Service Representative - Burr Ridge

Employment Type:

Full time

Shift:

Day Shift

Description:

Job Title: SERVICE REPRESENTATIVE

Job Code: 3057

Department (Name/Number): NORTH RIVERSIDE MEDICAL CENTER / 34180

Reports to: MGR PRACTICE II

FLSA Status Non-Exempt

EEO Category 40 402

Pay Grade 36

I. Position Summary:

The Ambulatory Service Representative promotes increased utilization of Loyola services by maintaining

a customer service attitude that reflects the mission, vision and values of Loyola Medicine. The individual

ensures effective clerical operations for the service area and performs all job duties under the highest customer service standards to exceed customer expectations. Always conveys a professional and positive image of Loyola Medicine during interactions with patients, families, physicians, staff members

and internal departments.

II. Position Responsibilities:

No. Percent of Time Essential Duty Job Duties

1 20% Yes

SCHEDULING Utilizes and is proficient in scheduling software system

in accordance with system and physician guidelines to effectively

schedule, cancel and revise appointments. a.) Schedules patient

appointments in conjunction with orders, urgency of care and patient

convenience, involving multiple sites when appropriate. Ensures that

patient is offered services at location and time that is most convenient,

while maintaining physician protocol. b.) Offers wait list to patients that

are scheduled over 14 days. c.) Ensures that new patient appointment

information is obtained at time of scheduling appointment. If missing,

follows up with patient prior to visit to secure data. d.) Cancels clinic

patient appointments as necessary. Responsible that all patients are

notified and rescheduled in a timely manner. e.) Documents no-shows

and cancellations in scheduling software system. f.) Monitors

physicians' schedules daily for optimal physician schedule and patient

satisfaction. Contacts patients on wait list and offers earlier

appointment when appropriate.

REGISTRATION Utilizes and is proficient in registration software

system in accordance with ambulatory, LUMC and LUPF guidelines to

secure accurate demographic and insurance data. a.) Compares and

verifies patient demographic and insurance information with system

data to ensure accuracy. b.) Ensures that accurate insurance card is

scanned into system. c.) If revisions are needed to insurance or

2 20% Yes

demographic information, enters the new data in the system or ensures

all data is collected and given to registration specialist to update. d.)

Secures identification from patient (driver's license) and scans into

system. e.) Secures consent and HIPPA documentation from patient

and indicates date received in system. f.) Obtains referral form or

waiver form from patient as appropriate and notifies physician. g.)

Creates HAR with appropriate insurance and guarantor information for

visit. Secures all information that is identified as missing during the

HAR creation. h.) Utilizes patient FYI to communicate status or action

taken related to insurance or patient activity.

3 10% Yes

TELEPHONE UTILIZATION Efficiently and effectively manage a high

volume of telephone calls to the service area. a.) Answers calls using

telephone customer service skills and maintains 95% for customer

telephone skills. b.) Handles emergency calls and alerts appropriate

personnel, i.e., Dr. Cart, Mr. Red, Mr. Blue. c.) Follows complex

telephone protocols for screening to appropriate specialty areas for

acute/new patients. d.) Initiates procedures to assure phone systems

are activated and deactivated correctly.

4 20% Yes

FRONT OFFICE Demonstrates ownership of front office and interacts

with patients and family members in a professional and welcoming

manner according to established guidelines and procedures. a.)

Utilizes protocol established for greeting patients at check in and

servicing patients during the check out procedure. b.) Monitors wait

time of patient. Keeps abreast of schedule delays and when necessary,

informs patient of anticipated timeframe for service. c.) Adheres to

Loyola's code of ethics and corporate compliance program related to

patient privacy and safety concerns. d.) Monitors patient waiting area

and actively assume responsibility to ensure a clean and organized

environment is maintained. Takes initiative to refer environmental

improvements to the appropriate departments (PPG, outside services,

etc.)

5 5% Yes

GENERAL CLINIC PROCEDURES Ensures efficient day-to-day

operations. a.) Precepts, coaches and mentors new employees. b.)

Processes files and documents related to patient care and

appointments, including faxes and/or medical records from outside

institutions. c.) Maintains logs, departmental statistical data, and

schedules as required. d.) Proactively addresses and resolves issues

using appropriate resources. e.) Complies with physician protocols

established in the clinics. f.) Coordinates physician surgery schedules

as required by their service area.

6 15% Yes

INSURANCE VERIFICATION Utilizes insurance verification

procedures to ensure maximum reimbursement and correct payment.

a.) Responsible for maintaining knowledge of insurance status and

benefits. Continuously updates knowledge by attending educational

forums and reading appropriate written communications. b.) Collects

appropriate co-pay, or co-insurance for visit. c.) Informs patient of self

pay status and follow policy protocol. d.) Maintains registration

requirements for overall and plan code accuracy.

7 5% Yes

SCHEDULES PATIENT TESTING Schedules through EPIC patient

testing and therapy prescribed by physician to ensure that

comprehensive patient care is delivered. a.) Ensures that tests are

scheduled appropriately with orders, urgency of care, in appropriate

location and time most convenient for the patient. b.) Provides general

testing information instructions to patient as appropriate (i.e., no

eating/drinking for 24 hours, time frame of test, need for driver, etc.) c.)

Notifies nursing personnel of procedures requiring prep instructions.

8 5% Yes

COMPUTER APPLICATIONS Utilizes multiple computer applications

to ensure efficient patient flow and pertinent information is up-to-date.

a.) Proficient in clinical, registration and scheduling software systems.

b.) Assists with development and implementation of manual back up

system to be used during computer down time to insure ongoing

operations. c.) Assists in resolving computer software and hardware

problems. d.) Learns new systems as required.

Complexity Factor: B

Work consists of duties involving several related sequential steps, processes or methods. Duties

require consideration of factors and conditions that are apparent and readily verifiable. (Ex.

Occupational Therapy Asst, Echo Tech, LPN, Clerk, Secretary)

Impact Factor: H

Work has moderate impact on a specific area. Substantial impact on student or patient

well-being, comfort or convenience. (Ex. LPN, Accounts Payable Clerk, Admin Asst, Supervisor)

Freedom of Action

Specific, detailed instruction provided for new or difficult assignments. Employee performs

recurring tasks independently.

Supervisory Responsibility

Staff: N/A - position does not supervise staff

Functional: N/A - no functional supervisory responsibilities

Safety Accountabilities::

Loyola is committed to providing care that is safe. It is expected that all Loyola employees will

perform their job function in a professional and competent manner that constantly seeks to

reduce the risk of harm to patients, families and co-workers.

Quality Improvement Accountabilities

Loyola is committed to the continuous improvement of the services it provides to its patients and

their families. All Loyola employees are expected to participate in quality improvement activities.

MAGIS & Service Excellence Accountabilities:

Responsible for consistently demonstrating our MAGIS values of Care, Concern,

Respect and Cooperation through teamwork and effective communication in an

effort to prevent and solve problems and to achieve quality outcomes, patient

safety, customer satisfaction and a safe environment.

Responsible for developing and maintaining an environment of service excellence

as outlined in the Service Excellence standards.

Patient Population Specific Competencies

Demonstrates the skills and knowledge necessary to provide appropriate care to

the patient populations served by the specific unit to which the incumbent is

assigned.

Must be able to assess data reflective of the patient's status and interpret

appropriate information needed to identify each patient's requirement relative to

population specific needs.

The primary patient population for the unit is (ie clinical, disease, culture, special

needs, etc.)

Age Specific Competencies

Demonstrates knowledge of the principles of growth and development for the

appropriate age span of the unit's patients. The age span of the unit's patients is:

Not a direct patient contact position

III. Position Requirements:

Minimum Education

Required: Associates Degree OR equivalent training acquired via work experience or

education

Preferred: N/A

Specify Degree(s): Training in general administrative, business, healthcare or related field

Residency: N/A

Minimum Experience

Required: 3-5 years of previous job-related experience

Preferred: N/A

Managerial Experience: N/A

Licensure/Certifications:

Required: N/A

Preferred: N/A

Other: N/A

Computer Skills

Required

Basic Keyboarding Skills

EPIC

Groupwise

IDX Scheduling

Preferred: N/A

Other: N/A

Typing Words Per Minute: N/A

Steno Words Per Minute: N/A

Required Skills

Ability to communicate verbally

Ability to deal calmly and courteously with people

Ability to deal with stressful situations

Ability to finish tasks in a timely manner

Ability to follow oral and written instructions and established procedures

Ability to function independently and manage own time and work tasks

Ability to maintain accuracy and consistency

Ability to maintain confidentiality

Ability to organize workflow

Ability to work as an effective team member

Other: N/A

Personal Relationships

Routine job with interpersonal contact

Internal Contacts

Within Department

Cross-departmental

Physicians

Management

External Contacts

Patients

Families

Insurance Companies

Visitors

Working Conditions

Normal light, heat, air and space in work environment

Physical Demands

Occasionally

Walking

Climb-Stairs

Bending

Reaching with Arms

Pushing/Pulling

Lifting/Carrying (Up to 10 lbs)

Frequently

Standing

Sitting

will add JD

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran