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Patient Service Representative II-Administration - Surgery

Company: Nemours
Location: Wilmington
Posted on: January 15, 2019

Job Description:

Education - High School Diploma or GED As one of the nation's leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children - even those who may never enter our doors - through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own. This position is responsible for: The Patient Service Representative II will schedule all appointment requests received via telephone, electronically and fax, following Nemours Standard Business Practices and exhibiting excellence in customer service. The Patient Service Representative II will the Nemours' Standards of Behavior in all interactions with internal and external customers. The Patient Service Representative II will acquire and maintain an advanced knowledge and proficiency in Department of Surgery scheduling guidelines, Epic functionality and Standard Business Practices and function as a resource expert to colleagues. Essential Functions: 1.Promptly and courteously manage scheduling telephone calls to/from internal and external customers, including families/guardians and referring physician offices, utilizing proper telephone technique. Handle or triage calls appropriately. 2. Accurately register new patients. Update registration of existing patients. Perform insurance verification. 3. Schedule outpatient appointments and consultations at all service sites for assigned physicians. Assess appointment availability across all Nemours sites; offer first available appointment. 4. Gather information needed for correct appointment scheduling, to include provider/specialty, reason for visit, visit type, referring physician, preferred office location, etc. Create referral shell, as prompted. 5. Inform patient family of copay and outstanding patient balance, if applicable. Request payment. 6. Initiate scheduling calls, within the appropriate timeframe, as directed via Inbasket messages (consults, recalls, scheduling messages, etc.). 7. Initiate communication to families impacted by clinic cancellations; reschedule patient appointments following Nemours Standard Business Practice guidelines. 8. Acquire and maintain knowledge and proficiency in the Department of Surgery scheduling protocols, including the criteria for emergent, urgent and routine appointments. Function as a resource expert for colleagues. 9. Acquire and maintain an advanced knowledge of Epic and its functionality. Serve as a resource expert for colleagues. 10. Ensure patient/customer satisfaction by providing excellent customer service during each encounter. Nemours' Standards of Behavior to each encounter. itional Requirements High School Diploma 1-3 years of job related experience Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique 'Bridge to a Healthy Future' pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.

Keywords: Nemours, Wilmington , Patient Service Representative II-Administration - Surgery, Sales , Wilmington, Delaware

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