Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for all duties associated with the front office and cashier-related functions in the Rehab Office. This position also performs medical record clerk duties on an as needed basis.

Full-time- Days

Monday-Friday

8:30am-5:00pm

Requirements

Knowledge & Experience

Skills-

• Demonstrates ability to give and follow instructions accurately
• Demonstrates effective interpersonal skills necessary to interact with various levels of health care personnel

Knowledge-

• Basic office procedures

Education-

• High school diploma or equivalent preferred

Experience-

• Minimum of one year of previous clerical experience preferred

Authority and Accountability

• Extensive exposure to confidential information or matters
• Frequent contact with various persons or groups within and outside of the hospital including employees and physicians
• Must be able to work with and communicate with different types of people

Aptitudes

• Must be able to prioritize, utilize critical thinking, and adjust to change
• Must be able to reason and use logical problem-solving skills
• Performs duties that require some latitude for independent judgment and initiative in handling situations out of the ordinary

PHYSICAL AND MENTAL EFFORT

• The physical and mental 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 perform the essential functions.
• Regular requirement to sit, stand, bend, walk, stoop, crouch, kneel, use hands to handle or feel; reach with hands or arms; talk; and hear
• Regular requirement to lift and/or move 5-20 pounds; frequent requirement to lift and/or move 20-35 pounds; occasional requirement to lift > 35 pounds
• Specific vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus
• Speaking and listening skills are essential
• Must be able to work under moderate amount of stress

ENVIRONMENTAL AND WORKING CONDITIONS

• The work environment characteristics described here are 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 essential functions.
• The noise level in this work environment is usually moderate
• Work is performed in a clean, well-lighted and ventilated building
• Could be subject to infectious diseases, cuts, abrasions, burns and punctures
• Work schedule may vary

ACCOUNTABILITY

• Reports to the Rehab Director.
• Accepts direction from physician office providers (physicians and/or nurse practitioners)

QUALITY ASSURANCE-KEY RESPONSIBILITIES

1. Answers telephone in a timely and professional manner, as well as use of phone, fax, copier, scanner, email and how to page overhead
2. Responds to voicemail messages at least 2 times per day
3. Schedules patient appointments and adjusts therapy staff schedules as necessary, using established scheduling guidelines
4. Obtains and distributes reports, messages and supplies to appropriate persons
5. Collects and verifies patient insurance information
6. Collects and enters new patient demographics and updates existing patient information
7. Collects patient payments and/or co-payments and provides patient with receipt of transaction; documents transactions appropriately
8. Balances cash drawer daily; reconciles discrepancies as necessary
9. Performs Medical Record Clerk duties as necessary
10. Orders office supplies weekly as needed
11. Documents patient information in appropriate areas
12. Preassembling of medical records as needed
13. Respond promptly to changes in workload, adjusting assignment as necessary to achieve optimal and efficiency
14. Demonstrates team attitude; offers assistance to co-workers to provide optimal patient care; solicits assistance from co-workers when necessary
15. Demonstrates efforts to maintain patient confidentiality as appropriate and per policy
16. Assists in orientation process for staff members and volunteers in the department
17. Initiates and completes incident reports as necessary when extraordinary or unusual patient care or other situations occur
18. Serves as a change agent, assisting all staff in understanding the importance, necessity, impact, and process of change
19. Follows guidelines of Duties by Job Classification List
20. Performs other duties as assigned
21. Oversees Medicare authorization process for the office and prints Medicare eligibility sheets
22. Obtains authorizations for release of patient Information and forwards to Medical Record Clerk as needed

PUBLIC RELATIONS

• Maintains effective channels of communication with other employees and patients
• Takes appropriate action in problem situations to offset adverse effects
• Projects a professional and positive attitude regarding the hospital

OTHER RESPONSIBILITIES

• Attends 70% of scheduled staff meetings for primary work area during the year
• Attends mandatory in-service and educational offerings
• Seeks opportunities for self-development and identifies areas of improvement
• Conducts self in professional manner acting as a role model while practicing and promoting effective guest relations
• Observes Hospital dress guidelines and wears ID badge
• Provides proper notification for absence and tardiness and is punctual for start of scheduled work time
• Takes appropriate length of time for meal break
• Maintains equipment assigned to department and reports malfunctions appropriately
• Complies with hospital policies and procedures
• Completes projects and assignments on a timely basis
• Participates in emergency procedures, fire drills, evacuation procedures and internal/external disaster plans, mock codes, procedures in accordance with departmental responsibilities

CONTINUOUS QUALITY IMPROVEMENT

• Participates in the Continuous Quality Improvement Program (CQI) as it relates to ambulatory nursing practice to meet stated goals and objectives of the CQI Program by:
• Bringing potential problems to Director of Rehab's attention
• Assisting in data collection
• Suggesting solutions to problems
• Emphasizing, supporting and committing to CQI practices and processes
• Taking action to assure CQI within areas of responsibility