Customer Service Representative - Registration

Rush Memorial Hospital•Rushville, IN

9d•Onsite

About The Position

The Customer Service Representative (CSR) is an important position as it initiates the entire patient experience. CSR facilitates the patient registration flow, including such activities as patient identification; gathering demographic information; securing accurate financial information; obtaining required signatures and documents; and entering registration data into hospital information computer system. The CSR must be extremely friendly and customer service focused. Attention to detail and great customer service skills are essential in this position. The CSR is also responsible for managing phone calls. Schedules patient appointments and directs patients appropriately to the correct departments. This is a dynamic position that will allow the CSR to assist patients in many different ways and by utilizing many personal and professional skills.

Requirements

Ability to prioritize.
Good communication and interpersonal skills.
Ability to maintain composure in all situations.
Possess professional demeanor.
Able to adjust to change.
Ability to problem-solve and work independently.
Ability to work under stressful conditions.
Ability to remain focused and attention to detail.
Knowledge of computer systems.
Typing skills.
Knowledge of public relations.
Knowledge of basic office clerical duties.
High school diploma required.
Must be enrolled in an accredited nursing program.
Must preserve the confidentiality of patient and hospital information.
Must be able to utilize critical thinking.
Must be able to reason and use logical problem-solving skills.
Performs duties that require some latitude for independent judgment and initiative in handling situations out of the ordinary.
Exceptional speaking and listening skills are essential.
Must be able to work under stress; 50% of working time.

Nice To Haves

Assists in maintaining the noise level in this work environment to a minimum.
Could be subject to infectious diseases, cuts, abrasions, burns and punctures.

Responsibilities

Facilitates the patient registration flow, including patient identification, gathering demographic and financial information, obtaining signatures and documents, and entering registration data into the hospital information computer system.
Manages phone calls, schedules patient appointments, and directs patients to the correct departments.
Updates patient insurance and demographic information appropriately.
Registers patients and follows registration policies and procedures.
Answers telephone in a timely and professional manner.
Scans documents following established quality standards.
Processes reporting to verify accuracy of insurance information for registered patients.
Provides effective communication to RMH On-Call Employees.
Orders office supplies as needed.
Responds promptly to changes in workload, adjusting assignments as necessary to achieve optimal patient care and efficiency.
Demonstrates team attitude; offers assistance to co-workers and solicits assistance when necessary.
Maintains patient confidentiality per policy.
Assists in the orientation process for staff members and volunteers in the department.
Initiates and completes incident reports as necessary.
Serves as a change agent, assisting all staff in understanding the importance, necessity, impact, and process of change.
Follows guidelines of duties by Job Classification List.
Collects and verifies patient insurance information.
Collects and enters new patient demographics and updates existing patient information.
Collects copays when instructed to by the billing department as needed.
Balances cash drawer daily and reconciles discrepancies as necessary.
Prepares patient paperwork for next day's appointments.
Documents patient information in appropriate areas.
Follows Medicaid authorization process and prints Medicaid Eligibility sheets.
Verifies insurance as needed for the registration process.
Participates in the Continuous Quality Improvement Program (CQI) by bringing potential problems to the coordinator’s attention, assisting in data collection, and suggesting solutions to problems.
Attends 70% of scheduled staff meetings for the primary work area during the year.
Attends mandatory in-service and educational offerings.
Seeks opportunities for self-development and identifies areas of improvement.
Conducts self in a professional manner acting as a role model while practicing and promoting effective guest relations.
Observes hospital dress guidelines and wears ID badge.
Provides proper notification for absence and tardiness and is punctual for the start of scheduled work time.
Takes appropriate length of time for meal break.
Maintains equipment assigned to the department and reports malfunctions appropriately.
Complies with hospital policies and procedures.
Completes projects and assignments on a timely basis.
Participates in emergency procedures, fire drills, evacuation procedures, and internal/external disaster plans, mock codes, and procedures in accordance with departmental responsibilities.
Obtains and distributes reports, messages, and supplies to appropriate persons.