Patient Service Representative Springfield, MA
Company: Baystate Health, Inc.
Posted on: November 21, 2020
Req#: R5677 Category(s): Administrative Support, Customer
Service Full Time / Part Time: Per Diem Shift: FirstSummary: Under
direction of the Patient Relations & Guest Services Manager,
receives and assesses requests from all major customer
constituencies: patients, providers, service areas and payors.
Analyzes customer requests and coordinates accurate and thorough
information exchange. Provides accurate documentation following all
established protocols. Collaborates with service area and acts as
liaison between Baystate Health and our external customers to
satisfy customer requests. Performs responsibilities within
established customer service standards. Job Responsibilities: 1)
Processes all assigned admissions and related transactions within
established montly QA thresholds for Bed Management Dashboard, SMS,
On-Line Survey, and E-mail boxes as assigned (CIS Physician Order
Box, PCP Changes Box, Patient Status Corrections Box, On-Line
Survey box). 2) Collects demographic, insurance and clinical
information necessary to appropriately place the patient. 3)
Processes all calls in a Service Excellence oriented manner.
Adheres to call guides and flows. Communicates in a professional,
respectful and appropriate manner to all patients and/or family
members as well as hospital staff. 4) Maintains call levels/call
guides based on data from monthly telephone QA. Signs in and out of
correct lines assigned. 5) Recognizes and communicates problems to
the right person/system. Offers constructive ideas/suggestions for
solving problems. 6) Attends required in-service/meetings.
Maintains resource materials. Applies acquired skills. Adheres to
policies and procedures. Accepts and encourages assessment and
feedback from peers and supervisor. 7) Complete all Circle of Life
responsibilities: Receives, documents Circle of Life information
Assist in preparation of Death Certificate as needed Arranges and
assists in telephone post mortem authorization as needed Verifies
status, notifies Funeral Home or Medical Examiner and completes
documentation for release of expired patients to Funeral Home or
Medical Examiner 8) Complete admission functions for Wesson Women's
Hospital. 9) Informational resource to facility. Required Work
Experience: 1) Proficient in ASR II job requirements 2)
Productivity targets sustainable for three consecutive months 3)
Quality assurance targets sustainable for three consecutive months
4) Meets customer service goals 5) Solves problems independently 6)
Resource to team Preferred Work Experience: 1) None Listed Skills
and Competencies: 1) Keyboard skills and ability to type 25 wpm;
Speak, read and write English clearly and concisely using correct
grammar and vocabulary Education: GED or HiSET (Required)
Languages: Certifications: Certified Medical Terminology - Other
Work Experience: Competencies: Collaboration, Courage, Ownership,
Service focus, Values Differences Responsibilities: Skills:
Training Details: Baystate Health is an Equal Opportunity employer.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, marital status, national origin, ancestry, age,
genetic information, disability, or protected veteran status.
Keywords: Baystate Health, Inc., Springfield , Patient Service Representative Springfield, MA, Sales , Springfield, Massachusetts
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