Job Title: Patient Service Representative

Reports to: Registration Manager

Status: Non-Exempt

Pay: To determine our range, we consider as many of the following data points as are available to us: external market salary survey data, internal data in terms of comparable roles and our budget for the position. What we have posted is our good faith estimate of what we expect to pay: $16-$19 an hour.

Summary: Patient Service Representative works as a member of the Registration team, reporting to the Registration Manager. This role provides customer service to patients and supports the patient experience throughout their time at GLMI. Effective communication between departments and exemplary patient care must be maintained. This role performs a variety of tasks beyond registering patients including; patient calls, documentation in charts, and assisting with both patient and other co-worker needs.

Our Values:

As a member of the team at GLMI it is expected that you embody the Great Lakes Way in your daily actions here.

Personalize the Experience

• Greet with eye contact and share a smile.
• Create a tone of friendliness and warmth in conversations with patients, peers, and associates.
• Respectfully interact with patients, peers, and associates at their pace and level.
• Take time to listen to and understand others.
• Demonstrate patience and compassion when interacting with patients, peers, and associates.
• Act on opportunities to go above and beyond.

Own it, Do it

• Do what you say you will do.
• Anticipate and prevent potential problems.
• Be responsible and efficient with Great Lakes resources (time, scheduling, property, equipment, etc.).
• Follow up on inquiries promptly and accurately.
• Take personal responsibility for your work area and the quality of your work.
• Communicate clearly, respectfully, and in a timely manner.

Perform as One Team

• Speak positively about Great Lakes, team members, and patients.
• Demonstrate respect and attentiveness to team members when communicating.
• Recognize and share successes of the Great Lakes Way in action.
• Proactively offer to help others.
• Be flexible and embrace change with a positive attitude.
• Contribute to a fun, energetic, and positive work environment.
• Practice blameless problem solving, assuming the positive intentions of others.

Strive for Excellence

• Share information, knowledge, and expertise.
• Be relentless about acting on opportunities to learn and improve.
• Ask for, accept, and use feedback.
• Look for and act on opportunities for continuous improvement.

Duties and Responsibilities include the following:

• Answer multi-line telephone system, take accurate messages, screen and direct telephone calls to the appropriate person in an efficient manner.
• Greet and identify patients and visitors as they enter the office in reference to the daily schedule and obtain additional patient information as needed.
• Request patients and visitors be seated in the waiting room in a courteous manner and communicate unexpected delays when necessary.
• Review patient charts to ensure proper documentation and information are enclosed in accordance with practice guidelines.
• Acquire necessary medical records and documents for patient charts by communicating via telephone, facsimile or in person with other office locations or office personnel.
• Maintain a neat and organized waiting room.
• Schedule patients for appointments and "re-call" appointments in an efficient and productive manner.
• Verify and confirm insurance(s) and authorizations.
• Receive payments from patients for services rendered and prepare bank deposits on a daily basis.
• Enter financial transactions and miscellaneous correspondence on computer.
• Perform other related duties as assigned.
• Overtime may be required, as needed (this is for non-exempt positions only)
• Include any and all physical requirements needed to perform position
• Other duties as assigned

Necessary Skills:

• Ability to perform each duty as listed above
• Strong computer skills including use of information systems and Google based programs
• Problem solving skills
• Strong oral communication skills including both phone and in person
• Strong customer service skills and diplomacy
• Experience in radiology or medical terminology preferred
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

• High School Diploma or Equivalent, prior administrative experience helpful.

Physical and Mental Requirements:

• May be asked to lift up to ­­­25 pounds
• Standing, walking, sitting, keyboard use for long periods of time
• Ability to listen and communicate with patients face to face or over the phone
• Will be required to read, write, work in a fast-paced office setting
• Ability to make decisions and think quickly
• Must have mental and physical capabilities to perform all tasks listed above