Patient Care Tech CNA Patient Service Rep Infusion

Intermountain Health•Riverton, UT

5d•$18 - $24•Hybrid

About The Position

The Patient Care Technician functions as a clinical support partner, assisting the patient care team by performing various tasks and procedures as instructed by a licensed professional. Additionally, the Patient Care Technician may assume the responsibilities of a Health Unit Coordinator. As a Patient Service Representative (PSR) you will serve as the first connection between Intermountain and patients. This role embodies Intermountain values and focuses on establishing collaborative relationships with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction. The PSR ensures a superior customer experience by identifying and resolving patient needs related to patient intake and care, which may include greeting and checking-in/out patients, as well as verifying information supplied by patients. This position will function as both a Patient Service Representative and a Patient Care Technician. Essential Functions for each are specified below. The position will float between Intermountain Medical Center, Riverton Hospital, Alta View, and a couple other clinics in the area.

Requirements

Current Nursing Assistant Certification (CNA) in the state of practice.
Basic Life Support Certification (BLS) for healthcare providers.
Excellent written and verbal communication skills.
Six months of customer service experience involving interactions with customers.
Demonstrated basic computer skills involving word processing and data entry.
Professional manner and strong interpersonal and communication skills.
Ability to work collaboratively with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction.
Ability to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers.

Nice To Haves

One year of customer service experience involving interactions with customers in person and by phone.
Billing and collections experience.
Computer literacy in using electronic medical records (EMR) systems and other relevant software.
High school diploma or GED preferred.
Multilingual

Responsibilities

Prioritize and deliver basic patient care, including toileting, bathing, linen and clothing changes, fresh water and ice, ambulating, comfort measures, and other patient needs, while providing excellent customer service when responding to patient and family requests.
Reports and records patient care findings and data in a timely manner. Reports changes in the patient condition quickly and secures qualified assistance as needed.
May perform telemetry duties as required based on the unit, and function as a patient care attendant by monitoring patients, addressing patient care needs, and collaborating with other members of the patient care team as required.
Transport medications from the delivery system to the RN as required when working on a clinical unit.
Collaborate and consult with the RN and other members of the interdisciplinary team to ensure optimal patient care.
May assume the responsibilities of a health unit coordinator, including answering phones, transcribing physician orders, managing unit records, organizing, stocking, and maintaining unit supplies.
Implements plan of care as delegated.
Performs assigned duties within Scope of Practice. Performs specialized procedures with skill validation and according to regulatory standards.
Fosters a safe environment by complying with the safety policy and taking appropriate action in an emergency.
Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs skills to ensure a superior customer experience by identifying and resolving patient needs related to patient intake and care.
Documents all phone calls accurately and completely in the electronic medical record (EMR).
Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
Registers patients over the phone or in person by confirming, entering, and/or updating all required demographic data on patient and guarantor on the registration system. Follows procedures when identifying patients.
Obtains copies of insurance cards, forms of ID, and signatures on all required forms. May verify information on appropriate accounts to determine insurance coordination of benefits, may include pre-certification/prior authorization .
Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care. Scans necessary paperwork and educates patient on financial assistance. Proactively requests payments from patients on current and past medical services. Receives and processes those payments following appropriate procedures for handling payments.
Stays current on role/responsibilities, updates etc. which may include reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work ques, attend clinic/service line meetings, review emails each shift, etc. to ensure the highest standard of performance is achieved.