JOB DESCRIPTION: Serves as the focal point for all visit management initiatives within the department. Contingent on daily visit volume will perform key front-desk functions, visit charge entry, or appointment verification. In all tasks, this position will serve as the key customer service and patient relations ambassador, serving as a primary conduit of information between patients and key staff. This position contains technical aspects, but requires high-level customer service skills, excellent interpersonal and communication skills, and a high degree of independent decision-making. This position also plays a key role in the charge capture and revenue cycle process. Serves as a visit facilitator directly interacting with patients/family and clinic staff. Greets patients and expedites check-in. Serves as the primary communication contact between the clinic staff and patients, regarding clinic flow. Provides key information to patients relating to the visit experience and set expectations. Continually keeps patients apprised of any waits and delays that might occur, and works to provide alternatives as necessary. Performs the technical duties relating to visit management not performed prospectively by Financial Clearance, including collation of visit-specific paperwork, patient check-in/arrival, patient check-out, payment collection and posting, and scheduling of future appointments. Participates as a key contributor to the Press Ganey patient satisfaction initiatives within the department. Assists in analysis of quarterly scores and in developing programs designed to improve deficiencies. Interviews patients to obtain the necessary personal, medical, and third party claims information, when necessary. Enters visit data, including CPT codes, ICD-9 codes, and charges into IDX, as listed on the patient encounter forms. In all patient contact, establishes a proactive rapport with patients/family members by treating them as important guests and extending gracious hospitality. Models and ensures Emory Healthcare customer service and Professional Practice standards are met or exceeded. Work closely with clinical staff to fill any appointments vacated by confirmed cancellations to maximize clinic efficiency and improve patient access. Posts and balances all inpatient and surgical charges into IDX. Reconciles front desk deposits. Resolves front end TES edits. Ensures adequate coverage and acts as a back-up when necessary. Maintains and updates master schedules according to PASS policies. Performs service observation to ensure compliance with TEC policies and procedures and provides feedback to staff and supervisor. Ensures staffs compliance with all training expectations. Effectively utilizes monitoring tools to accurately assess staff performance and implements change when necessary. Provides explanation of policies and procedures as necessary. Assists as needed in any priority situation. Satisfactorily resolves customer service issues and complaints.
MINIMUM QUALIFICATIONS: Minimum 5 years of customer service experience. Healthcare or customer service industry experience preferred. Excellent written and oral communication skills. Professional, caring approach strong interpersonal and problem solving skills. Successfully completed 12 months as a PSC. Successful completion of all Central Casting training requirements including certification and on-line recertification. Successful completion of EHC medical terminology course.
PHYSICAL REQUIREMENTS: 1-10 lbs 0-33% of the work day (occasionally), negligible 34-66% of the workday (frequently), negligible 67-100% of the workday (constantly). Lifting 10 lbs max, carrying of small articles such as dockets, ledgers, files, small tools, occasional standing & walking, frequent sitting, close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste. chemicals/gases/fumes/vapors, communicable diseases, electrical shock, floor surfaces, hot/cold temperatures, indoor/outdoor conditions, latex, lighting patient care/handling injuries, radiation, shift work, travel may be required, use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.