Patient Services Rep II- Becks Woods

Job Description

Nemours is seeking a Patient Service Representative II for our Becks Woods, Bear DE location.

Provide service excellence to each patient and family by performing and completing designated business processes associated with an outpatient visit. At each outpatient visit, complete processes in an efficient fashion, ensuring that the patient and family are prepared for their outpatient appointment in a timely fashion. Also, ensure that all demographic and financial information is accurately verified in advance of the patient visit, and monitor the waiting room and work environment to ensure patient safety and high service levels.

Participate in Nemours programs for continuous quality, performance, and service improvement and work with department management to improve the services provided, through a team-based approach.

• Greet and communicate with each patient and family at the start of their outpatient visit and at each interaction using AIDET protocol (acknowledge-introduce-inform about duration-explain-thank).
• Accomplish tasks that are a part of the Nemours’ outpatient appointment business functions prior to and at the time of appointment check-in, visit and check-out. Duties may be specific to each outpatient location. All general duties include butare not limited to:
• Prepare for scheduled patient visits 95%
• Schedule follow up appointments (utilizing iGuide to determine participation, if appropriate)
• Responsible for MyNemours sign ups and facilitation activations.
• Throughout shift, regularly communicate with clinical staff in the assigned work area regarding the status of waiting patients, particularly those who have been waiting more than ten minutes and then with waiting patients/families to ensure they have status updates on their appointment.
• communicate clinic status to families in the waiting area using the principles of AIDET
• contact manager with problem situations or when assessment is that service recovery is necessary.
• Accurately reconcile payment collections at the end of each shift, as per Cash Collections Policy, and completes End of Day (EOD) Reports including DCRF and LDCRS.
• Complete assigned work queues daily.
• Maintain computer and electronic system competency including but not limited to processes for: scheduling, appointment cancellations and order entry for clinical system, use of