Outpatient Service Representative

Job Summary

Serves as primary resource for outpatient physicians, clinicians, patients and staff with regard to complete demographic, insurance and appointment information

Duties & Responsibilities

Directs all patients, family members and visitors to the appropriate location in the hospital.

Reviews and completes all patient registration requirements with patients new to Butler Hospital Outpatient Department in compliance with hospital protocols.

Communicates information effectively with all area of Outpatient Services Department to insure that patients receive complete, accurate, and concise information regarding all services rendered.

Communicates information effectively with all the outpatient clinical staff to insure highest possible level of customer service.

Protects the rights of patients and insures patient confidentiality by adhering to PPM # 65.20.

Answers all incoming calls within three rings in a professional, courteous, and helpful manner; directs caller as appropriate, forwards call to appropriate office, or relays accurate message as needed in a timely manner, including prescription support for physicians

Forwards all urgent calls to the appropriate physician or clinician immediately, pages clinical staff when necessary to meet patient needs, obtains records for Outpatient CIS as needed to provide complete information to M.D. or clinician.

Checks all patients in upon arrival and notifies clinician/physician of their arrival when appropriate.

Reviews complete Patient Registration Packet with new patients, provides complete accurate and concise information to patients regarding services, and obtains patient/ parent signatures on all necessary forms in compliance with Outpatient Clinical Information Systems and Butler Hospital requirements

Enters/ registers all patients into hospital computer system accurately; insures integrity of hospital computer data base with regard to all demographic and insurance information.

Remains current on information regarding provider status of all clinicians and physicians rendering outpatient services for all insurance companies and managed care companies.

Remains current on information regarding location, specialty, credentials and availability of all clinicians and physicians rendering outpatient services.

Under the direction of the Senior Area Leader, produces, interprets and takes appropriate action of various computer generated reports.

Performs other duties in the Outpatient Department as assigned by the Outpatient Operations Manager.

Observes all relevant Risk Management, Infection Control, Safety and Disaster Policies and Procedures.

Attends and participates in all mandatory hospital orientation and professional development training and education and maintains key competencies needed to perform duties of job responsibilities.

Participates in and supports all hospital wide performance improvement initiatives and strives for continuous quality improvements in both the Outpatient Reception Office and the Outpatient Services Department.

Maintains a customer focused work environment, demonstrating respect for both internal and external users of all hospital services.

Completes other duties as assigned

Requirements

Education:

High School or GED Required

Experience:

Licenses:

Certifications:

Knowledge, Skills, & Abilities:

Proficient grasp of English language, grammar and punctuation skills, telephone skills, typing, computer and data entry skills, professional interpersonal skills and ability to interact effectively with patients, clinicians, and external customers.

Schedule: 40/80 Full Time Days - South County Commons location

About Us

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.