Patient Service Representative (PSR) – Family Medicine

Demonstrates customer satisfaction skills within the department and hospital as defined by the Advocate’s System’s goals

• Serves as patient advocate to ensure that patients and customers needs are met in a timely and efficient manner.
• Resolves patients and customers concerns immediately using the defined service recovery process
• Utilizes appropriate referrals and chain of command to resolve ongoing patient customer’s complaints (such as patient’s grievance process).
• Maintains positive relationships with all customers e.g., patients, significant others, physician, and associates.
• Reviews Patient Satisfaction data and participates in development of the team’s action plan for improvement in satisfaction
• Assists the patient in the scheduling of the Anesthesia Resident Clinic appointment.
• Assists the patient in the scheduling of the Nurse Assessment phone interview appointment.

Provision of quality care to patients in the practice team. Contributes to the design and implementation of improved processes to achieve quality and excellent patient care and service.

• Supports and provides information to patients, families and other health care team members
• Processes therapeutic and diagnostic orders of the physicians
• Obtains all necessary pre-operative lab work and history and physical.
• Communicates with nursing staff any major issues concerning completeness of patient’s chart.
• Maintains current list of physicians and utilizes identified logs and checklists.
• Communicates pertinent information to health care team.
• Ensures accurate maintenance of the patient’s medical record and all unit records.
• Responds to emergency plans as directed by the department/unit responsibilities.
• Maintains unit cleanliness.
• Management of unit supplies in a cost-effective manner.

Contributes to the practice, department and hospital innovation efforts to maximize excellence and build respect for services

• Submits improvement ideas for IMMC, its services, and participates in the implementation process as appropriate
• Identifies improvement ideas within scope of responsibility, and assumes accountability for implementation and communication of plans and results
• Participates in practice innovation opportunities and strategies.
• Utilizes creative measures to optimize customer satisfaction.

Establishment and achievement of self-development objectives and continued advancement of the practice team

• Assesses own learning needs. Seeks appropriate training and development. Sets own objectives and goals
• Demonstrates appropriate technical skills for clinical competency.
• As competence is demonstrated, may be asked to train new Associates to unit functions and responsibilities.
• Participates in unit and hospital committees
• Participates in development of other team member’s technical and interpersonal skills to improve patient care.

Participates in an environment within the practice team that supports management philosophy, IMMC strategic plans and Advocate Healthcare strategies

• Fosters an environment where IMMC values can flourish: Compassion – Care of the whole person Equality – Everyone is respected Excellence – Empowered to improve Partnership – Pooling of talents as a team Stewardship – Sensible use of resources
• Participates with other Associates to create a cooperative team environment
• Actively participates in unit meetings. Provides positive suggestions for improvement of the team.
• Communicates and collaborates effectively with physicians, nurses, directors and other healthcare members to assure delivery of quality care in a high stress environment.
• Participates in implementing planned changes and activities to improve nursing services, working environment and patient care as directed by the team.
• Holding self and others accountable for clinical practice and customer service initiatives.
• Participates in recognition efforts to team and hospital.

Participates in implementing improvements to the team productivity

• Flexibility in work hours to accommodate needs of the unit.
• Suggests productivity improvement ideas using best practices.
• Participate in inventory, ordering, and distribution of clerical and unit supplies
• Maintain a current supply of patient forms including disposition of outdated forms per document control guidelines.

Contributes to cost containment and business growth initiatives of the practice team.

• Responsible for efficient utilization of all resources within scope of practice.
• Communicates inventory needs adjustments to leader
• Participates in cost containment practice strategies.

Education/Experience Required

• High school graduate.
• Knowledge of medical terminology is preferred.
• One to two years previous health facility clerk experience or other related exp.

Knowledge, Skills & Abilities Required

• Knowledge of computer keyboard.
• Good communication and telephone skills.

SPECIAL JOB CHARACTERISTICS REQUIRING ACCOMMODATIONS

• Ability to successfully complete unit-based training for SDS Representative.
• Ability to demonstrate a commitment to patient-focused care.
• Fast-paced environment with established time constraints.
• May be exposed to hazardous materials and life-threatening diseases.
• Ability to handle unit equipment and materials is required.
• Ability to rotate shifts to provide coverage.
• Performance of essential job functions typically requires walking, standing, bending, and lifting throughout the shift. Heavy lifting may be required.
• Ability to handle multiple tasks and complete work within short timeframes.

If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

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.