Service Representative III - Day Shift

Position Overview

This role involves directing operations to provide efficient patient access while ensuring their safety. Responsibilities include managing accurate scheduling, implementing provider scheduling templates, registering patients, and supporting multiple hospital clinics, rehabilitation disciplines, or departments. The position emphasizes collaboration with the healthcare team to meet patient and physician needs promptly and enhance patient satisfaction. Developing and maintaining processes and policies aimed at improving access is a key focus.

Key Responsibilities

• Assist the Service Representative Supervisor with orientation and training to develop competency.
• Serve as the first point of contact for resolving customer-related issues.
• Create, implement, and manage clinic scheduling templates following divisional policies to enhance patient access.
• Communicate effectively with various organizational levels including providers, leadership, and frontline staff to foster teamwork.
• Handle telephone calls courteously, providing information using various directories to address callers' inquiries.
• Efficiently process emergency calls to promote patient safety.
• Schedule and pre-register patients following established guidelines to ensure accuracy.
• Manage incoming and outgoing calls as well as community physician referrals to facilitate timely scheduling.
• Update demographic information during scheduling to prevent errors during check-in or billing.
• Coordinate communications and requests with referring physicians to maintain satisfaction for both specialists and referring providers.
• Stay knowledgeable about departmental operations to respond effectively to patient and staff requests, calls, and pages.
• Follow departmental policies and procedures to ensure consistent call handling and improved access.
• Exhibit excellent customer service and phone etiquette, meeting productivity standards to achieve patient and family satisfaction.
• Encourage teamwork within immediate and extended work units to support positive employee relations.
• Demonstrate commitment to personal and professional growth for staff development.

Qualifications

• High School diploma, GED, Certificate of Completion, or equivalent.
• Strong verbal and written communication skills along with interpersonal and team-building abilities.
• At least four years' experience in healthcare business office operations including registration, scheduling, medical records management, and insurance processes.
• Advanced knowledge of medical terminology.
• Capability to establish and maintain effective working relationships with patients, coworkers, medical staff, and the public.

Compensation and Additional Information

The pay range is $19.02 to $30.44 per hour, with compensation reflecting experience and role responsibilities. The hospital may modify employee schedules as necessary.

Equal Opportunity and Workplace Policies

The organization is dedicated to fostering an inclusive environment valuing diversity and equitable healthcare. It is an Equal Opportunity employer and maintains a drug-free workplace. Employment consideration is provided without discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic information, veteran status, or other protected categories.