Job Description

Position Summary: Troy Community Hospital works with the communities we serve to help each person attain optimal, life‐long health and well‐being. The Patient Service Specialist with the support of Troy Community Hospital will provide the highest quality patient care consistent with Guthrie’s Vision of Improving Health through Clinical Excellence and Compassion; Every Patient. Every time. As a first point of contact for most patients, the Patient Service Specialist provides direct, daily operational support in a manner consistent with Troy Community Hospital’s Service Excellence Standards. The Patient Service Specialist will continually demonstrate Patient Centeredness, Teamwork, and Excellence in the daily performance of their duties. This position requires the ability to be self‐motivated, flexible, punctual, detail oriented, have good time management skills and have excellent communication skills. Education, License & Cert: High School diploma/GED required. Graduation from a Medical Office Assistant school preferred. Experience: Demonstrated customer service commitment in a fast‐paced environment with a minimum of 1 year experience in a customer service related field preferred. Medical office experience and knowledge of medical terminology preferred. Must have good keyboarding skills; be comfortable with computers, and learning new applications. Essential Functions: All Positions 1. Responsible for greeting Every Patient in a courteous, professional, and timely manner Every Time. 2. Responsible for answering telephones in a friendly and efficient manner in conjunction with Guthrie’s Telephone Standards. Screens telephone calls, takes messages and provides information. 3. Performs liaison duties between patients, physicians, hospital staff, organizational departments, etc., keeping the departments fully aware of all necessary information. Keeps patients informed of any delays. 4. Adheres to departmental and organizational policies and attends meetings/huddles as required. 5. Requires the ability to prioritize daily tasks simultaneously in a fast‐paced, ever‐changing work environment within a strong team structure. 6. Maintains strict confidentiality related to patient health information in accordance with HIPAA compliance. Scheduling Functions 1. Responsible for scheduling and maintaining all patient appointments electronically. 2. Schedules exams via telephone and gives various instructions for different scans. 3. Verifies patient information at time of scheduling. Assigns B# / MRN to new patients. 4. Completes pre‐registrations via telephone for scheduled appointments. 5. Inform patient of financial responsibility at time of scheduling. 6. Responsible for editing appointment schedule at physician's request with administrator approval. 7. Complete various types of insurance forms, pre‐certifications and referrals. 8. Contact referring physician for obtaining referral. 9. Various secretarial duties may be required. 10. Directs calls regarding patients’ exams, status, or results to appropriate personnel. Image Library Functions 1. Responsible for Image/ CD tracking of outside images, filing of x‐ray jackets and CDs, multiple EPIC and PACS functions, digitizing and downloading of images, importing of CDs, burning CDs, pulling old images for different departments 2. Wait on physicians and patients requesting images when they phone or appear in the department 3. Mail images to other institutions and/ or patients upon request 4. Filing 5. Responsible for maintaining complete and accurate records of received/ sent CDs 6. Responsibility to return mail images brought to this facility for second opinion 7. Must be able to deal with patients, physicians, lawyers, insurance representatives in meeting their needs in a professional manner Other Duties: 1. Provides support to the supervisor, manager and/or lead, providers, billing, clinical staff and most importantly the patients. 2. Responsible to report any areas of concern to supervisor, manager or lead and provides support in dealing with complex issues. 3. Stays current and learns new skills as needed to perform all aspects of position. 4. Required to do all yearly mandatory training modules as well as any other training required of the job. 5. Performs testing and monitoring of electronic system upgrades. 6. Assist in training of all employees as assigned. 7. Sorts workload in order of importance and maintains flexibility to handle emergencies as they arise. 8. Sort mail, as needed. 9. Research returned mail for the Guthrie Medical Imaging Dept and provide appropriate feedback to users. 10. Assists with and completes other projects or duties as assigned.

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