Patient Services Representative - Jacobs Family Wellness Pride Center

City/State

Nyack, New York

Department

Pride Center

Work Shift

Day

Work Days

MON-FRI

Scheduled Hours

8:30 AM-5 PM

Scheduled Daily Hours

8 HOURS

Scheduled Weekly Hours

40

Hourly Rate/Range

Starting at $21.00

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

A. Job Summary: Create a customer friendly environment utilizing exemplary customer service skills; greet patients upon entry to medical office, obtain all pertinent demographic information from patients and family members; schedule and verify appointments. Supports the department with a variety of clerical functions to ensure the efficient operation of all programs and any ongoing and future grants or other projects. The PSR will schedule appointments, provide appointment reminders, coordinate testing and referrals as needed; verify insurance coverage status; obtain Prior Authorizations including but not limited to medications, radiology, referrals, and procedures; and collect and record payments utilizing automated systems. Assists in creating and maintaining electronic medical records and data bases. Responsible for registration, verification of insurances including Medicare and Medicaid, and collection of co-payments. Responsible for setting up patient charts and pre-registration prior to appointment and ensuring charts are complete with necessary documentation and paperwork. Scan and copy pertinent information into patients’ charts. Performs various administrative functions in support of the department.

B. Essential Job Qualifications

• Education: HS diploma or equivalent required. Associate degree preferred.
• Experience: One to two years’ experience in a medical office or hospital setting with a general understanding of office procedures, billing, and insurance carriers. Proficient in Microsoft word, excel, outlook. Experience with an electronic Medical Record system; Epic preferred.
• Training/Certification: N/A
• Licensure: N/A
• Other: Bilingual in Spanish preferred. Excellent verbal, written and organizational skills. Must be able to multi-task. Experience working with or being part of minority communities including LGBTQ+ community is a plus.

C. Job Specific Contacts

• General Contacts: (titles) Office Manager, clinicians, nurses, patient educators, social workers
• Job Provides Direction to: (titles) none

D. Environment and Demands

• Environmental Demands: Spending most of the day indoors. Exposure to noise from telephones, conversations, and office equipment. Working in a shared environment with other employees and visitors. Maintaining a clean, organized, and professional reception area.
• Essential Physical and Cognitive Demands, Manual Dexterity: Sitting for long periods at a reception desk. Frequent use of a computer, keyboard, telephone, and office equipment. Repetitive hand and wrist movements. Occasional lifting or carrying files, packages, or office supplies. Maintaining concentration and attention to detail. Multitasking between answering calls, greeting visitors, and scheduling appointments. Handling stressful or busy periods. Remaining calm and professional when dealing with difficult customers. Ability to multitask. Problem-solving and customer-service skills.

Part I: Hospital-Wide Standards

A. Organizational: Demonstrates adherence to Montefiore Nyack Hospital “We Care” standards.

WORKING TOGETHER

“I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees with whom I interact.”

• Place team success above individual recognition.
• Be receptive to new ideas and approaches within my workplace.
• Offer assistance generously without hesitation.

EMPOWERMENT

“I will be accountable, responsible, and self-directed in all aspects of my work at all times.”

• See projects through to ensure completion.
• Problem solve with patients, family members, and other employees.
• Follow up to ensure a resolution.

COMMUNICATION

“I will demonstrate positive communication in a clear, courteous and appropriate manner at all times.”

• Answer the phone within three rings if possible and identify myself, my department, and ask, “How may I help you”?
• Use effective verbal and written communication to patients, families, visitors, using the principles of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You)
• Use positive communication in my tone of voice, body language, and choice of words.
• Respond to e-mails in a courteous manner, with-in twenty-four hours.

APPEARANCE

“I will dress in a manner that reflects a professional and positive image of the hospital at all times”

• Maintain a clean, neat, and professional appearance which adheres to hospital dress code policy.
• Promote and adhere to Nyack Hospital's guidelines regarding a safe and clean work environment for employees, patients, families and visitors.

RESPONSIVENESS

“I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.”

• Respond to patient call lights and ask if I can assist. (No Pass Zone).
• Respond empathetically.
• Apologize for delays and concerns.

EXCELLENCE IN SERVICE

“I will strive to ‘do my best everyday’ in exceeding customer expectations.”

• Anticipate and address my patients’, families and visitors’ needs.
• Avoid negativity and exhibit a “can-do” attitude.
• “Manage up” fellow employees, physicians, departments, and the organization, to increase patient confidence both internally and in the community.
• Exit elevators to accommodate our patients’ first.
• Acknowledge people in the hallway by smiling and making eye contact.
• Help lost guests and new employees by escorting them to their destination.

B. MISSION/STRATEGIC PLAN

Participates in activities which support the mission of the Department and the hospital

C. JOB SPECIFIC COMPETENCIES:

*Demonstrates the required job specific technical professional knowledge, skills and abilities.

• Answer heavy phone volume.
• Meet and greet patients, family members and all visitors.
• Schedule appointments utilizing the electronic medical records system.
• Verify insurance coverage, benefits and co-payments.
• Confirm appointments.
• Confirm patient demographics at each visit.
• Update patient demographic and insurance information in electronic health record.
• Collect deductibles, co-payments and/or other outstanding balances as needed.
• Enter charges from super-bill/encounter form into electronic practice management system.
• Reconcile front desk charges and payments.
• Relay messages to other staff.
• Relay messages to patients as required by staff.
• Assist with filing and copying charts and documents, as needed.
• Stock supplies.
• Perform all other duties as assigned
• Document on addendum age specific competency.

Part II: Employee Performance Standards

A. CUSTOMER SERVICE

• Demonstrates the ability to create a positive interaction with the customer.
• Demonstrates positive communication with people of different cultures, values & beliefs.
• Demonstrates the ability to acknowledge customer concerns and takes corrective action.
• Demonstrates compliance with identified customer service behaviors.
• Provides escort to customers when necessary.

B. PERFORMANCE IMPROVEMENT

• Participates in Department/Hospital-wide activities which improve processes and/or outcomes.
• Utilizes resources to maintain and improve self development and knowledge.
• Complies with licensure and/or certification requirements.
• Participates in annual competency assessment.

C. Budget

• Demonstrates fiscally prudent use of equipment and supplies.
• Utilizes charge process for supplies/equipment.

D. PROJECTS/ASSIGNMENTS

• Completes projects/assignments within projected time frames and expectations.
• Participates in committees and task forces as requested.
• Performs other duties as assigned within classification.
• Assists with the orientation process for new hires.

Addendum

Age Specific Competence FOR THOSE STAFF WITH REGULAR CLINICAL CONTACT

(Attach supporting documentation of assessment of competency)

• Within the scope of practice, assumes responsibility, as necessary, for the assessment,

treatment and care of patients of all ages, from neonate to geriatric.

• Displays competency in obtaining and interpreting the patient’s behavior based upon an

understanding of cognitive, biopsychosocial, and aging processes.

• Displays an understanding of the developmental needs of the patient when planning and implementing treatment or services.

Montefiore Nyack Hospital is an equal employment opportunity employer. Montefiore Nyack Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.