ED Customer Service Specialist (Full Time/Day Shift)
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About The Position
The position involves providing complete and accurate patient identification, arrival, registration, insurance verification, and visitor management within the Emergency Department. The individual in this role must be capable of coordinating and communicating effectively during increased volumes, particularly with complex patients or medical/social situations. The role requires collaboration and effective communication with members of the interdisciplinary team within the Emergency Department to ensure an excellent patient experience and facilitate care. Key responsibilities include performing accurate patient arrivals via walk-ins, EMS, or law enforcement, which involves active verification of identity during the armband process. The individual will also be responsible for screening, logging, and badging patient visitors in the Visitor Management system according to established policies. Managing the patient paging system to inform patients and visitors of next steps in care is also a critical function. The position requires complete and accurate bedside patient registration across all areas of the Emergency Department, including Fast Care, Main, and Behavioral Health. This includes verifying demographics, emergency contacts, guarantor information, and insurance coverage. The individual will also be involved in bedside registration of trauma patients in the Trauma Bay, which necessitates active verification of patient identification in collaboration with clinical staff, law enforcement, and EMS in a high-stress, fast-paced environment. The role demands the ability to adapt and perform during high volumes and/or high patient acuity, serving both stable and critical patients while maintaining professionalism. Additional responsibilities include assisting patients and visitors with waiting room management tasks, facilitating Emergency Department phone calls, managing patient complaints, and supporting Point of Service Collections. The individual will also perform electronic and manual verification of insurance coverage, scan legal IDs and insurance cards into medical records, and complete documentation for compliance and regulatory needs. Overall, the position is essential for ensuring a smooth and efficient operation within the Emergency Department, contributing to patient care and satisfaction.
