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Scheduling Representative Weekends Only PRN - Hondo, United States - Medina Healthcare System
Description
Job Description
Job DescriptionDescription:Summary
Interviews patient or representative and enters information required for admission into
computer, answers inquiries and questions, takes messages for providers and staff over the phone. Agents
make important contribution to customer satisfaction by providing prompt, efficient and courteous service
to callers.
Requirements:Essential Duties and Responsibilities include the following. Other duties may be assigned.
Takes incoming calls regarding clinic and outpatient procedures; makes outbound calls to patients for
appointment confirmation and insurance verification
Interviews patient or representative to obtain and record name, address, date of birth, emergency contacts,
attending provider, and individual or insurance company responsible for payment of bill
Explains clinic regulations such as payment of services, fee schedule and clinic procedures
Enters patient admitting information into computer and books appointments
Ensures the speaker is the patient or legal guardian when necessary
Compiles data for census records
Manage and resolve customer complaints
Route calls to appropriate destination
Follow up patient calls when necessary
Completes Call Logs
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Design- Demonstrates attention to detail
Problem Solving- Gathers information skillfully
Project Management- Communicates changes and progress
Technical Skills- Pursues training and development opportunities; shares expertise with others
Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer
needs; Solicits customer feedback to improve service; Responds to requests for service and assistance;
Meets commitments; Listens to caller intently
Interpersonal Skills- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others
without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets
clarification; Responds well to questions; Demonstrates group presentation skills; Participation in
meetings
Written Communication- Writes/types clearly and informatively; Able to read and interpret written/typed
information
Teamwork- Gives and welcomes feedback
Leadership- Accepts feedback from others
Quality Management- Looks for ways to improve and promote quality; Demonstrates accuracy and
thoroughness
Ethics- Treats people with respect; Keeps commitments; Inspires trust of others; Works with integrity and
ethically; Upholds organizational values
Organizational Support- Follows policies and procedures; Completes administrative tasks correctly and
on time; Supports organization's goals and values; Benefits organization through outside activities;
Supports affirmative action and respects diversity
Judgment- Exhibits sound and accurate judgment; Makes timely decisions
Planning/Organizing- Prioritizes and plans work activities; Uses time efficiently
Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with
respect and consideration regardless of their status or position; Acce pts responsibility for own actions;
Follows through on commitments
Quality- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality;
Applies feedback to improve performance; Monitors own work to ensure quality
Quantity- Completes work in a timely manner; Works quickly
Safety and Security- Observes safety and security procedures; Determines appropriate action beyond
guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly
Adaptability- Adapts to changes in the work environment; Changes approach or method to best fit the
situation; Able to deal with frequent change, delays, or unexpected events
Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covers
when absent; Arrives at meetings and appointments on time
Dependability- Follows instructions, responds to management direction; Takes responsibility for own
actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Complet es
tasks on time or notifies appropriate person with an alternate plan
Initiative- Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes
advantage of opportunities; Asks for offers help when needed
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates
suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and
information in a manner that gets others' attention.
HIPPA Compliance- Maintains the highest level of privacy with patient information
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles
Supports and explains reasoning for decisions.
Qualifications
To perform this job successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability
required. Reasonable accommodations may be made to enable individuals with disabilities to perform
essential functions.
Education and/or Experience
One year certificate from college or technical school; or three to six months related experience and/or
training; equivalent combination of education and experience
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write
simple correspondence
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common
fractions, and decimals
Reasoning Ability
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral
instruction; Ability to deal with problems involving a few concrete variables in standardized situations
Computer Skills
Basic computer skills. To perform this job successfully, an individual should have knowledge of
electronic data entry software, internet software, and Word Processing software
Physical Demands
The physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to preform essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle,
or feel; reach with hands and arms; talk and hear. The employee is frequently required to stand and walk.
The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this
job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to
adjust focus.
Work Environment
The work environment characteristics described here are the representative of those
an employee encounters while performing the essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.
The incumbent must fulfill the performance of standards of this position and comply with the policies,
rules and procedures of the System, facility and department.