Patient Service Rep – Mason Square Neighborhood Health Center

At Baystate Health we respect the privacy of our candidates and recruits. Please note that we will not contact candidates directly to ask for personal information over the phone, such as date of birth, social security number, or any other private financial information.
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Schedule: 2:30pm – 11pm every other weekend

Location: BMC Main Campus – 759 Chestnut St.

In collaboration with a multiple departments, performs the administrative tasks necessary to support exceptional patient-centered care, such as reception, managing of phone calls, facilitating image release, communicating imaging reports, validating physician orders, daily roster preparation, and patient registration. Adheres to BHS operating principles, system and department compliance policies, and any applicable laws and regulations. May be required to perform other related tasks or duties as requested or assigned.

• Managing the Patient
  
  Experience:
  
  Greets patients promptly in warm, friendly manner demonstrating appropriate amount of interest or concern. Smile, make eye contact, use welcoming language (hello, welcome, how can I help you today). To maintain patient confidentiality use the system to verify reason for visit. Gather and/or verify patient demographics. Confirm we have referrals or pre-authorizations if necessary. Give the patient a provider update (on time or running late, etc.).
• Hospitality: Maintain waiting area, check reading materials, play areas, etc. Direct patient and family members to restrooms and other amenities. Check to see if there is any other way you can assist. Employees at this level are developing their skills and understanding of needs of the patients and their families or caregivers.
• Communication: Develops and maintains working relationships with coworkers, providers, other agencies, and ancillaries. Receives and provides information as necessary while complying with policies and regulations (e.g., HIPAA). Addresses public in a cheerful customer service focused manner. Demonstrates awareness of cultural differences and adjusts to accommodate differences. Develop competency in managing difficult conversations.
• Patient Identification: Will identify a patient using two identifiers (i.e., name and date of birth). Where required, will place an  on the patient following verification of the patient’s identity. Will monitor patients stay in our waiting area, to maintain open communication about delays and exam status.
• Confidentiality and Privacy: Maintains confidentiality of patient records using extreme care to discuss matters only with appropriate personnel to meet HIPAA Guidelines. Effectively operates hospital information system, ensuring patient and hospital confidentiality in accordance with established policies.
• Telephone: Answers telephones in a prompt, courteous manner. Attempts to resolve inquires without transferring calls, if necessary, routes phone calls to appropriate personnel or department.
• General Duties: Performs general clerical duties, which include order entry, system downtime recovery, preparation of exam-related materials and records, and makes reminder calls to patients. Observes any discrepancies within patients’ records and either corrects them or brings them to the attention of proper personnel. Identifies and communicates all unfinished work, assuring continuity.
• Mail Processing/Faxes/Rosters/Images: Demonstrates the ability to operate all office equipment to include fax machines and copiers. Opens, sorts, and distributes all incoming mail and faxes daily according to practice guidelines. Prints orders, CDs, and reports while following the appropriate release and or approval in compliance with practice policy and regulations (e.g., HIPAA) Reviews…