Customer Svc Representative, Full Time, Day Shift

The following information is designed to outline the functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained. Essential functions may change based on organizational need.   General Position Summary:   Responsible for providing organizational, patient support services for the Outpatient Surgery Center.

Greets, assists, guides, patients, families and visitors. Registers, pre-registers, attains demographic and insurance information; and provide financial services for all patients.   Essential Functions / Major Responsibilities: ·          Uses A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank you) in every patient transaction.

  ·          Greets patients with a smile o    States, “Welcome to Summit” o    Makes eye contact with every patient o    Uses the patient name in every conversation with the patient. (A) o    Answers phones in a pleasant, helpful manner o    Thanks patients.

(T)   ·          Assists patients with Pre-registration/Registration ·          Maintain an efficient patient flow through the check in process ·          Collects co-pays, co-insurance, deductible, and payment on any outstanding balance for every patient.

  o    Responsible for daily balancing of payments received. ·          Verifies patient information and updates as needed ·          Explains processes such as registration and scheduling. Ensure that all of the patient’s questions are answered.

(E) ·          Introduce themselves (and coworkers when appropriate) to every patient. (I) ·          Inform patient of delay in schedules and how long the wait will be . (D) ·          Treats all patients and visitors with courtesy and respect ·          Directs patients to appropriate department/area ·          Keeps the check in area tidy and free from debris.

·          Explain and enroll patients in the patient portal ·          Ability to work under high pressure and volume ·          Individual performance will be evaluated on a daily, monthly and annual basis ·          Coordinates services with other departments.

·          Supports the physicians as necessary. ·          Meets CG-CAHPS performance goals. ·          Maintains HIPAA compliance in all circumstances. ·          Displays proper etiquette and mannerisms that reflect the SHINE Behavior Standards.

·          Promotes the Patient Safety Standards as a core value of the organization.     Secondary Functions: ·          Participates in departmental and association wide informational meetings and in-services, including staff meetings, association wide forums, and seminars.

·          Reviews department and association wide policies and procedures annually. ·          All other duties as assigned.