PATIENT SERVICE REP

Aultman Hospital

In order to fulfill the responsibilities of this position, access to the following information is required: Medical Records/Patient Demographics.

• High school diploma or G.E.D.

• Excellent communication skills are required. Must be able to communicate to customers in a friendly, professional manner. Problem solving: The duties of the job follow established procedures with some variation in judgment required, especially when dealing with patients and in recognizing proper charge relationships. The incumbent must be able to handle patient inquiries and questions in a tactfully, courteous manner. Must be able to speak clearly and concisely. Must demonstrate the ability to read, understand and follow oral and written instructions. Demonstrates ability to accurately sort and file materials by alphabetic or numeric systems. Demonstrates ability to establish and maintain effective working relationships with patients, employees and the general public.

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

• Learn daily functions of the check-in and checkout areas in various Oncology Departments.

• Able to provide staffing relief at the Information/Welcome desk in the Timken Family Cancer Center. Directing/Walking patients to correct locations and acting as a customer service representative when needed.

• Check in duties include but are not limited to:
  • Prepares for patients’ arrival
  • Review insurance for referral and/or co-payment requirements
  • Maintains daily census
  • Demonstrates understanding of customer service.
  • Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer.
  • Communicates in 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)
    • Confirmation of and updating insurance information each visit
    • Initiation of required changes as necessary
    • Notifying clinical personnel of patient’s arrival
    
    

• Check-out duties include but are not limited to:
  • Schedules appointments
    • Follow-up
    • Consultations as ordered for each patient
    • Coordinates and schedules all follow up appointments
    • Schedules outpatient radiology and laboratory testing
    • Refers to Financial Counselor under the following circumstances:
      • Patient requires counseling regarding financial difficulties
      • Patient requests/requires payment plan for account
      • Tests that require prior approval
      
      

• Miscellaneous duties:
  • Verifies patient schedules and ensures that all required documentation and testing results are available for the physician
  • Reschedules appointments when necessary if testing or follow up information is not available
  • Sorts and delivers departmental mail
  • Notifies physicians of any incoming calls from referring physicians
  • Stocks area with paper, office supplies, appointment cards.
  • Other duties as assigned specific to department needs
  • Answer incoming telephone calls promptly in a professional and courteous manner.
  
  

• 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.
  
  

• Patient-focused tasks include greeting patients, completing check in processes, scheduling appointments, scheduling ordered tests, validating demographics, updating insurance coverage.

• In order to fulfill the responsibilities of this position, access to the following information is required: Medical Records/Patient Demographics

• Work is performed in a reception area. The position involves frequent contact with patients. Work may be stressful at times. 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

Frequent 34-65%

Lifting 20-35 lbs

Occasional 10-33%

Lifting 35-50 lbs

Occasional 10-33%

Lifting 50-75 lbs

Occasional 10-33%

Lifting 75-100 lbs

Occasional 10-33%

Lifting over 100 lbs

Occasional 10-33%

Forward Reaching

Continuous 66% of the day

Overhead Reaching

Continuous 66% of the day

Standing

Continuous 66% of the day

Walking

Continuous 66% of the day

Sitting

Continuous 66% of the day

Climbing

Occasional 10-33%

Stairs/Ladder

Occasional 10-33%

Bending/Stooping

Continuous 66% of the day

Twisting/Turning

Kneeling/Squatting

Crawling

Pushing/Pulling 0-10 lbs

Occasional 10-33%

Pushing/Pulling 10-20 lbs

Occasional 10-33%

Pushing/Pulling 20-35 lbs

Occasional 10-33%

Pushing/Pulling 35-50 lbs

Occasional 10-33%

Pushing/Pulling 50-100 lbs

Occasional 10-33%

Pushing/Pulling over 100 lbs

Occasional 10-33%

Carrying 0-10 lbs

Carrying 10-20 lbs

Carrying 20-35 lbs

Carrying 35-50 lbs

Carrying 50-100 lbs

Carrying over 100 lbs

Grasping/repetitive sustained

Occasional 10-33%

Fine motor coordination

Occasional 10-33%

Vision: Near/Far/Color

Continuous 66% of the day

Hearing: ordinary conversation/other

Continuous 66% of the day