Customer Service Representativ in Portsmouth

Serves as an important front-line team member and coordinates activities related to admission of patients including the accurate recording of patient demographic data and exceptional service quality. Interacts with KDMC and KDOH team members, patients, insurance companies, physician offices and other hospital departments regarding patients' accounts and physician information.

DUTIES AND ESSENTIAL FUNCTIONS

• Listens to and honours patient and family perspectives and choices.
• Communicates and shares complete and unbiased information with patients and families in ways that are affirming and useful.
• Encourages and supports patient and family participation in care and decision-making at the level they choose.
• Courteously answers phone calls stating name and department, routes calls and provides information to internal and external customers, Team Members and medical staff.
• Facilitates guest and customer concerns by keeping patients and families informed.
• Confer with physicians, bed assignment personnel, nursing, environmental services, transport, and other Team Members to coordinate and schedule admission of patients.
• Answers telephone in a clear concise manner as directed per appropriate scripting.
• Periodically checks waiting area to make sure all patients have been checked in.
• Respects and incorporates the values, beliefs, and cultural backgrounds of patients and families.
• Provides timely, complete, and accurate information.
• Requests accommodation information based on physician's admitting orders, patient's preference, nature of illness, availability of space and other information, and enters bed assignment information into the computer.
• Greets patients, visitors, physicians and sales people and directs them to their proper destination.
• Prepares records of admission, transfer, and other required data.
• Notifies departments of patient's admission.
• Interviews a patient or patient's representative to obtain necessary personal and financial data to determine eligibility for admission.
• Explains Medical Center policies regarding deposits, parking, personal items and visitation.
• Provides patients/families with appropriate information regarding HIPAA, HIV, living wills and other information as required by state and federal guidelines.
• Operates main phone system by answering incoming, interoffice, patient information, and emergency calls.
• Maintains a list of Physicians on-call.
• Maintains record of personnel and departments by name and extension numbers.
• Monitors radios when necessary.
• Receives disaster information and notifies proper personnel and departments.
• Responsible for paging the “all clear” page when appropriate.
• Pages authorized personnel over intercom following established protocol.
• Alerts appropriate department regarding concerns or questions.
• Schedules and answers calls, schedules and pre-certs procedures as directed.
• Troubleshoots and resolves customer concerns involving such matters pertaining to centralized scheduling.
• Always maintains confidential information related to patients, Team Members, the Medical Center and department operations.
• This position is responsible for being as responsive as possible to the community without compromising the patients’ rights and preferences for privacy.

EDUCATION/LICENSE/CERTIFICATION/OTHER REQUIREMENTS

• Minimum requirement: High School Diploma or GED.
• Must be able to type 35 cwpm.
• Preferred qualifications: Associate’s Degree in Healthcare Administration or related field.

WORKING ENVIRONMENT

Works indoors in an office/clinic setting. The noise level is usually moderate.

PHYSICAL DEMANDS

• Constantly required to maintain a stationary position behind a computer.
• Frequently required to move about inside the department.
• Constantly required to communicate telephonically and face to face with colleagues and customers.
• Constantly required to operate a computer and telephone.
• Constantly required to lift and/or move up to 10 pounds.
• Frequently required to lift and/or move up to 25 pounds.
• Occasionally required to lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, colour vision, peripheral vision, and depth perception.