Patient & Guest Service Rep R39409

Baystate Health•Springfield, MA

38d•$18 - $24•Onsite

About The Position

Under the direction of the Patient Relations & Guest Services Manager, receives and assesses requests from all significant customer constituencies: patients, providers, service areas, and payors. Analyzes customer requests and coordinates accurate and thorough information exchange. Provides accurate documentation following all established protocols. Collaborates with service area and acts as a liaison between Baystate Health and our external customers to satisfy customer requests. Performs responsibilities within established customer service standards

Requirements

Minimum of 90 days experience as an ASR I
Successfully completed departmental orientation, and signed off by mentor in assigned product line
Completes assigned activities independently 90% of the time
Certified Medical Terminology obtained within one year of hire.
Keyboard skills and ability to type 25 wpm
Speak, read, and write English clearly and concisely using correct grammar and vocabulary
GED or HiSET (Required)
Certified Medical Terminology - OtherOther

Nice To Haves

None Listed
Certified Medical Terminology (preferred upon hire; obtain within one year of hire as a competency)

Responsibilities

Processes all assigned admissions and related transactions within established monthly QA thresholds for Bed Management Dashboard, SMS, On-Line Survey, and E-mail boxes as assigned (CIS Physician Order Box, PCP Changes Box, Patient Status Corrections Box, On-Line Survey box)
Collects demographic, insurance, and clinical information necessary to appropriately place the patient
Processes all calls in a service-excellence-oriented manner. Adheres to call guides and flows. Communicates in a professional, respectful, and appropriate manner to all patients and/or family members as well as hospital staff.
Maintains call levels/call guides based on data from monthly telephone QA. Signs in and out of correct lines assigned.
Recognizes and communicates problems to the right person/system.
Offers constructive ideas/suggestions for solving problems.
Attends required in-service/meetings. Maintains resource materials. Applies acquired skills. Adheres to policies and procedures. Accepts, and encourages assessment and feedback from peers and supervisor
Complete all Circle of Life responsibilities:
Receives, documents Circle of Life information
Assist in preparation of Death Certificate as needed
Arranges and assist in telephone post-mortem authorization as needed
Verifies status, notifies Funeral Home or Medical Examiner, and completes documentation for release of expired patients to Funeral Home or Medical Examine
Complete admission functions for Wesson Women's Hospital.
Information resource to the facility.