PATIENT SERVICE REP - Medical Oncology

Legal Entity Alliance Community Hospital Position Summary Patient-focused tasks include greeting patients, scheduling appointments, scheduling any ordered tests, validating demographics, updating insurance coverage, and collection of co-pays and account balances. Department Summary Hematology and Oncology specialty physician office. The office includes an infusion suite for patients receiving treatment ordered by our physician or physician assistant. Qualifications High School Diploma or equivalent. 1 year of experience in a medical office setting, preferred. Computer skills desirable. Skills General computer knowledge. Basic typing skills. Communicate well with a variety of clients in mature, courteous, and professional manner. Function independently and accurately with frequent interruptions. Able to multitask, and to independently move from one area to another providing assistance where needed on a daily basis. Problem solve and be able to handle patient inquires and questions in a tactful and courteous manner. Demonstrate ability to establish and maintain effective working relationships with patients, employees, and providers. Responsibilities Expectations Answer incoming telephone calls promptly in a professional and courteous manner. Learn daily functions of the check-in area which include but not limited to: Prepares for patients arrival. Review insurance for referral and/or co-payment requirements. Collect payment on account balances owed by patient. Maintains daily census. Accepts and schedules all incoming consultations by phone. Demonstrates understanding of customer service. Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer. Communicates in a professional and friendly manner. Acknowledges visitors and accurately responds to routine requests for information. Notifies nursing staff of apparent seriously ill patient on arrival and upon discharge. Checks patients in by completing the following tasks: Verification of patient demographics (name, address, phone number) every 6 months. Confirmation of and updating insurance information each visit. Initiation of required changes as necessary. Notifying clinical personnel of patients arrival. Collects co-pays, payment on account (cash, check, credit card). Batches all payments, balances cash drawer daily. Coordinates patients discharge at the check-out are: Schedules appointments. Follow-up. Consultations as ordered for each patient. Coordinates and schedules all chemotherapy appointments. Coordinates and schedules all nurse only appointments. Schedules outpatient radiology and laboratory testing. Refers to Financial Counselors under the following circumstances: Patient requires counseling regarding financial difficulties. Patient requests/requires payment plan for account. Tests that require prior approval. Miscellaneous duties: Sorts and delivers departmental mail. Notifies physicians of any incoming calls from referring physicians, retrieves chart for oncologist immediately. Stocks area with paper, office supplies, appointment cards. Other duties as assigned specific to department needs. New Patient Specialists (NPS) Receive referrals by electronic transmission, fax, or by mail. Acknowledge receipt to referring office. Records are reviewed for completeness: notes, path, labs, imaging, other pertinent information. Referring office contacted if additional records needed. New patient form is completed and attached to the records, then given to physicians for review. Physicians mark priority/urgency of appointment on the form and return to PSR/NPS via designated inbox in department. PSR/NPS locates available time on physician schedule. Contacts patient with instructions. NPS registers patients in systems. Logs referrals on spreadsheet for tracking and coding. New patient packet is sent to Medical Records to be scanned in chart for coding. Code of Conduct: Maintains work area and lobby in neat and orderly manner. Attends meetings as required. Performs related work as required per department (See required duties specific to department). Adapts to role changes in a positive manner. Demonstrates ability to effectively function in other departments as needed. Directs Pharmaceutical Representatives to the appropriate location. Does not conduct personal business during working hours. Does not eat or drink while visible to the public. Answers telephones, takes messages and/or routes call appropriately. Department Responsibilities Expectations Health Caring Standards / Values: Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible. Exceed the expected and anticipate the unexpected by asking, Is there anything else I or a fellow Colleague can do for you?. Always provide a comforting, timely, caring departure or discharge, and always say thanks for allowing us to serve. Integrity, openness and fairness in all you do. Teamwork. Pride in the Department. Individual creativity and Innovation. Compassion and caring. Maintain department and hospital standards and policies. Working Conditions Work eight hours a day. Lunch periods and breaks are coordinated with other staff members to maintain adequate department coverage Work is performed in a reception area. The position involves frequent contact with patients. Work may be stressful at times and require prioritization of . Interaction with others is constant. Frequent interruptions occur. Contact involves dealing with ill people. Hazardous Exposure Category Category II - Includes tasks that involve no exposure to blood, body fluids, or tissues, but employment may require performing unplanned Category I tasks. The normal work routine involves no exposure to blood, body fluids, or tissues by exposure or potential exposure may be required as a condition of employment. Appropriate protective measures will be readily available to every employee engaged in Category II tasks. Physical Addendum Demands Frequency Remarks Lifting 0-10 lbs Frequent 34-65% Lifting 10-20 lbs Occasional 10-33% Lifting 20-35 lbs Never Lifting 35-50 lbs Never Lifting 50-75 lbs Never Lifting 75-100 lbs Never Lifting over 100 lbs Never Forward Reaching Continuous 66% of the day Overhead Reaching Occasional 10-33% Standing Occasional 10-33% Walking Occasional 10-33% Sitting Continuous 66% of the day Climbing Never Stairs/Ladder Never Bending/Stooping Occasional 10-33% Twisting/Turning Occasional 10-33% Kneeling/Squatting Occasional 10-33% Crawling Never Pushing/Pulling 0-10 lbs Occasional 10-33% Pushing/Pulling 10-20 lbs Occasional 10-33% Pushing/Pulling 20-35 lbs Never Pushing/Pulling 35-50 lbs Never Pushing/Pulling 50-100 lbs Never Pushing/Pulling over 100 lbs Never Carrying 0-10 lbs Frequent 34-65% Carrying 10-20 lbs Occasional 10-33% Carrying 20-35 lbs Never Carrying 35-50 lbs Never Carrying 50-100 lbs Never Carrying over 100 lbs Never Grasping/repetitive sustained Frequent 34-65% Fine motor coordination Continuous 66% of the day Vision: Near/Far/Color Continuous 66% of the day Hearing: ordinary conversation/other Continuous 66% of the day