Customer Service Representative - Annapolis, United States - Luminis Health

Luminis Health

Verified Company

Annapolis, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Objective:

This non-clinical healthcare professional is responsible for ensuring the complete and accurate arrival of patient to our health system.

This position provides administrative support to the clinical departments including, but not limited to, phone management, chart creation, visitor management, patient transfer coordination, and communications.

This position will also support patient registration and admission, as necessary.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Demonstrates the ability to identify and register patient accurately into the Master Patient Index thereby reducing erroneous duplicate Medical Records.
Accurately obtains and processes patient demographic, insurance, and medical information. Achieves a 98% registration accuracy rate at arrival and registration Maintains empathy and professionalism in registration interviews and while providing regulatory information and notices. Demonstrates excellent in ensuring patients are provided with necessary regulatory information, as appropriate (i.e. HIPAA, Patient Rights Brochure, IMM, NOOS, Consent, etc).
Independently prioritizes CSR workflow (including, but not limited to, managing incoming and outgoing phone calls, work queue management, downtime/disaster/STROKE chart creation and par management, supply management, and medical records filing, to meet standards for performance and productivity within departmental deadlines. Orders and maintains all unit stock according to unit standard. Ensures adequate unit operations with sufficient necessary supplies.
Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.
Processes confidential patient information and paper records efficiently and accurately according to established Health Information Management policies. Assists with the assembly of patient records for transfer to other levels of care (internally and externally) and at time of discharge/transfer. Assists with printing transfer information including dictated summaries and diagnostic radiological CD's for external patient facility transfers. Ensures all paper chart elements are transferred to Medical Records within 24 hours.
Successfully demonstrates the ability to perform at, or above standards, in all assigned roles in the department. Assists with training and orientation of new staff, as needed, and under the direction of the Supervisor and/or Team Developer.
Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Provides ongoing visitor and staff assistance in a pleasant and helpful manner, according to established standards for all age groups. Seeks other opportunities and takes action to continuously improve patient and family satisfaction. Answers the phone courteously, professionally, and as per department guidelines, responds to inquiries, and refers all calls, as appropriate. Clearly and professionally communicates to internal and external customers, including (but not limited to), clinical staff, coworkers, administration, and other outside departmental staff. Works collaboratively with and under the direction of the assigned shift coordinator. Escalates issues us the chain, as appropriate.
Ensures adequate supply of tele packs throughout entire shift and completes daily inventory of department Spectra links. Completes checklist upon every shift. Maintain daily ambulance diversion logs and retrieves patient/EMS run sheets from the MIEMMS website for inclusion in the patient paper chart.

Educational/Experience Requirements:

Required Minimum Education:
High School Diploma or GED.

Required Minimum Experience:
Previous experience in fast-paced, front desk/customer service environment, preferred. Typing 30 wpm, required.

Required License/Certifications:

Required License / Certifications:
None

Working Conditions, Equipment, Physical Demands:

Based on the essential functions, insert the type of work performed (e.g. light, medium, heavy, etc).

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.