POSITION DESCRIPTION
POSITION TITLE: Patient Service Representative JOB CODE: 270
THIS POSITION REPORTS TO: Manager, Patient Registration
SERVICE AREA: Patient Registration
POSITION PURPOSE: The Patient Service Representative will work in the Patient
Registration Department with a thorough knowledge of the department and its operating
polices and procedures. They will be responsible for accurately entering patient
information into the hospital computer system in a timely manner, answering and directing
calls via the hospital PBX system and the in-house phones, operating equipment,
distributing paperwork, and directing visitors, patients and fellow employees to various
areas of the hospital. They are the first person most customers come in contact with and
must, therefore, be able to interact with the public.
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PRINCIPLE ACCOUNTABILITIES AND ESSENTIAL DUTIES OF THE
JOB:
* Job Duties
- Handles all issues, problems and concerns when manager is not available, and
reports to manager.
- Primary contact for patients, visitors and employees.
- Primary contact for callers via PBX and in-house phones.
- Keeps the Patient Registration Manager informed of all problems.
- Delivers messages to appropriate personnel in a timely manner.
- Overhead paging and beeping.
- Responsible for entering all patients into the hospital computer system via
- Produces and distributes paperwork to the Business Office, Emergency Room and
Health Information for patient charts.
- Works with the Patient Registration Manager to refine department policies and
procedures (Practice Council).
- Works with the Patient Registration Manager in training, staffing and continuing
education (Staff Development Council).
- Works with the Patient Registration Manager to identify needs of the department.
- Strives to find ways to better serve our customers more efficiently.
- Must work well with all hospital personnel.
- Responsible for overseeing deposits and petty cash amounts.
- Develop or assist Manager in developing proper work schedule of the department.
* Staff Development
- Attends department and in-house meetings conducted by the Patient Registration
Manager or other hospital personnel.
* Problem Solving
- Answers questions regarding all aspects of admitting and the PBX. Works with
the Patient Registration Manager in resolving problems among staff, visitors and
patients.
* Legal Issues
- Demonstrates awareness of confidentiality in all aspects of the department and
hospital.
- Demonstrates safety needs within the hospital.
- Actively supports risk management.
* Knowledge Base
- Assumes the responsibility for knowledge of and adherence to approved structures
and standards.
- Has knowledge of the admitting process.
- Has knowledge of insurance.
- Must be able to answer, make and transfer all calls coming into the hospital via
PBX.
* Flexibility
- Must remain flexible in the cooperation of the needs of the department,
physicians, visitors and all callers to the hospital.
- Must be flexible to work any shift that may be covered.
* Equipment
- Must be able to maintain and operate all equipment within the department.
* Department Hours
- The department is open 24 hours a day, 7 days a week.
* Responsibilities
- Accurately and efficiently registers all patients within the hospital via the
- Distributes paperwork to the Business Office, Health Information, and ED
for patient charts and anywhere that paperwork is necessary.
- Receives and posts patient payments.
- Answers questions regarding patient billing.
- Keeps department clean, neat and organized.
- Assists with the day-to-day operations of the department.
- Maintains and reports alarms operations.
- Makes sure all equipment is up and running.
- Answers, transfers and makes calls via the hospital PBX system and other
department phones.
- Pages all emergency calls via hospital paging system.
- Pages personnel via the hospital overhead paging system and the beeper system.
- Maintains and updates all call schedules.
- Reports to staff members and the Patient Registration Manager of any problems,
changes and needs of the department.
- Works with the Patient Registration Manager and other staff members to ensure
that the department is being run in a smooth and efficient manner.
* Qualifications
- An employee in good standing working with the Patient Registration Department.
- Must be a high school graduate and over 18 years of age.
- Must have some computer, office, medical terminology and public awareness.
- Must have pleasant and courteous telephone manners, with the ability to
communicate effectively with visitors, patients, physicians and hospital
personnel.
- Must have initiative and judgment required to handle and solve all problems.
- Must have proper phone etiquette.
- Must be able to handle lots of stress.
- Must be organized, demonstrate a knowledge in prioritizing, and accomplish tasks
within a specified time frame without supervision.
- Must be goal-oriented.
- Must be flexible in working various shifts and holidays.