Patient Customer Representative (PCR) - Part-Time

Department:

09110 AMG Dreyer Support Center - Call Center

Status:

Part time

Benefits Eligible:

Yes

Hours Per Week:

24

Schedule Details/Additional Information:

M-F 8-5 1-2 Sat a month 8-12

Accountabilities:

Appointment Scheduling

• Execute patient scheduling duties and document within the IDX system following provider specifics and scheduling guidelines.
• Collect necessary information from patient when scheduling and/or cancelling appointments and documents/updates information in EPIC/IDX system(s).
• Instruct patients on necessary preparations when booking appointments/testing using appropriate language to patient’s level of understanding guided by department protocols or provider/ nurse instructions.
• Transfers calls when appropriate in accordance to transfer policy.
• All communications with callers, internal and external, are conducted in accordance with department protocol, utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines.
• Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed. May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.

Check Out

• Acknowledge and assist patients with check out process.
• Review and provide After-Visit summaries to patients.
• Schedule follow up appointments for patients in the IDX/Web Advance system according to provider specifics.
• Order radiology/lab tests, as indicated by provider.
• Provide information related to MyChart and enroll upon patient’s request.
• All Check Out interactions are conducted in accordance with department protocol, utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines.

Administrative Duties

• Checks encounter and demographic forms for the following day and highlights the required information.
• Check IDX/Web Advance/EPIC systems for completed patient information; attaches all necessary forms: • PCP change • Treatment of minors • Verbal Release of Information • Autism Screening • Depression Screening • Registration • HIPAA
• Support patient scheduling/message documenting according to department/clinic procedures, scripting, and guidelines provided in the Communication and Documentation Policies.
• Monitor In-Basket for messages regarding Work-In appointments and telephone messages.
• Support procedure for Provider Bump List; notification calls and re-scheduling.
• Address and follow through on No-show appointments as procedure dictates.
• Retrieve and act upon radiology/lab test results and re-fill orders following department protocol.
• Ensure completion of all patient documentation within two full clinic business days after care and/or services have been provided according to the Missing Documentation policy guidelines.

Telephone Communication

• Answers the telephone promptly within 3 rings.
• Utilizes outlined departmental and clinic scripting/key words.
• Displays a courteous, alert and pleasant tone of voice, speaking clearly.
• Restates information to ensure clarity and accuracy.
• Transfers calls when appropriate, staying on the line and announcing where and why call was transferred. Exceptions to announcing the call would include when transferring to an ACD agent.
• Communicates effectively with internal and external customers
• Logs onto the ACD system at assigned time, utilizing reason codes when appropriate.

Performs a variety of practice management duties in a time effective manner to maintain and/or enhance department processes, and positively impact customer service.

• Addresses and works to resolve customer service issues utilizing behavioral expectation guidelines:

• Consistently recognizes problem situations that require action.

• Utilizes Service Recovery Standards, when necessary

• Delegate problems through proper channels and follows through to seek resolution and patient satisfaction.

• Serve as an advocate and liaison between patients, staff, prov