Customer Service Representative - Registration

Rush Memorial Hospital•Rushville, IN

11m•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, maintain composure in all situations, possess professional demeanor, able to adjust to change, ability to problem solve and work independently and ability to work under stressful conditions, ability to remain focused and attention to detail.
Computer systems, typing, public relations, basic office clerical duties.
High school diploma required and/or enrolled in an accredited nursing program
Is accountable for facilitating the patient’s access into the hospital in a professional manner
Promotes good public relations through contact with patients, visitors, vendors and fellow employees and other phone contacts.
Must preserve the confidentiality of patient and hospital information.
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 use hands to fell; reach with hands or arms; talk; and hear.
Frequent requirement to bend at the waist, walk and stand, motor coordination and finger dexterity required to manipulate calculating and computer keyboards.
Specific vision requirements include color vision.
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.
Exceptional speaking and listening skills are essential.
Work involves a variety of changing activities; constant interruptions.
Must be able to work under stress; 50% of working time.
Must assist in maintaining the noise level in this work environment to a minimum.

Responsibilities

Updates patient insurance and demographic information appropriately
Register’s patients and follows registration policies and procedures
Answers telephone in a timely and professional manner, as well as use of phone, fax, copier, scanner, email and how to page overhead
Appropriately scans documents, following established quality standards
Effectively processes reporting to verify accuracy Of insurance information of registered patients
Provides effective communication to RMH On-Call Employees (including physicians, nursing staff, Information Services staff and Maintenance staff)
Orders office supplies as needed
Respond promptly to changes in workload, adjusting assignment as necessary to achieve optimal patient care and efficiency
Demonstrates team attitude; offers assistance to co-workers to provide optimal patient care; solicits Assistance from co-workers when necessary
Maintains patient confidentiality 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
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 guests 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
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 copays when instructed to by billing department as needed
Balances cash drawer daily, reconciles discrepancies as necessary
Prepares patient paperwork for next day's appointments.
Order office supplies as needed.
Documents patient information in appropriate areas.
Responds promptly to changes in workload, adjusting assignment as necessary to achieve optimal efficiency.
Demonstrated team attitude; offers assistance to co-workers to provider 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 member and volunteers in 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.
Follows Medicaid authorization process and prints Medicaid Eligibility sheets.
Verifies insurance as needed for registration process
Bringing potential problems to coordinator’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