Service Excellence Representative_COFR

Intermountain Health • Saint Joseph, MO

1d • Onsite

About The Position

This position is responsible for billing, follow-up, and resolving issues that delay or prevent payment of the patient's account within Intermountain's policies and procedures. As a Service Excellence Rep, you need to know how to provide excellent customer service, greeting, assisting, and directing visitors and patients, as well as strong coordination with Volunteers. You will begin the registration process by verifying pre-registration documentation and informing the RN of patient arrival. You will identify key family/visitors and record their phone number and seating location in the reception/waiting area. You will keep track of family/visitors throughout the surgery/procedure experience (often six hours in length). You will facilitate strong communication and coordination with the Nurse Liaison, Volunteers, and other Service Excellence Liaisons during your shift. You will maintain awareness of how to direct patients that do not show up in My Patients for Surgery and Interventional Services.

Requirements

• High School Diploma or equivalent
• Minimum of two (2) years of experience in a customer service environment (preferably in a healthcare setting)
• Proficiency with computer and problem solving skills
• Effectively communicating, both orally and in writing
• Operate computers and other office equipment requiring the ability to move fingers and hands
• See and read computer monitors and documents
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment
• May require lifting and transporting objects and office supplies, bending, kneeling and reaching

Nice To Haves

• Prior healthcare experience
• Bilingual proficiency (Spanish or other)
• Familiarity with medical terminology
• Familiar with Microsoft suite entirely (Teams, Xcel, Word, Email, etc.)

Responsibilities

• Provide excellent customer service, greeting, assisting, and directing visitors and patients
• Coordinate with Volunteers
• Begin registration process by verifying pre-registration documentation and informing RN of patient arrival
• Identify key family/visitors and record their phone number and seating location in reception/waiting area
• Keep track of family/visitors throughout the surgery/procedure experience
• Facilitate strong communication and coordination with Nurse Liaison, Volunteers and other Service Excellence Liaisons during shift
• Maintain awareness of how to direct patients that do not show up in My Patients for Surgery and Interventional Services

Benefits

• Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED