Part Time Customer Service Specialist

Description

EDUCATIONAL QUALIFICATIONS: 

· High school diploma required 

· Experience in medical office or hospital required 

· Medical Office Assistant training preferred 

KNOWLEDGE AND SKILLS: 

· Knowledge of and commitment to the hospice philosophy of care 

· Ability to work on an interdisciplinary team 

· Ability to work a flexible schedule 

·  Willingness to work with patients/families regardless of race, color,  creed, age or sexual orientation.  Must respect their beliefs and  philosophy with an attitude of openness and receptiveness 

· Excellent computer skills, including Excel and Word required 

· Proven performance in meeting deadlines with a high rate of accuracy 

· Excellent telephone skills

Requirements

TRAINING-INITIAL AND ONGOING: 

· Complete Hospice volunteer/staff training program  

· Complete Hospice orientation program 

· Obtain eight hours of continuing education per year, including mandatory safety in-service 

· Attend minimum of six staff meetings per year 

DUTIES AND RESPONSIBILITIES: 

· Assist in orienting new team members, as requested 

· Participate in quality improvement program  

· Adhere to strict confidentiality  

· Adhere to safety policy and practices 

· Complete employee time record accurately per policy 

· Cooperate with all government agencies and outside auditors 

· Assist with updating policies and procedures, as appropriate 

· Complete annual TB screening 

·  Assist in submitting to human resources all license, certifications,  continuing education information and any other required documentation,  reviewing to assure they are kept current 

· Maintain up-to-date documentation required and specified in Hospice policy and procedure 

· Perform other duties assigned by supervisor 

· Enter palliative care admissions in electronic medical record 

· Collect past, current and future medical data on patients 

· Maintain palliative care forms 

· Assure all forms are completed and scanned in electronic charts 

· Coordinate and schedule all new admissions and ongoing visits to palliative care patients and maintain provider calendars 

· Responsible for any follow-up telephone contacts requested by palliative care staff 

· Assure all palliative care patients are seen per contact frequency guidelines, collecting data and monitoring weekly 

·  Maintain open communication with physician offices and assure patient  records received are scanned promptly into patient’s chart 

·  Assist with taking palliative care referrals, contacting physician  offices, requesting information, complete referral form, entry into  electronic medical record 

· Discharge and send Progress Note to attending physician 

· Assist team leaders in collection of patient information, follow-up phone calls, data and other requested task 

· Obtain physician orders 

· Obtain prior authorizations 

· Communicate referrals to home health and other agencies 

· Order DME, as directed 

· Enter MD palliative care consults and create a physician billing account/records from portal 

· Portal access to both Caldwell UNC Health Care and Watauga Medical Center 

· Organize work for volunteers 

· ICD-10 coding/help clinical staff with diagnosis and coding for billing 

· Rotate front desk minimal staff for holidays 

HOSPICE DUTIES: 

· Cross-trained for medical records specialist 

· Maintain volunteer survey book 

· Record/track all hospice deaths/discharges for medical records specialist 

· Track/print hospital records for hospice patients ER/inpatient visits 

· Send daily email of patients at Caldwell UNC Health Care/active referrals for hospice to clinical liaison 

PHYSICAL QUALIFICATIONS:  

· Visual acuity to read written documentation and computer tasks 

· Speech and hearing skills necessary for telephone interaction and face to face contact 

· Ability to sit extended periods of time and perform administrative tasks 

· Ability to stand, bend and lift an average of 30 pounds 

· Manual dexterity with the ability to manipulate office equipment and keyboard for extended periods of time 

· Ability to walk, squat, kneel, climb and balance 

SPECIAL REQUIREMENTS: 

· Must have an automobile with required insurance coverage and state driver’s license (if driving is required)