Patient & Guest Services Representative

Location: BMC Springfield MA

Schedule: 24hrs per week; 3p-1130p; 2nd shift. every other weekend and every other holiday

Under the direction of the Patient Relations & Guest Services Manager receives and assesses requests from all significant customer constituencies: patients providers service areas and payors. Analyzes customer requests and coordinates accurate and thorough information exchange.Providesaccuratedocumentation following all established protocols.Collaborates with service area andacts as a liaisonbetween Baystate Health and our external customers to satisfy customer requests. Performs responsibilities within established customer service standards

1) Processes all assigned admissions and related transactions within established monthly 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 necessaryto 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 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 inpreparationof Death Certificate as needed

Arrangesand assist in telephone post-mortem authorization as needed

Verifies status notifies FuneralHome or Medical Examiner and completes documentation for release of expired patients to Funeral Home or Medical Examine

8)Complete admission functions for Wesson Womens Hospital.

9)Information resource to the facility.

1)Minimum of 90 days experience as an ASR I

2) Successfully completed departmental orientation and signed off by mentor in assigned product line

3) Completes assigned activities independently 90% of the time

1)None Listed

1) Certified Medical Terminology obtained within one year of hire.

2) Keyboard skills and ability to type 25 wpm

3) Speak read and write English clearly and concisely using correct grammar and vocabulary

Certifications:

Certified Medical Terminology (preferred upon hire; obtain within one year of hire as a competency)

Education:

Certifications:

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidates relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum

Equal Employment Opportunity Employer