Intake Representative

Emergency Room Clerical
Full Time
Rotating
2:25p-11:15p, Rotating

Lexington Health is a comprehensive network of care that includes six community medical and urgent care centers, nearly 80 physician practices, more than 9,000 health care professionals and Lexington Medical Center, a 607-bedteachinghospital in West Columbia, South Carolina. It was selected by Modern Healthcare as one of the Best Places to Work in Healthcare and was first in the state to achieve Magnet with Distinction status for excellence in nursing care.

Consistently ranked as bestin the Columbia Metroarea by U.S. News & World Report, Lexington Health delivers more than 4,000babies each year, performs more than 34,000surgeries annually and isthe region's third largest employer.

Lexington Health also includes an accredited Cancer Center of Excellence, the state’s first Heart

CARE Center, the largest skilled nursing facility in the Carolinas, and an Alzheimer’s care center.

Its postgraduate medical education programs include family medicine and transitional year residencies, as well as an informatics fellowship.

Plans, develops, maintains, and administers customer service function. Models exceptional customer service behavior and serves as an internal consultant for the emergency department. Including, but not limited to dispatching and tracking calls from private practices, pharmacies, insurance companies and patients to multiple physicians and nursing staff. Handles Lexington Medical Centers Urgent Cares' calls.

• Minimum Education:
  
  High School Diploma or Equivalent
• Minimum Years of
  
  Experience:
  
  1 Year of experience in a hospital/medical setting; 1 Year of experience in telephone and public relations field.
• Substitutable
  
  Education & Experience:
  
  None
• Required Certifications/Licensure:
  Basic Life Support (BLS) required or must be obtained within 90 days of hire. Crisis Prevention Intervention (CPI) required or must be obtained within 90 days of hire.
• Required Training:
  Possess a functional knowledge of Microsoft Word, Excel and PowerPoint;
  Experience with using a computer and multi-line telephone.

• Answering incoming calls to the Emergency Department.
• Assists customers via telephone and in person with questions pertaining to their services.
• To act as the first point of contact by telephone.
• Responds to all written and oral correspondence concerning patient inquiries, or refers to the appropriate party as quickly and efficiently as possible.
• Assists patients and staff via telephone calls, etc. to ensure customer satisfaction and prompt resolution of their call.
• Answers the telephone courteously and takes accurate messages.
• Performs follow-up calls or contacts patients previously seen in the ED with variances in their lab or radiology testing.
• Contacts patients discharged from ED to inquire about their care.
• Establishes and maintains accurate and efficient logs of calls or patient concerns..
• Tracks and collect data on all incoming and outgoing calls.
• Maintains hospital-wide forms utilized by the ED by making sure that forms are kept up to date and forms no longer used are removed from stock.
• Maintains the availability of staff lockers by assigning lockers to new staff members.
• Distributes and monitors electronic communication devices (Portable Phones) utilized by the ED.
• Pulls EMS Run sheets and scan into the patient’s chart...
• Contacts interpreters, radiology, poison control, etc. as needed for patient care.
• Performs all other duties as assigned.
• Works alongside ED Guest Services to serve as a liaison between patients and families and the organization.
• Assists patients to various departments as needed by giving directions, escorting them either ambulatory or via wheelchair.
• Will embody those behaviors, philosophies and values which serve to uphold the ideals and enhance the image of Lexington Medical Center.
• Maintains confidentiality of patients, personnel and system information.
• Respects patients "Bill of Rights".
• Demonstrates receptiveness to change and maintain a positive attitude through the change process.
• Presents professional appearance in dress and grooming.
  • Adheres to Dress code.
  • Maintains personal hygiene and cleanliness appropriate to contact with patients,visitors and co-workers.
• Communicates concerns, seek clarifications, & communicates issues immediately with leadership team
• Works in a cooperative manner, which fosters favorable relations between employees, visitors, patients and their families.
• Exhibits commitment and pride through personal example by speaking positively about LMC, the department, employees and guests.
• Exhibits telephone courtesy by:
  • Answering phones promptly with proper name and Department.
  • Speaking with a pleasant tone.
  • Transferring calls correctly and promptly.
  • Attending to calls on hold in a timely manner.
• Follows the Service Expectations Policy.
• Utilizes the service recovery process to resolve complaints (GIFT).
• Complies with Emergency Department Core Principles.

• Cooperates with…