POSITION SUMMARY

Gives direction to provide efficient access to ensure patient safety. Successfully meets the challenges of accurately scheduling, appropriately managing and implementing provider scheduling templates, registering, and supporting multiple hospital clinics, rehab disciplines and/or departments. Displays leadership in working collaboratively with other members of the health care team, ensuring patient needs are met in a timely manner resulting in both patient and physician satisfaction. The position will maintain and develop processes to policies with the focus on increasing access.

KEY ACCOUNTABILITIES

• Assists Service Representative Supervisor in orientation and training to increase competency.
• Acts as initial contact for problem resolution of customer needs.
• Creates, implements and manages clinic scheduling templates in accordance with divisional policies to improve patient access.
• Communicates with other areas of the organization at multiple levels both providers, leadership and frontline staff to promote a collaborative work environment.
• Answers and directs telephone calls in a polite and informative manner and provides information by accessing alphabetical, geographical, or other directories in an effort to resolve callers’ needs.
• Answers and processes all emergency calls efficiently and expeditiously to promote patient safety.
• 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.
• Ensures demographic information is updated and registration is completed during scheduling to prevent errors for check-in or back end billing.
• Manages incoming requests and communication with referring physicians resulting in the satisfaction of both JHACH specialists and our referring physicians.
• Maintains current knowledge in all areas responding to patient/staff requests, incoming and outgoing telephone calls and paging to support optimal operations.
• Adheres to department policies and procedures and utilizes approved tools in order to provide consistent call handling processes and increased access.
• Demonstrates customer service skills, phone etiquette, and ability to meet productivity standards resulting in patient and family satisfaction.
• Promotes teamwork within the immediate and extended work area in order to foster positive employee relations.
• Demonstrates willingness to achieve personal and professional growth resulting in staff development.