Patient Resource Representative

Patient Resource Representative - PRN

Description

Cameron Health is an independent, not-for-profit facility that proudly serves Angola and Steuben County. We’ve been a cornerstone of this community and the surrounding area in northeast Indiana dating back to 1926. Over the years, we’ve helped generation after generation of area residents enjoy better health and live comfortably. Today, Cameron Hospital has grown into something more than a simple community hospital. Filled with advanced equipment and skilled specialists, Cameron is a modern, high-tech facility that provides advanced diagnostics, a variety of specialties and cutting-edge treatment options that are combined with highly personalized and compassionate care.

 

DEPARTMENT: Customer Service

JOB TITLE: Patient Resource Representative

SHIFT: PRN, part time as needed

 

COMPETITIVE PAY:

• SHIFT PREMIUMS
• WEEKEND PREMIUMS

Summary/Objective

The Patient Resource Representative will provide Cameron Hospital’s first impression upon greeting all incoming customers with an enthusiastic approach and a positive smile. Patients will be identified and directed to the scheduled department. The Patient Resource Representative will provide quick, efficient communication to the Registration Department via computer system; to receiving departments, to the Customer Service Supervisor; as well as with the receptions as needed. The Patient Resource Representative will focus on positive communication and providing clear direction to each customer, at every visit.

 

Essential Functions

• Staffing for this position may require flexibility which includes the ability to work some weekends and holidays.
• Provide professional, efficient, and exceptional service at all times. This includes encouraging hospital visitors, welcoming patients, and their families/visitors, ensuring that they are informed of the progression/route of their visit.
• Regular reliable attendance.
• Ability to get along with others.
• Demonstrates proficient use of email.
• Greet everyone entering Cameron Hospital with an acknowledgement and a smile to make them feel welcomed.
• Act as a resource and provide knowledge of the departments within the hospital.
• Anticipate, address, and communicate specific or special needs of customers by communicating with the Customer Service Supervisor and/or receiving departments.
• Review all scheduled outpatient procedures.
• Coordinate identified special needs of patients with the Customer Service Supervisor.
• Coordinate with volunteer staff to provide excellent customer service for superior first impressions.
• Enter arriving out-patients into the patient tracking software for registration.
• Communicate with patients waiting to register in a positive manner, providing updates and encouragement.
• Gather patient specific information while maintaining and respecting the privacy of each patient.
• Provide guidance and departmental information and/or directions to customers, i.e. location of Cameron Café.
• Coordinate with Customer Service Supervisor and/or other Patient Resource Representatives for lunch breaks to ensure no break in communication and processing of patients.
• Communicate identified issues such as extended wait times, parking, and patient routing to the Customer Service Supervisor.
• Report complaints, compliments, and safety issues in the Event Reporting System.
• Assist with calling for transportation as needed.

Qualifications

Experience

• Computer experience required; ability to learn new software.
• Experience in a healthcare setting preferred.

Skills/Competencies

• Demonstrates a strong ability to identify, analyze and solve problems.
• Ability to manage multiple tasks at one time, quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Excellent communication skills with the ability to clearly read, write, and speak using appropriate grammar, style, and vocabulary. Correctly spells commonly used words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills.

Education Required

• High School Diploma or equivalent required.