Phone Ambassador Clinic

Job Summary

Under general supervision, is responsible for representing Roosevelt General Hospital and Clinic (RGH) as an exemplary organization in the region.  Phone Ambassadors will be the embodiment of the organization’s mission, vision and values. They will answer all incoming calls to RGH Clinic and greet each caller with a positive, cheerful attitude, serving as the main communications person for the department. The candidate will schedule patients for clinic visits, answer questions regarding RGH services, and transfer calls to different departments within the facility as needed. They will coordinate clerical, registration/admission and communication for efficient and effective operations of the department. The candidate will obtain comprehensive information to protect the patient’s well-being and the financial interest of the institution.

Essential Job Responsibilities

• Promote the mission, vision, and values of the organization
• Greet all patients, families and hospital visitors with a positive, cheerful attitude
• Be knowledgeable on all of RGH’s services
• Serve as a main communications person for the department, answering and placing phone calls, taking and relaying messages for clinical staff, and transferring calls as needed
• Handles high call volumes efficiently while maintaining professionalism
• Schedule, reschedule, and cancel patient appointments using clinic software
• Assists patients in setting up their online health portal access
• Update patient records and ensure confidentiality of sensitive information
• Answers all calls in a timely manner
• Refers self-pay patients to financial counselor for screening/payment arrangements
• Enters relevant information into computer system
• Assists patients with questions concerning their insurance coverage
• Explains hospital/clinic regulations, such as visiting hours, payment of accounts, charges, etc.
• Cross-train as needed and support front-desk staff with overflow tasks, as needed
• Ensures department is adequately stocked with necessary clerical supplies, forms, etc. and maintains a neat and orderly work area
• Establish and maintain relationships with identified service providers

Non-Essential Functions

• Performs other duties as assigned.

Roosevelt General Hospital (RGH) is committed to providing safe, quality care to patients.  Employees are required to adhere to the Values of RGH.

Integrity: 

We conduct ourselves in an ethical and responsible manner.  We handle each encounter, whether with patients, families or co-workers, with transparency, respect and honesty.  Our actions are aligned with our values.

Learning: 

We believe that growth is enhanced by knowledge and skills. Creating knowledge and skills through teaching and learning is important to us and the healthcare industry. We recognize that learning continues throughout our lives and see learning as essential to keep staff competent. We know that learning changes minds and lives to better serve our patients.

Innovation: 

We continuously seek cutting edge equipment, techniques and training to stay at the forefront of health care. We believe being a rural health care facility does not limit our ability to provide world class, innovative health care.

Kindness: 

We believe in treating others as we would want to be treated. We want to serve each person with genuine compassion, understanding, and kindness, as if they are members of our own family. This sometimes means extending extra grace to others when they don’t treat us the same.

Excellence: 

We strive to be the model facility of quality and safety for our patients and staff alike. We hold each other accountable to the highest standards. We want to be the best at what we do.

Unity: 

We stand united in our efforts to provide the best care possible for our patients. We recognize healthcare is no longer dependent on a single provider but is a team sport in which all members play an important role. We support each other and respect the unique skills each person possesses. We also stand in unity with our community and commit to collaborative partnerships for the good of all.

Qualifications

• High school graduate or equivalent
• Medical terminology knowledge preferred.
• Basic computer knowledge
• Typing speed: minimum 40 wpm, computer knowledge 
• Bilingual preferred

Professional Requirements

• Adhere to dress code, appearance is neat and clean.
• Complete annual education requirements.
• Maintain patient confidentiality at all times. 
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Maintain regulatory requirements, including all state, federal and local regulations. 
• Represent the organization in a positive and professional manner at all times.
• Comply with all organizational policies and standards regarding ethical business practices.
• Communicate the mission, ethics and goals of the organization.
• Participate in performance improvement and continuous quality improvement activities.
• Attend regular staff meetings and in-services.

Knowledge, Skills, and Abilities  

• Knowledge of medical insurances (Medicare, HMO’s, PPO’s, commercial), EMTALA regulations, hospital billing and collection process
• Must have an enthusiastic and positive attitude
• Possess a genuine desire to help RGH become an exemplary hospital in the surrounding community and the state
• Ability to work independently, exercise creativity, be attentive to detail, and maintain a positive attitude
• Ability to manage multiple and simultaneous responsibilities and to prioritize duties/tasks
• Ability to initiate communication with patients, their families and hospital visitors
• Must have excellent customer service and communication skills with the ability to effectively calm patients and be able to deal with distressed and/or agitated patients and their families
• Must have a professional demeanor and excellent public relations skills
• Willingness to develop or improve public speaking skills
• Must have excellent written skills with knowledge of medical terminology
• Must be dependable and on time 
• Possess good 'people skills' for building relationships with colleagues at all levels 
• Ability to plan and prioritize workload to meet deadlines 

Physical Requirements and Environmental Conditions  

• Work is performed during regular work hours, but may require overtime and/or weekend hours to meet deadlines
• Work in varying degrees of temperature (heated or air conditioned)
• Work under extreme pressures
• Position requires sitting for approximately 4-8 hours per day and walking for 2 hours per day
• Position requires light to moderate work with 50 pounds maximum weight to lift and carry
• Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing