Customer Service Representative

Rush Memorial Hospital•Rushville, IN

24d•Onsite

About The Position

The Customer Service Representative is responsible for all duties associated with the front office and cashier-related functions in the Rehab Office. This position also performs medical record clerk duties on an as needed basis.

Requirements

Demonstrates ability to give and follow instructions accurately
Demonstrates effective interpersonal skills necessary to interact with various levels of health care personnel
Basic office procedures
Minimum of one year of previous clerical experience preferred
Must be able to work with and communicate with different types of people
Must be able to prioritize, utilize critical thinking, and adjust to change
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
Regular requirement to sit, stand, bend, walk, stoop, crouch, kneel, use hands to handle or feel; reach with hands or arms; talk; and hear
Regular requirement to lift and/or move 5-20 pounds; frequent requirement to lift and/or move 20-35 pounds; occasional requirement to lift > 35 pounds
Specific vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus
Speaking and listening skills are essential
Must be able to work under moderate amount of stress
Answers telephone in a timely and professional manner, as well as use of phone, fax, copier, scanner, email and how to page overhead
Schedules patient appointments and adjusts therapy staff schedules as necessary, using established scheduling guidelines
Collects and verifies patient insurance information
Collects and enters new patient demographics and updates existing patient information
Collects patient payments and/or co-payments and provides patient with receipt of transaction; documents transactions appropriately
Balances cash drawer daily; reconciles discrepancies as necessary
Orders office supplies weekly as needed
Documents patient information in appropriate areas
Preassembling of medical records as needed
Respond promptly to changes in workload, adjusting assignment as necessary to achieve optimal and efficiency
Demonstrates team attitude; offers assistance to co-workers to provide optimal patient care; solicits assistance from co-workers when necessary
Demonstrates efforts to maintain patient confidentiality as appropriate and per policy
Initiates and completes incident reports as necessary when extraordinary or unusual patient care or other situations occur
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
Oversees Medicare authorization process for the office and prints Medicare eligibility sheets
Obtains authorizations for release of patient Information and forwards to Medical Record Clerk as needed
Maintains effective channels of communication with other employees and patients
Takes appropriate action in problem situations to offset adverse effects
Projects a professional and positive attitude regarding the hospital
Attends 70% of scheduled staff meetings for 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 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 start of scheduled work time
Takes appropriate length of time for meal break
Maintains equipment assigned to 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, procedures in accordance with departmental responsibilities
Participates in the Continuous Quality Improvement Program (CQI) as it relates to ambulatory nursing practice to meet stated goals and objectives of the CQI Program by: Bringing potential problems to Director of Rehab’s attention, Assisting in data collection, Suggesting solutions to problems, Emphasizing, supporting and committing to CQI practices and processes, Taking action to assure CQI within areas of responsibility

Nice To Haves

High school diploma or equivalent preferred
Minimum of one year of previous clerical experience preferred

Responsibilities

Answers telephone in a timely and professional manner, as well as use of phone, fax, copier, scanner, email and how to page overhead
Responds to voicemail messages at least 2 times per day
Schedules patient appointments and adjusts therapy staff schedules as necessary, using established scheduling guidelines
Obtains and distributes reports, messages and supplies to appropriate persons
Collects and verifies patient insurance information
Collects and enters new patient demographics and updates existing patient information
Collects patient payments and/or co-payments and provides patient with receipt of transaction; documents transactions appropriately
Balances cash drawer daily; reconciles discrepancies as necessary
Performs Medical Record Clerk duties as necessary
Orders office supplies weekly as needed
Documents patient information in appropriate areas
Preassembling of medical records as needed
Respond promptly to changes in workload, adjusting assignment as necessary to achieve optimal and efficiency
Demonstrates team attitude; offers assistance to co-workers to provide optimal patient care; solicits assistance from co-workers when necessary
Demonstrates efforts to maintain patient confidentiality as appropriate and per policy
Assists in orientation process for staff members and volunteers in the department
Initiates and completes incident reports as necessary when extraordinary or unusual patient care or other situations occur
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
Performs other duties as assigned
Oversees Medicare authorization process for the office and prints Medicare eligibility sheets
Obtains authorizations for release of patient Information and forwards to Medical Record Clerk as needed
Maintains effective channels of communication with other employees and patients
Takes appropriate action in problem situations to offset adverse effects
Projects a professional and positive attitude regarding the hospital
Attends 70% of scheduled staff meetings for 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 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 start of scheduled work time
Takes appropriate length of time for meal break
Maintains equipment assigned to 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, procedures in accordance with departmental responsibilities
Participates in the Continuous Quality Improvement Program (CQI) as it relates to ambulatory nursing practice to meet stated goals and objectives of the CQI Program by: Bringing potential problems to Director of Rehab’s attention, Assisting in data collection, Suggesting solutions to problems, Emphasizing, supporting and committing to CQI practices and processes, Taking action to assure CQI within areas of responsibility