Luminis Health Hiring for Customer Service Representative at Annapolis, MD Full Time

Our Patient Access Department here at AAMC is searching for a motivated individual to join our team working in the Emergency Department and Labor & Delivery. Join our very hardworking and dedicated team and be among the first to interact with our patients/visitors and welcome them into our facility. Working in Patient Access provides endless learning and offers the opportunity for growth and advancement across the growing Luminis Health System. Bring your positive attitude and we will train you to be successful in the role! Apply today to join our wonderful team and begin your career at Luminis Health.

Position Objective

This non-clinical healthcare professional is responsible for ensuring the complete and accurate arrival of patient to our health system. This position provides administrative support to the clinical departments including, but not limited to, phone management, chart creation, visitor management, patient transfer coordination, and communications. This position will also support patient registration and admission, as necessary.

Essential Job Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Demonstrates the ability to identify and register patient accurately into the Master Patient Index thereby reducing erroneous duplicate Medical Records.
• Demonstrate ability to apply technical knowledge in multiple systems, including but not limited to Epic-based applications, administrative applications (i.e. Outlook, AAMC Intranet, Compass, etc.), and necessary online applications.
• Accurately obtains and processes patient demographic, insurance, and medical information. Achieves a 98% registration accuracy rate at arrival and registration Maintains empathy and professionalism in registration interviews and while providing regulatory information and notices. Demonstrates excellent in ensuring patients are provided with necessary regulatory information, as appropriate (i.e. HIPAA, Patient Rights Brochure, IMM, NOOS, Consent, etc).
• Independently prioritizes CSR workflow (including, but not limited to, managing incoming and outgoing phone calls, work queue management, downtime/disaster/STROKE chart creation and par management, supply management, and medical records filing, to meet standards for performance and productivity within departmental deadlines. Orders and maintains all unit stock according to unit standard. Ensures adequate unit operations with sufficient necessary supplies.
• Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.
• Adheres to the compliance policies of the department and organization (i.e. timely arrivals, minimal absences, appropriate attire, readiness for work, adherence to the department working schedule, follows AAMC policies regarding personal electronic devices, and other policies, as outlined by the organization). Maintains knowledge of departmental issues and hospital-wide change, by attending meetings and in-services, and by keeping abreast of all appropriate written and electronic emails provided to the employee.
• Processes confidential patient information and paper records efficiently and accurately according to established Health Information Management policies. Assists with the assembly of patient records for transfer to other levels of care (internally and externally) and at time of discharge/transfer. Assists with printing transfer information including dictated summaries and diagnostic radiological CD’s for external patient facility transfers. Ensures all paper chart elements are transferred to Medical Records within 24 hours.
• Successfully demonstrates the ability to perform at, or above standards, in all assigned roles in the department. Assists with training and orientation of new staff, as needed, and under the direction of the Supervisor and/or Team Developer.
• Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Provides on-going visitor and staff assistance in a pleasant and helpful manner, according to established standards for all age groups. Seeks other opportunities and takes action to continuously improve patient and family satisfaction. Answers the phone courteously, professionally, and as per department guidelines, responds to inquiries, and refers all calls, as appropriate. Clearly and professionally communicates to internal and external customers, including (but not limited to), clinical staff, coworkers, administration, and other outside departmental staff. Works collaboratively with and under the direction of the assigned shift coordinator. Escalates issues us the chain, as appropriate. 
• Ensures adequate supply of tele packs throughout entire shift and completes daily inventory of department Spectra links. Completes checklist upon every shift. Maintain daily ambulance diversion logs and retrieves patient/EMS run sheets from the MIEMMS website for inclusion in the patient paper chart.

Educational/Experience Requirements

Required Minimum Education: High School Diploma or GED.

Required Minimum Experience: Previous experience in fast-paced, front desk/customer service environment, preferred. Typing 30 wpm, required.

Required License/Certifications

Required License / Certifications: None

Working Conditions, Equipment, Physical Demands

Based on the essential functions, insert the type of work performed (e.g. light, medium, heavy, etc).

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.