PATIENT SERVICE REP - Medical Oncology

Alliance Community Hospital

Patient-focused tasks include greeting patients, scheduling appointments, scheduling any ordered tests, validating demographics, updating insurance coverage, and collection of co-pays and account balances.

Hematology and Oncology specialty physician office. The office includes an infusion suite for patients receiving treatment ordered by our physician or physician assistant.

• High School Diploma or equivalent.

• 1 year of experience in a medical office setting, preferred.

• Computer skills desirable.

• Basic typing skills.

• Communicate well with a variety of clients in mature, courteous, and professional manner.

• Function independently and accurately with frequent interruptions.

• Able to multitask, and to independently move from one area to another providing assistance where needed on a daily basis.

• Problem solve and be able to handle patient inquires and questions in a tactful and courteous manner.

• Demonstrate ability to establish and maintain effective working relationships with patients, employees, and providers.

• Answer incoming telephone calls promptly in a professional and courteous manner.

• Learn daily functions of the check-in area which include but not limited to:
  • Prepares for patients’ arrival.
  • Review insurance for referral and/or co-payment requirements.
  • Collect payment on account balances owed by patient.
  • Maintains daily census.
  • Accepts and schedules all incoming consultations by phone.
  • Demonstrates understanding of customer service.
  • Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer.
  • Communicates in a professional and friendly manner.
  • Acknowledges visitors and accurately responds to routine requests for information.
  • Notifies nursing staff of apparent seriously ill patient on arrival and upon discharge.
  • Checks patients in by completing the following tasks:
    • Verification of patient demographics (name, address, phone number) every 6 months.
    • Confirmation of and updating insurance information each visit.
    • Initiation of required changes as necessary.
    • Notifying clinical personnel of patient’s arrival.
    • Collects co-pays, payment on account (cash, check, credit card).
    • Batches all payments, balances cash drawer daily.
    
    

• Coordinates patient’s discharge at the check-out are:
  • Schedules appointments.
  • Follow-up.
  • Consultations as ordered for each patient.
  • Coordinates and schedules all chemotherapy appointments.
  • Coordinates and schedules all “nurse only” appointments.
  • Schedules outpatient radiology and laboratory testing.
  
  

• Refers to Financial Counselors under the following circumstances:
  • Patient requires counseling regarding financial difficulties.
  • Patient requests/requires payment plan for account.
  • Tests that require prior approval.
  
  

• Miscellaneous duties:
  • Sorts and delivers departmental mail.
  • Notifies physicians of any incoming calls from referring physicians, retrieves chart for oncologist immediately.
  • Stocks area with paper, office supplies, appointment cards.
  • Other duties as assigned specific to department needs.
  
  

• New Patient Specialists (NPS)
  • Receive referrals by electronic transmission, fax, or by mail.
  • Acknowledge receipt to referring office.
  • Records are reviewed for completeness: notes, path, labs, imaging, other pertinent information. Referring office contacted if additional records needed.
  • New patient form is completed and attached to the records, then given to physicians for review.
  • Physicians mark priority/urgency of appointment on the form and return to PSR/NPS via designated inbox in department.
  • PSR/NPS locates available time on physician schedule.
  • Contacts patient with instructions.
  • NPS registers patients in systems.
  • Logs referrals on spreadsheet for tracking and coding.
  • New patient packet is sent to Medical Records to be scanned in chart for coding.
  
  

• Code of Conduct:
  • Maintains work area and lobby in neat and orderly manner.
  • Attends meetings as required.
  • Performs related work as required per department (See required duties specific to department).
  • Adapts to role changes in a positive manner.
  • Demonstrates ability to effectively function in other departments as needed.
  • Directs Pharmaceutical Representatives to the appropriate location.
  • Does not conduct personal business during working hours.
  • Does not eat or drink while visible to the public.
  • Answers telephones, takes messages and/or routes call appropriately.
  
  

• Health Caring Standards / Values:
  • Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible.
  • Exceed the expected and anticipate the unexpected by asking, “Is there anything else I or a fellow Colleague can do for you?”.
  • Always provide a comforting, timely, caring departure or discharge, and always say thanks for allowing us to serve.
  • Integrity, openness and fairness in all you do.
  • Teamwork.
  • Pride in the Department.
  • Individual creativity and Innovation.
  • Compassion and caring.
  • Maintain department and hospital standards and policies.

• Work eight hours a day.

• Lunch periods and breaks are coordinated with other staff members to maintain adequate department coverage

• Work is performed in a reception area. The position involves frequent contact with patients. Work may be stressful at times and require prioritization of . Interaction with others is constant. Frequent interruptions occur. Contact involves dealing with ill people.

Category II - Includes tasks that involve no exposure to blood, body fluids, or tissues, but employment may require performing unplanned Category I tasks. The normal work routine involves no exposure to blood, body fluids, or tissues by exposure or potential exposure may be required as a condition of employment. Appropriate protective measures will be readily available to every employee engaged in Category II tasks.

Demands

Frequency

Remarks

Lifting 0-10 lbs

Frequent 34-65%

Lifting 10-20 lbs

Occasional 10-33%

Lifting 20-35 lbs

Never

Lifting 35-50 lbs

Never

Lifting 50-75 lbs

Never

Lifting 75-100 lbs

Never

Lifting over 100 lbs

Never

Forward Reaching

Continuous 66% of the day

Overhead Reaching

Occasional 10-33%

Standing

Occasional 10-33%

Walking

Occasional 10-33%

Sitting

Continuous 66% of the day

Climbing

Never

Stairs/Ladder

Never

Bending/Stooping

Occasional 10-33%

Twisting/Turning

Occasional 10-33%

Kneeling/Squatting

Occasional 10-33%

Crawling

Never

Pushing/Pulling 0-10 lbs

Occasional 10-33%

Pushing/Pulling 10-20 lbs

Occasional 10-33%

Pushing/Pulling 20-35 lbs

Never

Pushing/Pulling 35-50 lbs

Never

Pushing/Pulling 50-100 lbs

Never

Pushing/Pulling over 100 lbs

Never

Carrying 0-10 lbs

Frequent 34-65%

Carrying 10-20 lbs

Occasional 10-33%

Carrying 20-35 lbs

Never

Carrying 35-50 lbs

Never

Carrying 50-100 lbs

Never

Carrying over 100 lbs

Never

Grasping/repetitive sustained

Frequent 34-65%

Fine motor coordination

Continuous 66% of the day

Vision: Near/Far/Color

Continuous 66% of the day

Hearing: ordinary conversation/other

Continuous 66% of the day