Customer Service Representative

Rush Memorial Hospital•Rushville, IN

3d•Onsite

About The Position

The 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 is also responsible for managing phone calls. Schedules patient appointments and directs patients appropriately to the correct departments. May work in many areas throughout the outpatient offices (Healthcare Associates, Pediatrics, Walk-In Care, RMH Specialists, Medical Specialty Services), and Admissions/Call Center 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
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 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.
Exceptional speaking and listening skills are essential.
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.

Nice To Haves

Assists in orientation process for staff members and volunteers in the department
Serves as a change agent, assisting all staff in understanding the importance, necessity, impact and process of change

Responsibilities

Facilitates the patient registration flow, including patient identification, gathering demographic and financial information, securing 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.
Answers telephone in a timely and professional manner.
Scans documents following established quality standards.
Processes reporting to verify accuracy of insurance information of 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.
Assists in the orientation process for staff members and volunteers.
Initiates and completes incident reports as necessary.
Serves as a change agent, assisting 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 patient payments and/or co-payments and provides receipts; documents transactions appropriately.
Balances cash drawer daily and reconciles discrepancies.
Verifies patient appointments with a 48-hour advance notice.
Prepares patient paperwork for next day's appointments.
Documents patient information in appropriate areas.
Oversees Medicaid authorization process for the office and prints Medicaid Eligibility sheets.
Obtains authorizations for release of patient information and forwards to Medical Records.
Schedules drug representative and other lunch appointments for providers as directed.
Participates in the Continuous Quality Improvement Program (CQI) by bringing potential problems to the coordinator’s attention, assisting in data collection, suggesting solutions, and emphasizing, supporting, and committing to CQI practices and processes.