Patient Customer Rep Full-Time Aurora, IL

02040 AMG Aurora Sequoia Dr - Behavioral Health

Full time

Yes

40

Office Hours: 8:00am to 5:00pm M-F

Behavioral Health

Pay Range

$18.85 - $28.30

Major Responsibilities: Appointment Scheduling 6)Schedules future appointments and requisitions laboratory tests radiology procedures and other special diagnostic tests as needed. May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery. 1)Execute patient scheduling duties and document within the IDX system following provider specifics and scheduling guidelines. 2)Collect necessary information from patient when scheduling and/or cancelling appointments and documents/updates information in EPIC/IDX system(s). 3)Instruct patients on necessary preparations when booking appointments/testing using appropriate language to patients level of understanding guided by department protocols or provider/ nurse instructions. 4)Transfers calls when appropriate in accordance to transfer policy. 5)All communications with callers internal and external are conducted in accordance with department protocol utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines. Check Out 4)Order radiology/lab tests as indicated by provider. 1)Acknowledge and assist patients with check out process. 2)Review and provide After-Visit summaries to patients. 3)Schedule follow up appointments for patients in the IDX/Web Advance system according to provider specifics. 5)Provide information related to MyChart and enroll upon patients request. 6)All Check Out interactions are conducted in accordance with department protocol utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines. Administrative Duties 1)Checks encounter and demographic forms for the following day and highlights the required information. 2)Check IDX/Web Advance/EPIC systems for completed patient information; attaches all necessary forms: PCP change Treatment of minors Verbal Release of Information Autism Screening Depression Screening Registration HIPAA 3)Support patient scheduling/message documenting according to department/clinic procedures scripting and guidelines provided in the Communication and Documentation Policies. 4)Monitor In-Basket for messages regarding Work-In appointments and telephone messages. 5)Support procedure for Provider Bump List; notification calls and re-scheduling. 6)Address and follow through on No-show appointments as procedure dictates. 7)Retrieve and act upon radiology/lab test results and re-fill orders following department protocol. 8)Ensure completion of all patient documentation within two full clinic business days after care and/or services have been provided according to the Missing Documentation policy guidelines. Telephone Communication 1)Answers the telephone promptly within 3 rings. 2)Utilizes outlined departmental and clinic scripting/key words. 3)Displays a courteous alert and pleasant tone of voice speaking clearly. 4)Restates information to ensure clarity and accuracy. 5)Transfers calls when appropriate staying on the line and announcing where and why call was transferred. Exceptions to announcing the call would include when transferring to an ACD agent. 6)Communicates effectively with internal and external customers 7)Logs onto the ACD system at assigned time utilizing reason codes when appropriate. Performs a variety of practice management duties in a time effective manner to maintain and/or enhance department processes and positively impact customer service. 8)Knowledgeable of work and safety policies procedures protocols and changes to such as related to position and employment expectations. 9)Supports team environment by: Performing additional duties as needed. Acting flexibly to rotate work stations to provide coverage as warranted. Using sound judgment to prioritize tasks. 1)Addresses and works to resolve customer service issues utilizing behavioral expectation guidelines: Consistently recognizes problem situations that require action. Utilizes Service Recovery Standards when necessary. Delegate problems through proper channels and follows through to seek resolution and patient satisfaction. 2)Serve as an advocate and liaison between patients staff providers and external customers by sharing necessary information to ensure continuity of care. 3)Coordinate sort and distribute information within the department; (mail faxes interoffice envelopes etc.) 4)Work to keep department work stations and wait areas clean and orderly; void of food and drink. 5)Place supply orders following unit procedures. 6)Organize department supplies as scheduled/warranted. 7)Attend and participate in department/organization meetings in-services training etc. as Required:High School graduate or GED 1 year experience in a customer service position; Healthcare experience preferred. Knowledge Skills & Abilities Required: Clear and professional communication skills. Functional PC skills with ability to learn various software programs. Typing speed of 25 wpm preferred with good accuracy. Pleasant and well developed customer service and interpersonal skills. Strong team orientation Understands concept of service recovery. Demonstrate potential to learn medical required Physical Requirements and Working Conditions: MINIMUM LEVEL QUALIFICATIONS: Proven ability to work well independently and in a team environment. Flexible and willing to rotate work stations with ease. COMPETENT LEVEL QUALIFICATIONS: Same as minimum plus: Developing knowledge of medical terminology. General autonomy with regards to daily duties/tasks in all work stations of assign department. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds or when patient is unable to assist with the lift patient handling equipment is expected to be used with at least one other associate when available. Unique patient lifting/movement situations will be assessed on a case-by-case job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our CommitmenttoYou:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs competitive compensation generous retirement offerings programs that invest in your career development and so much more so you can live fully at and away from work including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications skills relevant experience and/or training
• Premium pay such as shift on call and more based on a teammates job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical dental vision life andShort- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program