Customer Service Representative

4 weeks ago

Show Low, United States Summit Healthcare Association Full time

**General Position Summary**:
Responsible for providing organizational, patient support services for the Outpatient Pavilion. Greets, assists, guides, patients, families and visitors. Registers, pre-registers, attains demographic and insurance information; and provide financial services for all patients.

**Essential Functions / Major Responsibilities**:

- Uses A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank you) in every patient transaction.
- Greets patients with a smile
- States, “Welcome to Summit”
- Makes eye contact with every patient
- Uses the patient name in every conversation with the patient. (A)
- Answers phones in a pleasant, helpful manner
- Thanks patients. (T)
- Assists patients with Pre-registration/Registration
- Maintain an efficient patient flow through the check in process
- Collects co-pays, co-insurance, deductible, and payment on any outstanding balance for every patient.
- Responsible for daily balancing of payments received.
- Verifies patient information and updates as needed
- Explains processes such as registration and scheduling. Ensure that all of the patient’s questions are answered. (E)
- Introduce themselves (and coworkers when appropriate) to every patient. (I)
- Inform patient of delay in schedules and how long the wait will be. (D)
- Treats all patients and visitors with courtesy and respect
- Directs patients to appropriate department/area
- Keeps the check in area tidy and free from debris.
- Explain and enroll patients in the patient portal
- Ability to work under high pressure and volume
- Individual performance will be evaluated on a daily, monthly and annual basis
- Coordinates services with other departments.
- Supports the physicians as necessary.
- Meets CG-CAHPS performance goals.
- Maintains HIPAA compliance in all circumstances.
- Displays proper etiquette and mannerisms that reflect the SHINE Behavior Standards.
- Promotes the Patient Safety Standards as a core value of the organization.

**Secondary Functions**:

- Participates in departmental and association wide informational meetings and in-services, including staff meetings, association wide forums, and seminars.
- Reviews department and association wide policies and procedures annually.
- All other duties as assigned.

**Additional / Seasonal Responsibilities**:

- None

**Job Scope**:
This job involves:

- Regular and recurring work situations.
- A moderate level of complexity.
- Typical operation from established and well-known procedures.
- Performance of duties under moderate direction.

**Supervisory Responsibility**:
Customer Service Representative I: None.

**Interpersonal Contacts**:
Contacts:

- Are normally made with others both inside and outside the association.
- Are normally made with own department, staff, and supervisor as well as with other departments or locations.
- Frequently contain confidential/sensitive information necessitating discretion at all times.
- Includes discussing financial obligations with Community Clinic patients requiring diplomacy and discretion.
- Includes contact with staff, patients, and physicians.

**Specific Job Skills & Mental Activities**:
Must be service oriented and have excellent customer service skills, computer skills, organizational skills, multitasking skills, professional interpersonal skills, time management skills, the ability to prioritize work, and telephone etiquette.

Must be able to read, write, speak, and understand English. Must be able to type 35+ wpm.

**Competency**:
**90 days**
- Uses A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank you) in every patient transaction.
- Greets patients with a smile even on the phone
- States, “Welcome to Summit”
- Makes eye contact with every patient
- Uses the patient name in every conversation with the patient. (A)
- Answers phones in a pleasant, helpful manner
- Thanks patients. (T)
- Pre-registration/Registration of patient into Electronic Health Record (EHR).
- Collects co-pays, co-insurance, deductible, and payment on any outstanding Summit Healthcare balance for every patient.
- Responsible for daily balancing of payments received.
- Verifies insurance eligibility and benefits and coordinates insurance authorizations.
- Conducts accurate data entry (95% accuracy expected)
- Verifies patient information and updates as needed
- Schedules appointments and testing

**120 days**
- Explains processes such as registration and scheduling. Ensure that all of the patient’s questions are answered. (E)
- Introduce themselves (and coworkers when appropriate) to every patient. (I)
- Inform patient of delays and estimated wait time. (D)
- Treat all patients and visitors with courtesy and respect
- Keeps the lobby tidy and free from debris.
- Answers and distributes all phone calls, mail, and other correspondence.
- Maintains, collects, and distributes medical records.
- Prepares and verifies chart completions and registers patients.
- Appointment reminder calls.
- O

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