Bilingual Service Rep III

POSITION SUMMARY:

Gives directionto provide efficient accessto ensure patient meets the challenges of accurately schedulingappropriately managing and implementing provider scheduling templatesregistering and supportingmultiple hospital clinics rehab disciplinesand/ leadership inworkingcollaboratively with other members of the health care teamensuringpatient needs are metin a timely mannerresulting in both patient and physician position will maintain and develop processes to policies with the focus on increasing access.

KEY ACCOUNTABILITIES:

1. AssistsService Representative Supervisorin orientation and training to increase competency.

1. Acts asinitialcontact for problem resolution ofcustomer needs

1. Createsimplementsand manages clinic scheduling templatesin accordance withdivisional policies to improve patient access.

1. Communicates with other areas of the organization atmultipleslevelsboth providersleadershipand frontline staff to promote a collaborative work environment.

1. Answersand direct telephone calls in a polite and informative manner and provides information by accessing alphabetical geographical or other directoriesin an effort to resolve callers needs.

1. Answers and processes all emergency callsefficiently and expeditiously to promote patient safety.

1. Schedules and pre-registers following established policies and procedures to assure accuracy. Schedules incoming calls outgoing calls and community physician referrals to facilitate scheduling is done in a timely fashion.

1. Ensures demographic information is updated and registration is completed during scheduling to prevent errors for check-in or back end billing.

1. Managesincoming requests and communication withreferringphysiciansresulting in the satisfaction of both JHACH specialists and our referring physicians.

1. Maintains current knowledge inallareas responding to patient/staff requests incoming and outgoing telephone calls and pagingto support optimal operations.

1. Adheres to department policies and procedures and utilizes approved toolsin order to provide consistent call handling processesand increased access.

1. Demonstratescustomerservice skills phone etiquette and ability to meet productivity standardsresulting in patient and family satisfaction.

1. Promotes teamwork within the immediate and extended work areain order to foster positive employee relations.

1. Demonstrates willingness to achieve personal and professional growthresulting in staff development.

QUALIFICATIONS:

• A minimum of a High School diploma GED Certificate ofCompletionor equivalent achievement.

• The ability to communicate effectively both verbally and in writing and have strong interpersonaland team building skillsrequired.

• Minimum offouryears ofhealthcare business officeknowledge withprocedures including: registration scheduling medical record management also haveadvancedunderstanding of medical terminology.

• Candidates must successfully pass the required JHM approved designated language assessment prior to job offer. New employees must complete all required training within30 daysof hire.