Patient Service Specialist PRN
Company: Vanderbilt University Medical Center
Location: Nashville
Posted on: May 28, 2023
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Job Description:
Organization:
VIS Pt Svcs - OHO
Job Summary:
JOB SUMMARY
Patient Services Specialist (PSS) provides customer service,
including telephone etiquette, cash management, scheduling of
appointments, processes insurance updates and conducts patient
check in/out. The PSS is responsible for maintaining a smooth
patient flow. They are the first contact with our patients,
therefore, must be extremely courteous, patient, and have a neat
appearance. The PSS must be able to always maintain composure and
politeness while dealing with patients, and they must also be able
to work and interact as part of a team, with the skills to perform
multiple tasks simultaneously.
KEY RESPONSIBILITIES
--- Greet patients and guests upon arrival. Scan the reception area
periodically to ensure that each patient is checked in. If
uncertain, verify patient's status. Proactively communicate wait
times or delays to patients at the time of check-in. Provide
updates to patients regarding revised wait times. Maintain an
organized work area and professional appearance.
--- Respond to each call with the standard greeting: Clinic name or
other identifier; Your name; answer call within 3 rings. Place
caller on hold with permission from caller and for appropriate time
frames. Provide complete transfer assistance to all incoming calls
when needed. Demonstrate phone service etiquette.
--- Demonstrate on-stage behavior in all settings viewed by
patients or visitors. Demonstrate off-stage behavior expected in
all settings when representing VPA.
--- Initiates message by correctly including the following
information: Name; At least 2 of the correct identifiers (MR#, DOB,
SS#); Reason for call or inquiry; Forwards messages to the
appropriate recipient in a timely manner following clinical
protocol. Respond to all messages using correct spelling, grammar,
and commentary appropriate for medical record documentation.
--- Demonstrate ability to identify and proactively assist a
patient or visitor. Provide accurate and complete directional
assistance independently or using appropriate resources. Schedule,
pull, and prepare patient charts for same-day visit.
--- Organize and prepare patient records daily (pull patient charts
and organize chart for visit); Ensure privacy by adhering to
sign-in standard format; Ensure accurate patient identification by
comparing sign-in data to 2 separate identifiers; Review "display
notes" for Referral and Central Registration needs; Accurately
determine which account to use for the visit. See Financial
Screening Policy regarding payment responsibilities. Collect
co-payments. Document in EPIC. Provide receipt. Determine if
referral is needed from insurance and is in place for the
visit.
--- Verify demographic & insurance information via open-ended
questions: Name-Accuracy and Spelling SSN Address Phone-Work and
Home Employer Insurance Information Emergency Contact Information.
If insurance has changed, update the registration.
--- Scan insurance cards; Obtain card(s) from patient or guarantor
and scan (if new or not in the chart), using designated device;
Rank each card as primary, secondary, or tertiary.
--- Imprint with correct patient data Release of
Information/Assignment of Benefits Clinical Intake Screening or
History Forms
--- Maintain orderly appearance of reception area; Ensure method
for accountability of each patient check-in; Proactively
communicate with patients about delays; Manage reception area
disruptions
--- File lab slips, X-Ray reports, consult letters, and all other
correspondence in patient charts; Respond accurately to Frequently
Asked Questions
--- Collect encounter forms and verify accuracy and completeness-
Date of service; Encounter # and billing #; Attending Physician's
name and number; Clinic location code; CPT codes and modifiers;
ICD-10 codes; Referring provider for new patients when consultation
charge is marked.
--- Collect self-pay balances per clinic policy; verify whether
patient's account shows a credit balance prior to collecting any
co-pays; post professional charges. Work with Office Manager to
reconcile charge batches, balance cash collections to Use Batch
Report daily, reconcile cash discrepancies, prepare deposit and
take to central depository or bank (daily), and reconcile petty
cash and submit to central depository (daily).
--- Complete Medical Records processes; prepare Outside Medical
Records for access during patient visit, either by creating a visit
folder for the hard copies or scanning in advance of the visit.
Prepare paper patient charts for storage or consolidation with the
main medical record.
--- Respond to patient or other requests for medical record
copies.
--- Incoming Patient & Referring MD Appointment Requests are
scheduled according to clinic standards.
--- Tests, Procedures & Outgoing Referral MD Appointment Requests
are scheduled according to clinic standards.
TECHNICAL CAPABILITIES
Our professional administrative functions include critical
supporting roles in information technology and informatics,
finance, administration, legal and community affairs, human
resources, communications and marketing, development, facilities,
and many more.
At our growing health system, we support each other and encourage
excellence among all who are part of our workforce. High-achieving
employees stay at Vanderbilt Health for professional growth,
appreciation of benefits, and a sense of community and purpose.
Core Accountabilities:
Core Capabilities :
Supporting Colleagues : Develops Self and Others: Continuously
improves own skills by identifying development opportunities.-
Builds and Maintains Relationships: Seeks to understand colleagues'
priorities, working styles and develops relationships across
areas.- Communicates Effectively: Openly shares information with
others and communicates in a clear and courteous manner. Delivering
Excellent Services: - Serves Others with Compassion: Invests time
to understand the problems, needs of others and how to provide
excellent service.- Solves Complex Problems: Seeks to understand
issues, solves routine problems, and raises proper concerns in a
timely manner. - Offers Meaningful Advice and Support: Listens
carefully to understand the issues and provides accurate
information and support. Ensuring High Quality: - Performs
Excellent Work: Checks work quality before delivery and asks
relevant questions to meet quality standards. - Fulfills Safety and
Regulatory Requirements: Demonstrates basic knowledge of conditions
that affect safety and reports unsafe conditions to the appropriate
person or department. Managing Resources Effectively : -
Demonstrates Accountability: Takes responsibility for completing
assigned activities and thinks beyond standard approaches to
provide high-quality work/service. - Stewards Organizational
Resources: Displays understanding of how personal actions will
impact departmental resources. - Makes Data Driven Decisions: Uses
accurate information and good decision making to consistently
achieve results on time and without error. Fostering Innovation : -
Generates New Ideas: Willingly proposes/accepts ideas or
initiatives that will impact day-to-day operations by offering
suggestions to enhance them. - Applies Technology: Absorbs new
technology quickly; understands when to utilize the appropriate
tools and procedures to ensure proper course of action. - Adapts to
Change: Embraces changes by keeping an open mind to changing plans
and incorporates change instructions into own area of work.
Position Qualifications:
Responsibilities:
Certifications:
Work Experience:
Relevant Work Experience
Experience Level:
1 year
Education:
High School Diploma or GED
For a copy of the physical requirements of this position to
determine if you can perform the duties with or without an
accommodation or to request an accommodation, please contact VUMC
Employee Relations at 615-343-4759 or
employeerelations.vumc@vumc.org .
Keywords: Vanderbilt University Medical Center, Nashville , Patient Service Specialist PRN, Other , Nashville, Tennessee
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