Patient Service Rep - Lake View Clinic - Saint Luke's Health Systems : Job Details

JOB SUMMARY The Patient Service Representative, under the direction of the Clinic Manager, serves as a #customer relations ambassador# by being the usual first contact with patients or visitors, either in person or by telephone. Is responsible for front desk functions, including visitor reception and patient registration, answering calls at the main telephone console, patient appointment scheduling, and processing patient documents and incoming mail. The PSR is an integral member of the team that supports quality patient care. The PSR works collaboratively with patients and families, physicians, clinical staff, management, and support staff to promote efficient and empathetic care in a cost effective manner. MINIMUM QUALIFICATIONS Education: High school diploma or equivalent OR see experience Experience: Six (6) months relevant office or customer service experience Licensure/Certification/Registration: N/A PREFERRED QUALIFICATIONS Education: Successful completion of a post-high school vocational or technical program in general business or medical office practices. Experience: Experience in a physician or general office setting involving customer service Licensure/Certification/Registration: Current certification in basic cardiac life support (BLS). KNOWLEDGE, SKILLS AND ABILITIES Knowledge of general medical office clerical functions. Knowledge of customer relations principles. Knowledge of computerized office functions. Ability to demonstrate empathic, respectful, and positive customer relations behaviors and to effectively communicate with patients/family members, physicians, nurses, management, and support staff, both on the telephone and in person. Ability to present a professional image. Ability to prioritize and complete tasks in a timely manner with attention to detail and accuracy. Ability to maintain patient confidentiality. Ability to use the telephone and handle multiple calls at one time. Ability to perform accurate computer keyboard entry. Ability to write legibly, see, hear, read, walk, speak English, bend, sit, and lift objects up to ten (10) pounds in weight. # READING - Intermediate: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. WRITING - Basic: Ability to write simple correspondence. SPEAKING - Intermediate: Ability to effectively present information in one-on-one, small group situations or before groups of customers, clients, and other employees of the organization. MATHEMATICAL SKILLS - Basic Skills: Ability to add and subtract two-digit numbers and to multiply and divide with 10#s and 100#s. Ability to perform these operations using units of American money and weight measurement, volume, and distance. REASONING ABILITY - Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. PHYSICAL DEMANDS AND ENVIRONMENT PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit and use hands to operate a computer keyboard, mouse or telephone keypad. The employee frequently is required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to#twenty-five (25)#pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. # Stand - Occasionally Under 1/3 (1-2.5 hours) Walk - Occasionally Under 1/3 (1-2.5 hours) Sit - Continuously Over 2/3 (5.5 # 8 hours) Use hands to finger, handle, or feel - Continuously Over 2/3 (5.5 # 8 hours) Reach with hands and arms - Occasionally Under 1/3 (1-2.5 hours) Stoop, Squat, Kneel, or Crouch - Occasionally Under 1/3 (1-2.5 hours) Bending-repetitive forward - Occasionally Under 1/3 (1-2.5 hours) Talk or hear - Continuously Over 2/3 (5.5 # 8 hours) # LIFTING REQUIREMENTS Up to 10 pounds - Frequently 1/3 to 2/3 (2.5 # 5.5 hours) Up to 25 pounds - Occasionally Under 1/3 (1-2.5 hours) # WORK ENVIRONMENT Moderate noise (examples: business office with computers and printers, light traffic) # WORKING CONDITIONS The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.* JOB SUMMARY* The Patient Service Representative, under the direction of the Clinic Manager, serves as a customer relations ambassador by being the usual first contact with patients or visitors, either in person or by telephone. Is responsible for front desk functions, including visitor reception and patient registration, answering calls at the main telephone console, patient appointment scheduling, and processing patient documents and incoming mail. The PSR is an integral member of the team that supports quality patient care. The PSR works collaboratively with patients and families, physicians, clinical staff, management, and support staff to promote efficient and empathetic care in a cost effective manner.* MINIMUM QUALIFICATIONS* Education: High school diploma or equivalent OR see experience* Experience: Six (6) months relevant office or customer service experience* Licensure/Certification/Registration: N/A* PREFERRED QUALIFICATIONS* Education: Successful completion of a post-high school vocational or technical program in general business or medical office practices.* Experience: Experience in a physician or general office setting involving customer service* Licensure/Certification/Registration: Current certification in basic cardiac life support (BLS).* KNOWLEDGE, SKILLS AND ABILITIES* Knowledge of general medical office clerical functions. Knowledge of customer relations principles. Knowledge of computerized office functions. Ability to demonstrate empathic, respectful, and positive customer relations behaviors and to effectively communicate with patients/family members, physicians, nurses, management, and support staff, both on the telephone and in person. Ability to present a professional image. Ability to prioritize and complete tasks in a timely manner with attention to detail and accuracy. Ability to maintain patient confidentiality. Ability to use the telephone and handle multiple calls at one time. Ability to perform accurate computer keyboard entry. Ability to write legibly, see, hear, read, walk, speak English, bend, sit, and lift objects up to ten (10) pounds in weight.* READING - Intermediate: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.* WRITING - Basic: Ability to write simple correspondence.* SPEAKING - Intermediate: Ability to effectively present information in one-on-one, small group situations or before groups of customers, clients, and other employees of the organization.* MATHEMATICAL SKILLS - Basic Skills: Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.* REASONING ABILITY - Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.* PHYSICAL DEMANDS AND ENVIRONMENT* PHYSICAL DEMANDS* While performing the duties of this job, the employee is regularly required to sit and use hands to operate a computer keyboard, mouse or telephone keypad. The employee frequently is required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.* Stand - Occasionally Under 1/3 (1-2.5 hours)* Walk - Occasionally Under 1/3 (1-2.5 hours)* Sit - Continuously Over 2/3 (5.5 - 8 hours)* Use hands to finger, handle, or feel - Continuously Over 2/3 (5.5 - 8 hours)* Reach with hands and arms - Occasionally Under 1/3 (1-2.5 hours)* Stoop, Squat, Kneel, or Crouch - Occasionally Under 1/3 (1-2.5 hours)* Bending-repetitive forward - Occasionally Under 1/3 (1-2.5 hours)* Talk or hear - Continuously Over 2/3 (5.5 - 8 hours)* LIFTING REQUIREMENTS* Up to 10 pounds - Frequently 1/3 to 2/3 (2.5 - 5.5 hours)* Up to 25 pounds - Occasionally Under 1/3 (1-2.5 hours)* WORK ENVIRONMENT* Moderate noise (examples: business office with computers and printers, light traffic)* WORKING CONDITIONS* The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.