Patient Customer Representative (PCR) – Part-Time

Accountabilities:

Appointment Scheduling

• Execute patient scheduling duties and document within the IDX system following provider specifics and scheduling guidelines.
• Collect necessary information from patient when scheduling and/or cancelling appointments and documents/updates information in EPIC/IDX system(s).
• Instruct patients on necessary preparations when booking appointments/testing using appropriate language to patient’s level of understanding guided by department protocols or provider/ nurse instructions.
• Transfers calls when appropriate in accordance to transfer policy.
• All communications with callers, internal and external, are conducted in accordance with department protocol, utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines.
• Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed. May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.

Check Out

• Acknowledge and assist patients with check out process.
• Review and provide After-Visit summaries to patients.
• Schedule follow up appointments for patients in the IDX/Web Advance system according to provider specifics.
• Order radiology/lab tests, as indicated by provider.
• Provide information related to MyChart and enroll upon patient’s request.
• All Check Out interactions are conducted in accordance with department protocol, utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines.

Administrative Duties

• Checks encounter and demographic forms for the following day and highlights the required information.
• Check IDX/Web Advance/EPIC systems for completed patient information; attaches all necessary forms: • PCP change • Treatment of minors • Verbal Release of Information • Autism Screening • Depression Screening • Registration • HIPAA
• Support patient scheduling/message documenting according to department/clinic procedures, scripting, and guidelines provided in the Communication and Documentation Policies.
• Monitor In-Basket for messages regarding Work-In appointments and telephone messages.
• Support procedure for Provider Bump List; notification calls and re-scheduling.
• Address and follow through on No-show appointments as procedure dictates.
• Retrieve and act upon radiology/lab test results and re-fill orders following department protocol.
• Ensure completion of all patient documentation within two full clinic business days after care and/or services have been provided according to the Missing Documentation policy guidelines.

Telephone Communication

• Answers the telephone promptly within 3 rings.
• Utilizes outlined departmental and clinic scripting/key words.
• Displays a courteous, alert and pleasant tone of voice, speaking clearly.
• Restates information to ensure clarity and accuracy.
• Transfers calls when appropriate, staying on the line and announcing where and why call was transferred. Exceptions to announcing the call would include when transferring to an ACD agent.
• Communicates effectively with internal and external customers
• Logs onto the ACD system at assigned time, utilizing reason codes when appropriate.

Performs a variety of practice management duties in a time effective manner to maintain and/or enhance department processes, and positively impact customer service.

• Addresses and works to resolve customer service issues utilizing behavioral expectation guidelines:

• Consistently recognizes problem situations that require action.

• Utilizes Service Recovery Standards, when necessary

• Delegate problems through proper channels and follows through to seek resolution and patient satisfaction.

• Serve as an advocate and liaison between patients, staff, providers and external customers by sharing necessary information to ensure continuity of care.
• Coordinate, sort and distribute information within the department; (mail, faxes, interoffice envelopes, etc.)
• Work to keep department, work stations and wait areas clean and orderly; void of food and drink.
• Place supply orders following unit procedures.
• Organize department supplies, as scheduled/warranted.
• Attend and participate in department/organization meetings, in-services, training, etc. as required.
• Knowledgeable of work and safety policies, procedures, protocols and changes to such, as related to position and employment expectations.
• Supports team environment by: • Performing additional duties, as needed. • Acting flexibly to rotate work stations to provide coverage, as warranted. • Using sound judgment to prioritize tasks.

Education Requirements:

• High School graduate or GED
• 1 year experience in a customer service position
• Healthcare experience preferred.

Knowledge, Skills & Abilities Required:

• Clear and professional communication skills.
• Functional PC skills with ability to learn various software programs.
• Typing speed of 25 wpm preferred with good accuracy.
• Pleasant and well-developed customer service and interpersonal skills.
• Strong team orientation.
• Understands concept of service recovery.
• Demonstrate potential to learn medical terminology.

Physical Requirements and Working Conditions:

MINIMUM LEVEL QUALIFICATIONS:

• Proven ability to work well independently and in a team environment.
• Flexible and willing to rotate workstations with ease.

COMPETENT LEVEL QUALIFICATIONS:

• Same as minimum, plus:
• Developing knowledge of medical terminology.
  General autonomy with regards to daily duties/tasks in all workstations of assign department.

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.