customer service specialist surgery

Mercy Health BSMH•Toledo, OH

1d•Onsite

About The Position

Responsible for providing effective customer service by utilizing excellent interpersonal and communication skills. Provides a liaison between Perioperative Services, family members and other medical center departments. Conducts inpatient and outpatient registration.

Requirements

High School Diploma / GED
2-5 years of customer service experience.
Demonstrated excellent interpersonal and communication skills.
Must have an ability to work effectively and efficiently in a professional manner under stressful situations.
Must have a genuine interest in helping others.
Must maintain confidentiality of all protected medical and patient information.

Nice To Haves

Proficiency with computers is desirable.

Responsibilities

Greets visitors upon arrival to the waiting areas. Notifies appropriate parties of arrival. Provides supportive assistance to both the customers and departments within the organization regarding perioperative services.
Reviews pre-registration documentation 7 days ahead of scheduled procedure and communicates to leadership 48 hours in advance of any denials or pending approvals. Registers all patients for surgery, PAT, Cath Lab and other scheduled procedures.
Completes accurate patient demographic and insurance information. Places ID band. Performs POS collections and completes proper documentation in electronic record.
Provides sympathetic and courteous service to patients and maintains confidentiality. Interacts with family members, assesses and meets their needs. Keeps visitors informed as to delays and assists with setting expectations during visit. Alerts appropriate personnel to any visitor concern or problem.
Makes rounds to check patient progress and communicates back to family in waiting area. Communicates and oversees volunteers. Assists families to consultation rooms for physician meeting.
Obtain pre-op vital signs and weights as assigned. Assist with patient care as assigned by RN. Answer call lights. Transports patients. Cleans wheel chairs and stretchers.
Maintains confidentiality of patient issues and/or complaints. Does not discuss with other staff or community members.
Monitors physical environment in waiting room for visitor’s comfort (TV, noise level, reading material, etc.).
Maintains waiting area cleanliness.
Demonstrates behaviors consistent with Mission and Core Values.
Adheres to the standards and policies of the Corporate Responsibility Program, including the duty to comply with applicable laws and regulations, and reporting to designated Manager (or employer hotline) any suspected unethical, fraudulent, or unlawful acts or practices.
Embraces Standards of Behavior in order to provide and promote excellent customer service for both internal and external customers. Holds self and others accountable for behaviors that promote service excellence.
Adheres to all standards and policies regarding safety/patient safety initiatives.
Is responsible for all other duties as assigned.