Location: Granite Run and Mount Joy
Job Summary:
The Patient Services position is responsible for creating a positive, kind and pleasant check in and checkout environment and experience for all patients. The person in this role is expected to communicate clearly and professionally with staff and management regarding problems that arise, offer suggestions to create and improve efficiency within the department and work collaboratively with co-workers, patients, business associates and management to assure customer satisfaction. They are also expected to accurately enter all data.
Duties/Responsibilities:
1. Greet all patients, business associates and visitors in a professional manner and direct them to their designated areas accordingly.
2. Greet each patient who has registered with Medical Check In by going to the waiting room and directing them to your appropriate station for registration.
3. Obtain all pertinent demographic information to include correct insurance information, copies of insurance cards/photo ID, required document signatures and enter into the system correctly.
4. Collect any co-payments that are due and attempt to collect any outstanding balance on account.
5. Provides all patients appropriate forms to complete for the physician prior to their visit.
6. Schedule new and follow up appointments for LOG physicians and LOG physical therapists as indicated per LOG scheduling protocols.
7. Provide patients with appropriate paperwork to include referrals, orders, work/school notes. Responsible to fax any work note per LOG work comp list.
8. Reconcile Daily Appointment Reports (DAR) all arrived doctor appointments and MRI appointments. Must be completed daily.
9. Responsible to reschedule or change any appointments for physicians or physical therapy when instructed to do so by a nurse, AA or management.
10. Electronically file (scans) out desk documents into patients charts daily.
11. Maintain assigned Patient Services work queues.
12. Responsible to answer Physical Therapy (PT) phone calls and return calls left on the PT voicemail daily.
13. Balance out cash drawer and ensure closing report is accurate at the end of each day.
14. Fax what is in the nurse fax out bin.
15. Keep workspace neat and professionally organized.
Lancaster Orthopedic Staff Expectations:
Job Knowledge You understand the job and information you need to be effective. You actively work to enhance your knowledge.
Work Quality You do the work well, consistently and strive to improve the quality of your work.
Attendance/Punctuality You demonstrate that you realize that punctuality and attendance impact patients, and your colleagues.
Productivity You use time efficiently and consistently complete your tasks in a timely fashion. You look for ways to become more productive.
Communication/Listening Skills This pertains to patients, colleagues, supervisors. Your communication is professional and productive. at all times?
Dependability You work to ensure that your colleagues and supervisor can trust that you will show up, do the work, and support them.
Collaboration/Teamwork Your behaviors support effective teamwork. You actively support your colleagues, always looking for ways to help all of us improve. You display effective problem-solving skills.
Service-Orientation Your behaviors reflect a consistent focus on improving the quality of care we provide and the patient experience. You look for opportunities to help patients, providers, and colleagues.
Lancaster Orthopedic Group Essential Standards:
Exhibits philosophy on non-discrimination when dealing with patient, co-workers and the general public in regard to race, national origin, gender or financial status.
Maintains the confidentiality of patients and their family members. Does not disclose information to any unauthorized person. Maintains strict confidentiality of client’s records.
Uses analytical skills to solve problems, make decisions and respond accordingly to the needs of patients and their family members, co-workers, clients and the general public.
Demonstrates the ability to read and communicate effectively, both verbally and in written form at a level equal to the specific job responsibilities.
Maintains professional conduct, appearance and usage of professional language and manners.
Exhibits personal responsibility in areas such as attendance, tardiness, accuracy, flexibility and time management.
Contributes to safety and security by being aware of policies, practicing Universal Precautions and reporting any unsafe conditions on a timely basis.
Attends the following mandatory in-service as required by policy:
o General Orientation on start date.
o Completes the mandatory educational programs.
o Other departmental in-services as required.
o OSHA Training
Possesses mathematical aptitude to function at a level equal to the specific job requirements.
Follows all Lancaster Orthopedic Group policies and procedures.
Supervisory Requirements:
The person in this role has no supervisory responsibilities. They are expected to work as a team and provide assistance to co-workers as needed.
Physical Requirements:
The Patient Services position is primarily a sedentary job. See the attached Lancaster Orthopedic Group Job Requirements for a detailed breakdown.
Education and Experience:
High school diploma or equivalent
6 months related experience in a medical office is preferred
Basic medical terminology beneficial
PC experience required
Valid Driver’s License is required