Description

Under general supervision receives patients and staff in person and over the telephone. Schedules procedures and interprets procedures to patients. Performs a variety of general clerical work and performs related tasks as required.

Core Competencies

Demonstrates excellent customer service skills. Answers the telephone courteously within three rings, identifying self and department, routes calls, ascertains needs and takes accurate messages as appropriate. Schedules appointments in Cerner following department guidelines and protocols and demonstrates an understanding of the procedures being scheduled, the preparation and a basic knowledge of what the procedure will entail, and authorization requirements. Collects demographic, employment, and insurance information accurately and advises patients of admission/scheduling requirements and financial responsibilities, as needed. Resolves complaints and answers questions requiring a knowledge of specific departmental office procedures and general hospital procedures. Organizes other medical record documents using established systems. Types, files reports, and cross indexes and files records. Ensures all information for patient billing is accurate and complete. Exercises judgment in making decisions within a clearly established guideline. Sorts and distributes mail and delivers messages. Participates in hospital Performance Improvement activities using LEAN tools and techniques. Provides health care services in own job category all age groups. Demonstrates role in department specific patient safety. Assists patients with completing Release of Information and Request for Information forms. Calls patient to confirm next day’s appointments when necessary.