HCA, Hospital Corporation of America Patient Rep Urgent Care in Highlands Ranch, Colorado
_Customer Service_ * Treats guests, patients, physicians and other employees with compassion and respect * Greets and welcomes patients as they enter. * Promotes a caring, friendly atmosphere focusing on the patient * Participates in and supports methods of measuring patient satisfaction * Answer phone calls * Ensure lobby is maintained * Handles faxes and requests for information
_Training and Education_ * Participates in mock codes, fire and disaster drills * Follows all federal, state, and local laws and statutes * Follows OSHA, infection control, hand hygiene, and safety guidelines * Reads and implements all policy changes, memos, weekly updates (/Rep Rap/) and other communications * Attends all meetings and classes * Scores 95% or better on monthly audit and CME tests
_Patient Representative Skills/Procedures_ * Completes lobby checks every 60 minutes and as needed * Monitors Open sign and TV/DVD programming and volume * Triages patients –pages nurse or doctor per policy * Ensures Insurance Cards/Driver License are returned to patient immediately * Follows all cash management procedures * Monitors patient flow; patients are checked in within a timely manner, attains callback number for patients when wait time is extended * Ensures patients are informed of progress in the clinic when appropriate and uses hand off scripts * Reviews all patient paperwork to ensure completeness * Ensures all Web Check In procedures are followed * Ensures the patient is checked and enters and or updates Demographic and Insurance information * Verifies insurance appropriately; ensures appropriate authorization obtained for all occupational patients * Reviews, follows and Company Preference Cards, notifies sales regarding updates is needed * Ensures benefits and patient responsibility explained by having each patient sign a payment notification form * Enters charges and collects appropriately from each patient * Completes Daily Practice Reconciliation (DPR) after each shift. Ensures all Credit Card, E-Check slips, copies of Paper Checks/Money Orders/Travelers Checks, Zero Charge and Discount Log included * Ensures all pertinent information is forwarded to Home Office in correct folders; ensuring folders are separate from DPR. * Ensures HIPAA regulations are being followed and that forms are compliant at all times * Responds to insurance and attorney requests for medical records promptly, sending all requests to the billing office medical request department for final handling * Daily responsibilities: Billing Office requests, mail, scanning, and faxes completed before end of shift * Help with Calls for the back office daily * Maintains professional and proper phone etiquette * Handle Request for information from the referral service, specialist office or occupational accounts in a timely manner.
_Equipment and Maintenance_ * Maintains all equipment in good working condition * Reports broken equipment to the manager as soon as possible * Reports power outages immediately * Reports system problems in a timely manner. * Comes to work with name badge, and other needed supplies/equipment * Ensure the lobby restroom is in good working order and is clean and stocked with needed supplies. Reports issues to manager as needed.
_Interpersonal Relations_ * Treats guests, patients, physicians and other employees with compassion and respect * Presents a positive image of CareNow * Participates in welcoming and training of new employees * Responds quickly and appropriately to all requests * Focuses on the future, does not dwell on past difficulties * Maintains strict confidentiality and preserves the dignity of others
_Communication_ * Asks for, provides and welcomes feedback from others with an Optimistic attitude * Promptly and appropriately talks about problems with employees involved in a Courteous and respectful manner * Listens carefully * Seeks opportunities to compliment fellow coworkers * Helps build a positive work environment.
_Teamwork_ * Works cooperatively within own department and with other areas * Helps fellow patient reps to complete duties before leaving for the day * Willingly takes extra duties and lends a helping hand to improve work environment * Maintains and promotes an Optimistic attitude at all times * Willing to trade shifts with co-workers when needed and as available. * Willing to come in early or stay late if asked. * Willing to help out at another location when needed.
_Scheduling_ * Responsible and reliable to work scheduled shifts as assigned * Participates in mandatory weekend on call rotation (once implemented) * Follows policy regarding inability to work a scheduled shift. * Reports to work promptly - 5 minutes before start of shift * Willing to work days, nights and weekends * Willing to be scheduled at surrounding clinics when needed.
_Continuous Quality Improvement_ * Continuously looks for and suggests ways to improve * Uses past experiences, feedback and audits as a learning tool and modifies performance accordingly * Responsible to carry out assignments in a capable and confident manner * Uses resources to resolve external and internal customer concerns in a timely and efficient manner * Accepts change with a positive attitude.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
High school graduate or equivalent. Basic knowledge of computers Knowledge of general office machines Skilled in patient relations Effective communication skills Maintains required certifications
Title: Patient Rep Urgent Care
Location: Colorado-Highlands Ranch-HealthOne CareNow-Countyline
Requisition ID: 24941-532