Representative - Business Office: Mpg - Peds Rehab

Summary

Performs receptionist, registration, and clerical duties associated with registering patient for outpatient services.

Detailed Responsibilities

• Work through incoming departmental referral work queues daily.
• Communicates with referring physician's office, clinical department(s), and/or other appropriate personnel to exchange necessary information and determine schedule.
• Round with patients in practice to ensure Excellent Patient Experience is met.
• Follow-up on reported issues and assist with service recovery.
• Daily review and monitoring of physician / practice schedules keeping no-show rates low to ensure patient access.
• Meet with patient or patient's caregiver to discuss appointment instructions, and discuss patient's concerns.
• Process medical record requests.
• Activates of My Chart Accounts where appropriate. Ensures Telehealth connectivity for scheduled appointments and trouble shoots as needed.
• Ensure daily patient appointment reminder calls are complete. Appointment no-Shows are contacted and patients are rescheduled following practice guidelines. Accurately document telephone encounter outcomes.
• Verifies insurance benefits and obtains pre-certification/authorization as necessary. Determines and accepts required payments, including co-pays and deductibles, or refers to financial counselors for follow up.
• Checks Incoming Referral work ques daily and contacts patients to schedule requested appointment.
• Ensures that all necessary demographic, billing, and clinical information is obtained and entered in the registration system with timeliness and accuracy.

Essential

Competencies and skills:

• STANDARDS OF BEHAVIOR: Acts in a manner that supports the standards of communication, respect, privacy, and teamwork by demonstrating a commitment to professional and ethical conduct.
• PROBLEM SOLVING: Ability to identify, analyze and effectively solve problems.
• PATIENT ACCESS: Performs assigned duties related to the admission of patients.
• VERIFYING INSURANCE: Verifies and enters insurance information and authorization/referral requirements.
• RESPONDING TO CHANGE: Accepts change and adapts in a positive and productive manner; handles unexpected situations and changes in direction calmly and with confidence. Views new assignments and job responsibilities as an opportunity for growth.
• CUSTOMER SERVICE: Demonstrates commitment to service excellence by promptly addressing internal/external customer issues/requests, resolving concerns while maintaining a professional image and behavior to build and enhance the patient/family/customer experience.
• ORGANIZATION SKILLS: Organizes work to achieve maximum efficiency.
• ACCOUNTABILITY: Accepts ownership of job roles and specific assignments/goals; works independently, takes responsibility for own actions; admits mistakes and judgment errors; and accepts constructive feedback. Connects personal work results to the accomplishment of team and organizational goals.
• ACCURACY & QUALITY: Completes work assignments within established quality and/or quantity standards.
• PATIENT AND FAMILY CENTERED CARE: "Provides Patient and Family Centered Care to patients, families, visitors and internal customers"

Education

Essential:

• High School Diploma or Equivalent

Credentials

Education equivalent experience:

Essential

Other information:

Complexity of Work: Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.

Required Work Experience: No prior work experience required.

Proficient in basic computer skills and customer service experience preferred.

Essential

Working conditions:

• Repetitive Movement Hand/Arm 60.00%
• Biological Hazards - Skin or Ingestion 40.00%
• Keyboard Entry 60.00%
• Audible Speech 60.00%
• Seeing - Far 60.00%
• Blood and/or Bodily Fluids 40.00%
• Computer Monitor 60.00%
• Sitting 60.00%
• Bio hazardous Waste 40.00%
• Walking 60.00%
• Communicable Diseases and/or Pathogens 40.00%
• Depth Perception 60.00%
• Hearing Acuity 60.00%
• Seeing - Near 60.00%
• Standing 60.00%
• Biological Hazards - Respiratory 40.00%
• Distinguish Color 60.00%

Organizational Profile

Since the opening of the one-story, 100-bed Memorial Hospital in 1953, the South Florida community has benefited from caring and compassionate healthcare at Memorial Regional Hospital. Today, with 553 beds and as the flagship facility of Memorial Healthcare System, Memorial Regional Hospital is one of Florida’s largest and most sophisticated hospitals, offering leading-edge care and technologies. Services include:

• Memorial Neuroscience Institute
• Memorial Cancer Institute
• The Family Birthplace
• Wasie Neonatal Intensive Care Unit
• Medical and Surgical Services
• Memorial Cardiac and Vascular Institute
• Women’s Services
• Emergency Room and Level I Trauma Center

We are also home to a team of dedicated professionals, all of whom deliver nationally recognized, award-winning care. Memorial Regional Hospital has received Press Ganey’s Guardian of Excellence Award for Patient Satisfaction (Inpatient Behavioral Health) for three consecutive years, has been recognized by Truven Health Analytics as one of the nation’s 50 Top Cardiovascular Hospitals, and for the last seven years has received the Gold Plus Achievement Award from the American Stroke Association.

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.