Customer Service Specialist - Outpatient Surgery - St. Anne Hospital

Thank you for considering a career at Mercy Health!

Scheduled Weekly Hours:

0.01

Work Shift:

Days/Evenings (United States of America)

Responsible for providing effective customer service by utilizing excellent interpersonal and communication skills. Provides a liaison between Perioperative Services, family members and other medical center departments. Conducts inpatient and outpatient registration.

Essential Job Functions

Greets visitors upon arrival to the waiting areas. Notifies appropriate parties of arrival. Provides supportive

assistance to both the customers and departments within the organization regarding perioperative services.

Reviews pre-registration documentation 7 days ahead of scheduled procedure and communicates to

leadership 48 hours in advance of any denials or pending approvals. Registers all patients for surgery, PAT,

Cath Lab and other scheduled procedures. Completes accurate patient demographic and insurance

information. Places ID band. Performs POS collections and completes proper documentation in electronic

record.

Provides sympathetic and courteous service to patients and maintains confidentiality. Interacts with family

members, assesses and meets their needs. Keeps visitors informed as to delays and assists with setting

expectations during visit. Alerts appropriate personnel to any visitor concern or problem

Makes rounds to check patient progress and communicates back to family in waiting area. Communicates and

oversees volunteers. Assists families to consultation rooms for physician meeting.

Obtain pre-op vital signs and weights as assigned. Assist with patient care as assigned by RN. Answer call

lights. Transports patients. Cleans wheel chairs and stretchers.

Maintains confidentiality of patient issues and/or complaints. Does not discuss with other staff or community

members.

Monitors physical environment in waiting room for visitor’s comfort (TV, noise level, reading material, etc.).

Maintains waiting area cleanliness.

Demonstrates behaviors consistent with Mission and Core Values.

Adheres to the standards and policies of the Corporate Responsibility Program, including the duty to comply

with applicable laws and regulations, and reporting to designated Manager (or employer hotline) any

suspected unethical, fraudulent, or unlawful acts or practices.

Embraces Standards of Behavior in order to provide and promote excellent customer service for both internal

and external customers. Holds self and others accountable for behaviors that promote service excellence.

Adheres to all standards and policies regarding safety/patient safety initiatives.

Is responsible for all other duties as assigned.

Required Minimum Education: High School Diploma / GED

Minimum Qualifications

Minimum Years and Type of Experience: 2-5 years of customer service experience.

Other Knowledge, Skills and Abilities

Required: Demonstrated excellent interpersonal and communication skills. Must have an ability to work effectively and efficiently in a professional manner under stressful situations. Must have a genuine interest in helping others. Must maintain confidentiality of all protected medical and patient information.

Other Knowledge, Skills and Abilities

Preferred: Proficiency with computers is desirable.

Mercy Health is an equal opportunity employer.

Many of our opportunities reward* your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more

*Benefits offerings vary according to employment status.

Department:

Outpatient Surgery - St. Anne

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Vi