Patient Service Assistant – Patient Access

• Serves as the principle contact for the department. Customers include patients, visitors, general public, physicians, physician office staff, nursing and other entity employees.
• Maintains confidentiality in regards to patient personal/financial information and medical records. Determines whether patient information can be released (via telephone or in person) to nursing units, service departments, physicians, residents, visitors, insurance companies, law enforcement agencies, media and general public.
• Answers and screens incoming/clinical phone calls. Responds to a wide variety of questions and attempts to resolve issues regarding customer satisfaction as appropriate.
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner.
• Assists in meeting the needs of all visitors. This involves making housing arrangements for families and acting as a referral source for hospital-based programs.
• Maintains calendar of events for appropriate use in disseminating information. Maintains information relative to departmental and provider locations throughout the facility.
• Obtains consent signatures for general medical care/hospitalization, etc., for legally appropriate family member as required.
• Assists in admission or scheduling functions such as making identification (ID) bracelets for pre-admitted patients, performing medical record number searches, compilation of documents, etc.; tasks are appropriately prioritized, determining urgency and responding accordingly.
• Sorts and distributes department specific reports and forms to appropriate staff. Files and maintains department documents. Accepts and ensures delivery of packages or other items left at primary reception points.
• Completes registration process efficiently and accurately for patients accessing the facility for their health care needs.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• No experience required.

Knowledge, Skills & Abilities Required:

• Previous reception and/or clerical experience are preferred.
• Must have excellent customer relations, communication, and organizational skills with special attention to detail and the ability to adjust presentation to fit customer need.
• Basic computer skills with Microsoft Office products, Registrations Management Systems or similar products.
• Must be able to handle large workloads and many interruptions in a fast paced environment without direct supervision.
• Bilingual skills preferred.

Physical Requirements and Working Conditions:

• Sits, stands, walks, bends, twists and reaches above shoulder the majority of the work day or sits approximately 90% of the workday depending upon location.
• Frequently lifts up to 10 lbs. and occasionally lifts 50 lbs. This occurs when moving equipment and supplies and when transporting patients and/or charts.
• Sensory requirements include vision, hearing and touch.
• Exposed to a normal office environment with significant patient and public contact.
• Operates all equipment necessary to perform the duties of the job.
• Must be able to work a flexible schedule to support the needs of the department.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.