Customer Services Rep - Patient Financial Services

JOB PURPOSE OR MISSION : Processes customer orders and coordinates patient services in a professional, prompt and cost effective manner for the age population served, as defined in the department’s scope of service.

PERFORMANCE CRITERIA

CRITERIA A : Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.

PERFORMANCE STANDARDS :

• Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
• Takes initiative in living our Everyday Excellence values and vital signs.
• Takes initiative in identifying customer needs before the customer asks.
• Participates in teamwork willingly and with enthusiasm.
• Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
• Keeps customers informed, answers customer questions and anticipates information needs of customers.

CRITERIA B : Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines, and the GHS Corporate Compliance Guidelines.

PERFORMANCE STANDARDS

• Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
• Maintains accurate and reliable patient / organizational records.
• Maintains professional relationships with appropriate officials; communicates honesty and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.

CRITERIA C : Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.

PERFORMANCE STANDARDS

• Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.

CRITERIA D : Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his / her job performance.

PERFORMANCE STANDARDS

• Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
• Initiates or redesigns to continuously improve work processes.
• Contributes ideas and suggestions to improve approaches to work processes.
• Willingly participates in organization and / or department quality initiatives.

CRITERIA E : Cost Management - Employee demonstrates effective cost management practices.

PERFORMANCE STANDARDS

• Effectively manages time and resources
• Makes conscious effort to effectively utilize the resources of the organization material, human, and financial.
• Consistently looks for and uses resource saving processes.

CRITERIA F : Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.

PERFORMANCE STANDARDS

• Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.
• Employee proactively reports errors, potential errors, injuries or potential injuries.
• Employee demonstrates departmental specific patient and employee safety standards at all times.
• Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.

JOB FUNCTIONS

ESSENTIAL JOB FUNCTIONS include, but are not limited to :

1. Processes customer orders and answers the telephone.

PERFORMANCE STANDARDS :

• Completes all patient file data and computer entry with less than 10% errors within 48 hours of service.
• Answers the telephone within 3 rings and directs calls according to established procedures.
• Calculates patients charges accurately, coordinates financial arrangements and collects payments whenever possible and appropriate.

2. Arranges patient services to assure responsiveness to customer needs.

PERFORMANCE STANDARDS :

• Schedules services to satisfy patient needs in an efficient manner 90% of the time as determined on patient surveys.
• Generates accurate service tickets to the service department within 2 hours of the patient order 90% of the time.

3. Assures customer satisfaction and follow-up.

PERFORMANCE STANDARDS :

• Identifies and resolves patient complaints and problems whenever they occur as determined by observation and as reported on incident reports.
• Schedules follow-up visits, deliveries and services in a time frame that meets our promised commitments, prevents patients from running out of supplies and assures proper maintenance of the equipment 90% of the time.
• Assists customers who come into the showroom with prompt professionalism.
• Ensures showroom is organized and neat at all times.

4. Educates customers and referrals.

PERFORMANCE STANDARDS :

• Assists customers with identifying products which best suit their needs and provides pertinent information relating to qualifying a Medicare patient as appropriate.
• Trains customers how to use equipment picked up from the showroom of AMC and completes training forms.

5. Performs all other duties as assigned.

PERFORMANCE STANDARDS :

• Keeps the customer service manager informed on a consistent basis in all aspects of store operations.
• Attends in-services and other meetings as required.
• Completes other assigned projects timely and accurately.

EXPERIENCE REQUIREMENTS

Previous experience in medical field preferred.

EDUCATIONAL REQUIREMENTS

High School Diploma or GED preferred.

SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS

Computer skills preferred.