Patient Customer Representative (PCR) - Pediatrics

Department:

01450 AMG Aurora Sequoia Dr - Pediatrics: General

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

In person role. Not remote.

Location / Address:  2285 Sequoia Dr. Aurora, IL 60506

Full Time: Full time

Schedule: M-F 8:00a – 5:00p

Weekend and Holiday Commitment: no weekend, no holiday

Hours of Operation for Location: M, Tu: 8am – 7pm, W-F: 8am – 5pm, Sa 8am – 12pm

Specialty (if any): Pediatrics

• 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 satisfact