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Patient & Guest Svcs Rep II
1 month ago
**Summary:**
**LOCATION:** Baystate Medical Center; Springfield MA
**SCHEDULE:** 645a-315pm Dayshift; 40hr per week; Every other weekend & every other holiday.
Under the direction of the Patient Relations & Guest Services Manager, receives and assesses requests from all significant customer constituencies: patients, providers, service areas, and payors. Analyzes customer requests and coordinates accurate and thorough information exchange. Provides accurate documentation following all established protocols. Collaborates with service area and acts as a liaison between Baystate Health and our external customers to satisfy customer requests. Performs responsibilities within established customer service standards
**Job Responsibilities:**
**1)** Processes all assigned admissions and related transactions within established monthly QA thresholds for Bed Management Dashboard, SMS, On-Line Survey, and E-mail boxes as assigned (CIS Physician Order Box, PCP Changes Box, Patient Status Corrections Box, On-Line Survey box)
**2)** Collects demographic, insurance, and clinical information necessary to appropriately place the patient
**3)** Processes all calls in a service-excellence-oriented manner. Adheres to call guides and flows. Communicates in a professional, respectful, and appropriate manner to all patients and/or family members as well as hospital staff.
**4)** Maintains call levels/call guides based on data from monthly telephone QA. Signs in and out of correct lines assigned.
**5)** Recognizes and communicates problems to the right person/system.
Offers constructive ideas/suggestions for solving problems.
**6)** Attends required in-service/meetings. Maintains resource materials. Applies acquired skills. Adheres to policies and procedures. Accepts, and encourages assessment and feedback from peers and supervisor
**7)** Complete all Circle of Life responsibilities:
Receives, documents Circle of Life information
Assist in preparation of Death Certificate as needed
Arranges and assist in telephone post-mortem authorization as needed
Verifies status, notifies Funeral Home or Medical Examiner, and completes documentation for release of expired patients to Funeral Home or Medical Examine
**8)** Complete admission functions for Wesson Women's Hospital.
**9)** Information resource to the facility.
**Required Work Experience:**
**1)** Minimum of 90 days experience as an ASR I
**2)** Successfully completed departmental orientation, and signed off by mentor in assigned product line
**3)** Completes assigned activities independently 90% of the time
**Preferred Work Experience:**
**1)** None Listed
**Skills and Competencies:**
1) Certified Medical Terminology obtained within one year of hire.
2) Keyboard skills and ability to type 25 wpm
3) Speak, read, and write English clearly and concisely using correct grammar and vocabulary
**Certifications:**
Certified Medical Terminology (preferred upon hire; obtain within one year of hire as a competency)
**THE ADVANTAGES OF WORKING WITH BAYSTATE**
+ Excellent Compensation High-quality, low-cost medical, dental and vision insurance
+ Generous PTO up to 25 days in the first year, with scheduled earned increases
+ Continuing education support and reimbursement
+ First Time Home Buyers Financial Packages
+ Farm Share Memberships
+ 403b retirement company match & annual company contribution increase based on years of service
+ Free money coach advice from a certified professional
+ Wellbeing programs that include but are not limited to mental, physical, and financial health
+ Pet, home, auto and personal insurance
+ Life insurance
+ Reimbursement for a variety of wellbeing activities, included but limited to gym membership and equipment, personal trainer, massage and so much more
+ Wellbeing programs that include but are not limited to mental, physical, and financial health
**We strive to be the place where we can help you build the career you deserve apply today YOU belong at Baystate**
**OUR COMPENSATION PHILOSOPHY**
We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.
**You Belong At Baystate**
At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.
DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.
**Education:**
GED or HiSET (Required)
**Certifications:**
Certified Medical Terminology - Other
**Equal Employment Opportunity Employer**
Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
