiency, or productivity. This includes travel time and mileage.
  • Provides proof of active driver's license and car insurance prior to expiration date.

Goal Achievement

  • Maintains a minimum average conversion rate of 75%.

Teamwork

  • Practice effective communication and interpersonal skills to enhance positive teamwork and accomplish goals/tasks.
  • Demonstrate initiative and work as a team player.
  • Collaborate with the team and make necessary recommendations to ensure customer. needs are met and in line with the overall strategic initiative of the organization.
  • Establish working relationships with all company support departments.

General:

  • Clearly understand Navian Hawaii's mission, vision & values
  • Represent the mission and values of Navian Hawaii with passion & enthusiasm.
  • Promote excellence in customer relations in all encounters.
  • Must be able to plan and meet deadlines.
  • Maintain a flexible work schedule and demands on the job.
  • Convey a professional and positive image and attitude.
  • Demonstrate commitment to continued professional growth and development.
  • Other duties as assigned.

Knowledge and Skills Requirements:

  • Strong communication and customer service skills and the ability to establish and maintain effective working relationships with staff, patients/family members, referral sources, physicians, community partners and other agencies/organizations.
  • Ability to influence, educate and negotiate in a professional, results driven manner.
  • Ability to maintain highly sensitive and confidential materials.
  • Ability to set priorities, research and problem solve and make independent decisions with minimal supervision.
  • Must be able to multi-task and possess strong organizational, planning, and follow-through skills.
  • Excellent written and verbal communication skills as well as the ability to communicate effectively with all levels of individuals.
  • Basic computer skills
  • Working knowledge of MS applications such as Word, Excel, Outlook and OneNote
  • Working knowledge of departmental and organizational policies, procedures and operations.
  • Working knowledge of the principles of office management and modern office procedures, systems and equipment.

Education and Experience:

  • High School diploma or GED equivalent.
  • Minimum of one (1) year experience in a customer service, sales or marketing capacity.
  • Hospice and/or medical office experience preferred.
  • Strong computer skills including knowledge of Microsoft Office applications and electronic medical records.

Why Navian Hawaii?

  • Team-oriented, locally run nonprofit where every voice is heard
  • Competitive pay with an excellent benefits package
  • Flexible organization that supports positive work/life balance

Employment Requirements:

All offers of employment at Navian Hawaii are contingent on a candidate's successful completion of certain requirements which include:

  • A legally compliant background check
  • Drug Screen & Physical Exam
  • TB Clearance

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