Patient & Guest Services Representative

Baystate Health • Springfield, MA

4h • $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

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. Adh eres 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.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED