The Patient Services Assistant is independently responsible for utilizing organizational skills and advanced computer knowledge to develop and maintain a system for coordinating, recording and retrieving information required for documentation. Responsible for mailing education and health information to callers upon request. Assists with downloading of phone queue following policy/procedures after training. Responsible for assisting with office functions in the daily operation of the call center. Performs a variety of clerical duties for physicians and clinic staff to include scheduling appointments. Retrieves insurance, patient information, and offers continuity of patient care with hand off to clinical team through electronic software. Performs related duties as assigned in a professional manner with a goal of creating a safe and positive patient care experience.
Responsible for Down Time procedures and able to function efficiently and other procedures as designated.
Schedules appointments as appropriate, following physician approved directives.
Assists with physician referral and for outbound campaign management as directed.
Able to recognize potential emergent patient symptoms/situations and will transfer to RN for immediate assessment.
Assists with departmental letters, survey/questionnaire and forms.
Responsible for standard follow-up mailing of letters and resource materials upon request.
Provides callers with physician referrals that meet their needs as indicated by monitored phone calls and satisfaction surveys.
Ensures the telephone is answered within 3 rings in a cordial, courteous and helpful manner.
Obtains and enters caller demographics and reason for call into software while maintaining accurate contract information.
Communicates and interacts with clients, hospital personnel, and physicians in a manner that promotes and maintains a high level of quality service.
Verify caller’s name, patient’s name, demographics, telephone number, insurance, birth date, reason for call, and contract data on every call received when appropriate.
Demonstrates teamwork, cooperation and personal involvement with other employees/departments of the Mercy Health System and outside agencies.
Earns respect and loyalty of consumers and fellow employees by demonstrating a commitment to quality of service. Commitment will be reflected through positive actions, reported or observed by the supervisor/manager regarding excellence.
Listens effectively to gain understanding of consumer needs and responds by taking appropriate and timely action. Compliments received or actions observed by the supervisor/manager may lead to exceeding the standard.
Maintains patient privacy and or confidential hospital and employee information at all times.
Makes appropriate efforts to discourage or silence discussions of confidential information and personal business when in the presence of patients and visitors that may lead to exceeding the standard.
Each career at Mercy represents unique members of our caring ministry’s “body”, working together for the health and strength of the whole. To achieve our goals, we need all the parts functioning at their best and this requires the specific qualifications that you’ll bring with you:
- Qualification 1: High School Diploma or equivalent required.
- Qualification 2: Working knowledge of medical terminology, typing and computer data entry skills required. Skill in greeting patients and answering the telephone in a pleasant and helpful manner. Ability to read, understand and follow written and oral instruction. Ability to sort and file materials correctly by alphabetical, numerical, or color-coded systems. Must display initiative and willingness to accept additional duties in the front office area during absences and adapt to fluctuating workload. Must be able to communicate clearly and establish and maintain effective working relationships with patients, staff, and the public.
Education: High School Diploma or equivalent required.
Licensure: Medical Assistant, Emergency Medical Technician, or other medical-related program student or graduate.
Experience: 3-5 years of hands-on patient care experience
Certification/Registration: Medical Assistant, Emergency Medical Technician, or other medical-related certification or registration.
We’ll Support You at Work and Home
Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds, even to part-time employees. We’re proud to provide tuition reimbursement to help you grow and learn new skills.
What Makes a Good Match for Mercy
Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.