PATIENT SERVICE REP - Medical Oncology

Aultman Health Foundation • ALLIANCE, Ohio, United States • 13h ago

PATIENT SERVICE REP - Medical Oncology

Legal Entity

Alliance Community Hospital

Position Summary

Patient-focused tasks include greeting patients, scheduling appointments, scheduling any ordered tests, validating demographics, updating insurance coverage, and collection of co-pays and account balances.

Department Summary

Hematology and Oncology specialty physician office. The office includes an infusion suite for patients receiving treatment ordered by our physician or physician assistant.

Qualifications

High School Diploma or equivalent.

1 year of experience in a medical office setting, preferred.

Computer skills desirable.

Skills

General computer knowledge.

Basic typing skills.

Communicate well with a variety of clients in mature, courteous, and professional manner.

Function independently and accurately with frequent interruptions.

Able to multitask, and to independently move from one area to another providing assistance where needed on a daily basis.

Problem solve and be able to handle patient inquires and questions in a tactful and courteous manner.

Demonstrate ability to establish and maintain effective working relationships with patients, employees, and providers.

Responsibilities & Expectations

Answer incoming telephone calls promptly in a professional and courteous manner.

Learn daily functions of the check-in area which include but not limited to:
- Prepares for patients’ arrival.
- Review insurance for referral and/or co-payment requirements.
- Collect payment on account balances owed by patient.
- Maintains daily census.
- Accepts and schedules all incoming consultations by phone.
- Demonstrates understanding of customer service.
- Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer.
- Communicates in a professional and friendly manner.
- Acknowledges visitors and accurately responds to routine requests for information.
- Notifies nursing staff of apparent seriously ill patient on arrival and upon discharge.
- Checks patients in by completing the following tasks:
  - Verification of patient demographics (name, address, phone number) every 6 months.
  - Confirmation of and updating insurance information each visit.
  - Initiation of required changes as necessary.
  - Notifying clinical personnel of patient’s arrival.
  - Collects co-pays, payment on account (cash, check, credit card).
  - Batches all payments, balances cash drawer daily.

Coordinates patient’s discharge at the check-out are:
- Schedules appointments.
- Follow-up.
- Consultations as ordered for each patient.
- Coordinates and schedules all chemotherapy appointments.
- Coordinates and schedules all “nurse only” appointments.
- Schedules outpatient radiology and laboratory testing.

Refers to Financial Counselors under the following circumstances:
- Patient requires counseling regarding financial difficulties.
- Patient requests/requires payment plan for account.
- Tests that require prior approval.

Miscellaneous duties:
- Sorts and delivers departmental mail.
- Notifies physicians of any incoming calls from referring physicians, retrieves chart for oncologist immediately.
- Stocks area with paper, office supplies, appointment cards.
- Other duties as assigned specific to department needs.

New Patient Specialists (NPS)
- Receive referrals by electronic transmission, fax, or by mail.
- Acknowledge receipt to referring office.
- Records are reviewed for completeness: notes, path, labs, imaging, other pertinent information. Referring office contacted if additional records needed.
- New patient form is completed and attached to the records, then given to physicians for review.
- Physicians mark priority/urgency of appointment on the form and return to PSR/NPS via designated inbox in department.
- PSR/NPS locates available time on physician schedule.
- Contacts patient with instructions.
- NPS registers patients in systems.
- Logs referrals on spreadsheet for tracking and coding.
- New patient packet is sent to Medical Records to be scanned in chart for coding.

Code of Conduct:
- Maintains work area and lobby in neat and orderly manner.
- Attends meetings as required.
- Performs related work as required per department (See required duties specific to department).
- Adapts to role changes in a positive manner.
- Demonstrates ability to effectively function in other departments as needed.
- Directs Pharmaceutical Representatives to the appropriate location.
- Does not conduct personal business during working hours.
- Does not eat or drink while visible to the public.
- Answers telephones, takes messages and/or routes call appropriately.

Department Responsibilities & Expectations

Health Caring Standards / Values:
- Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible.
- Exceed the expected and anticipate the unexpected by asking, “Is there anything else I or a fellow Colleague can do for you?”.
- Always provide a comforting, timely, caring departure or discharge, and always say thanks for allowing us to serve.
- Integrity, openness and fairness in all you do.
- Teamwork.
- Pride in the Department.
- Individual creativity and Innovation.
- Compassion and caring.
- Maintain department and hospital standards and policies.

Working Conditions

Work eight hours a day.

Lunch periods and breaks are coordinated with other staff members to maintain adequate department coverage

Work is performed in a reception area. The position involves frequent contact with patients. Work may be stressful at times and require prioritization of . Interaction with others is constant. Frequent interruptions occur. Contact involves dealing with ill people.

Hazardous Exposure Category

Category II - Includes tasks that involve no exposure to blood, body fluids, or tissues, but employment may require performing unplanned Category I tasks. The normal work routine involves no exposure to blood, body fluids, or tissues by exposure or potential exposure may be required as a condition of employment. Appropriate protective measures will be readily available to every employee engaged in Category II tasks.

Physical Addendum

Demands	Frequency	Remarks
Lifting 0-10 lbs	Frequent 34-65%
Lifting 10-20 lbs	Occasional 10-33%
Lifting 20-35 lbs	Never
Lifting 35-50 lbs	Never
Lifting 50-75 lbs	Never
Lifting 75-100 lbs	Never
Lifting over 100 lbs	Never
Forward Reaching	Continuous 66% of the day
Overhead Reaching	Occasional 10-33%
Standing	Occasional 10-33%
Walking	Occasional 10-33%
Sitting	Continuous 66% of the day
Climbing	Never
Stairs/Ladder	Never
Bending/Stooping	Occasional 10-33%
Twisting/Turning	Occasional 10-33%
Kneeling/Squatting	Occasional 10-33%
Crawling	Never
Pushing/Pulling 0-10 lbs	Occasional 10-33%
Pushing/Pulling 10-20 lbs	Occasional 10-33%
Pushing/Pulling 20-35 lbs	Never
Pushing/Pulling 35-50 lbs	Never
Pushing/Pulling 50-100 lbs	Never
Pushing/Pulling over 100 lbs	Never
Carrying 0-10 lbs	Frequent 34-65%
Carrying 10-20 lbs	Occasional 10-33%
Carrying 20-35 lbs	Never
Carrying 35-50 lbs	Never
Carrying 50-100 lbs	Never
Carrying over 100 lbs	Never
Grasping/repetitive sustained	Frequent 34-65%
Fine motor coordination	Continuous 66% of the day
Vision: Near/Far/Color	Continuous 66% of the day
Hearing: ordinary conversation/other	Continuous 66% of the day

PI1ca99f91ce43-37437-41198565

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