Patient Service Rep

Reports to the Director/Manager. Coordinates daily administrative activities within the Department. Performs support functions for the Director/Manager. Ensures that appropriate and accurate documentation is maintained. Facilitates communication and serves as a resource to staff and patients as appropriate.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Provides administrative support to the Director/Manager by:

• Administering, updating and implementing, if necessary, established Departmental and Memorial Hospital policies/procedures and standards.
• Recommending new policies/procedures and practices to the Director/Manager.
• Developing, maintaining and updating the Departmental files in the hospital information systems.
• Independently gathering data and composing and preparing complex documents and reports.
• Performing diversified duties specific to the Department’s needs.
• Providing research, coordinating special projects and preparing data, reports and graphs.
• Monitoring and reporting on quality improvement indicators/activities.
• Ensuring that appropriate documentation (i.e., charts, files, correspondence, etc.) is maintained within the Department. Also assisting with the maintenance of Department documentation that is required by various regulatory agencies.
• Monitoring and maintaining adequate inventories of supplies and materials.
• Making arrangements for meetings, conferences, training sessions, health fairs, educational programs, etc. as directed.
• Performing scheduling, billing related duties and transcription as needed by the Department.

Assists the manager with coordination of the daily general operational activities of the Department, according to established policies and procedures, by:

• Assisting with workload assignments, staff scheduling, training and orientation of new employees, validation of employee competencies, etc. per the specific needs of the Department.
• Providing input for employee performance appraisals, as appropriate.
• Coordinating the work schedules and vacation requests of the staff in order to meet the needs of the staff and the Department, as appropriate.
• Communicating with the Director/Manager regarding any possible problems (for example, staffing or scheduling problems) in a timely manner.
• Facilitating communication and teamwork among the staff and acting as a resource for the staff. Also ensuring a smooth work flow.
• Building and maintaining effective working relationships, with internal and external contacts.
• Disseminating and sourcing information throughout the organization.
• Researching problems and providing resolution in a timely manner. Also responding to requests and complaints.
• Facilitating timely responses to inquiries or concerns and also ensuring satisfactory problem resolution.

Performs other Functions to maintain personal competence and contribute to the overall effectiveness of the departments by

• Attending in-services and department meetings; also participating in continuing education and attending conferences as approved.
• Ensuring that “world class” service is provided at all times.
• Ensuring that the Hospital’s policy on confidentiality is strictly followed.
• Participating on Memorial Hospital/Memorial Health System committees as requested.
• Completing other job-related duties as assigned.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a high school diploma (or equivalent).
• An Associate’s Degree (or equivalent) is preferred.
• A minimum of five years of progressively responsible experience (where knowledge of office procedures and organization skills were obtained) in a related environment is required.
• Previous experience in a leadership role is desired.

Knowledge & Skills

• Demonstrates a solid understanding of Department services, functions and processes.
• Requires the skills necessary to plan and organize operational activities and effectively evaluate the staff. Also requires good judgment and the ability to work independently and proactively.
• Demonstrates the leadership skills necessary to elicit cooperation and support from others and motivate and coordinate the staff’s daily activities. Also demonstrates ability to work closely with other staff in a team-based environment.
• Requires a customer-service orientation and effective analytical, decision making, negotiation and problem solving skills.
• Demonstrates proficiency in basic computer skills (i.e., data entry, word processing and spreadsheets). Also requires the ability to maintain databases. Demonstrates ability to utilize various software packages to produce reports, presentation materials or other documents.
• Demonstrates solid general clerical skills (i.e., filing, typing, operating basic office equipment, etc.); also must be detail oriented and able to gather data from several sources. KNOWLEDGE, SKILLS AND ABILITIES (contd.)
• Demonstrates the interpersonal and communication skills (both verbal and written) necessary to interact effectively with patients, Physicians and staff.
• Demonstrates knowledge of and a commitment to Memorial Health System’s mission and values and the organization’s goal of providing world class service by following Memorial’s Performance Essentials.

Working Conditions

• Works in an office environment.
• May need to vary scheduled days/hours (including working evenings and/or additional hours) as determined by the needs of the Department.
• Must be able to be effective in a fast-paced, quality-focused, multi-priority environment that frequently deals with stressful situations and deadlines.

Physical Demands

• Requires the physical ability and stamina (i.e., to remain on feet and walk for long periods of time, ability to push wheelchairs and carts, to lift or pull patients or supplies, to provide CPR, etc. and to sit for long periods of time) to perform the essential functions of the position.