Clinic Service Representative - Call Center - Jackson - Full Time - Days
Company: Henry Ford Health System
Location: Jackson
Posted on: January 23, 2023
Job Description:
GENERAL SUMMARY:
Under general supervision follows standard operating procedures for
all patient registration activities including patient reception,
face-to-face check in and check out, preregistration, insurance
verification, cash collections, chart reconciliation and patient
discharge. Actively contributes to an organizational culture
committed to the highest degree of service excellence standards to
all customer groups.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Provides World Class Service Excellence to patients:
- Warm patient greeting and closing. (AIDET)
- Performs Clinic Rounding per protocol.
- Service Recovery (HEART)
- Adheres to Chief First Impressions Officer (CFIO)
standards.
- Maintains Front Desk and Lobby Appearances according to
policy.
- Adheres to the CSR Dress Code at all times.
Performs all aspects of appointment scheduling including:
- Makes appointments for patients accurately and efficiently,
according to clinic protocols.
- Assists patients with any scheduling concerns.
- Returns patient calls if unable to make appointment at the time
of the patient interaction.
- Reschedules appointments as necessary.
- Follows policy for "no shows" and late patients, per clinic
protocol.
- Provides accurate detailed information to patients including:
arrival times and other necessary information.
- Creates and/or attaches necessary referral per protocol.
- Scans necessary documentation into the E-HR, including but not
limited to:
- Photo IDs
- Insurance cards
- HIPAA forms
- Treatment/procedure consent forms
- Financial consent forms
- Advance Beneficiary Notice (ABN) forms
- Advanced directives
- Guardianship papers
- Communicates effectively with providers regarding patient
scheduling issues as needed.
Provides accurate data collection and registration for all patient
visits which includes but is not limited to:
- Properly verifies and updates patient demographics.
- Properly verifies and updates patient emergency contact.
- Properly verifies and creates hospital account record
(HAR).
- Properly verifies and updates patient insurance coverage.
- Distributes appropriate information to new patients.
- Maintains knowledge of current computer updates and insurance
information.
Performs all aspects of Collecting Cash including:
- Responsible for handling cash, per clinic protocol.
- Collects copayments and/or prior balances and prepayments.
- Properly closes out Epic cash drawer daily.
- Balances end of day batches associated with credit card
machines.
- Assists patients with billing problems or inquiries.
- Follows standard operating procedures for Patient Payment
Policies.
Performs miscellaneous duties as assigned, including, but not
limited to:
- Extra duty assignments.
- Maintains business office equipment.
- Calls for repairs as assigned.
- Orders office supplies as assigned.
- Pay Grade G15
EDUCATION AND EXPERIENCE REQUIRED:
- High School Diploma or G.E.D. equivalent.
- Required to perform calculations, complete forms, extensively
utilize computer information system.
- Familiarity with clinic environment preferred.
- Demonstrated ability to work with detailed information.
- Requires interpersonal skills to deal effectively both over the
telephone and in person with patients, visitors, medical staff, and
other clinic and/or hospital personnel.
- Ability to perform a variety of tasks in a timely manner to
meet clinic staff and patient needs.
- Ability to discuss with patients their general financial
responsibilities and connect the patient with the Customer Service
Center at the Corporate Business Office.
- Ability to work successfully in a fast-paced environment with
frequent interruptions
- Ability to work within a team setting and be supportive of team
members.
- Successful completion of yearly competencies.
- Basic computer skills (i.e., knowledgeable opening
software/email, navigate on keyboard, logging in and out of
computer).
- Ability to work effectively with populations of diverse
backgrounds and ages.
- Dependable and punctual.
- Strong organizational skills and ability to multi-task.
Must meet or exceed core customer service responsibilities,
standards and behaviors as outlined in the HFHS' Customer Service
Policy and summarized below:
-
- Communication Ownership
- Understanding Motivation
- Sensitivity Excellence
- Teamwork Respect
Must practice the customer skills as provided through on-going
training and in-services. Must possess the following personal
qualities:
-
- Be self-directed
- Be flexible and committed to the team concept
- Demonstrate teamwork, initiative and willingness to learn
- Be open to new learning experiences
- Accepts and respects diversity without judgment
- Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
Clinic setting with some exposure to communicable diseases with
minimal exposure to noise, dust, &/or extreme temperatures.
Lifting no more than 20 pounds at a time, with frequent lifting or
carrying of objects weighing up to 10 pounds. May require a good
deal of walking or standing, and/or may require sitting most of the
time with some pushing/pulling of arm or leg controls.
Keywords: Henry Ford Health System, Ann Arbor , Clinic Service Representative - Call Center - Jackson - Full Time - Days, Other , Jackson, Michigan
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