"Patient Services Representative I - Vascular Surgery, Aurora"

Position Summary

Responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules and University of Colorado School of Medicine Confidentiality Policy. Ensures clear and timely communication including patient appointment status to clinical department(s). Assists in overall department work that may include overflow from other departments and/or locations.

Examples of Work Performed

• Acknowledges and welcomes patients and visitors; sets the tone for a positive experience.
• Checks patients in and out for appointments, schedules follow-up appointments at time of discharge.
• Verifies patient and insurance information, while accurately documenting necessary modifications into the Electronic Health Record (EPIC).
• Answers multiple phone lines in order to fulfill patient needs over the phone.
• Monitors provider schedules daily to ensure that all open appointment slots are filled same day and schedules are free of roadblocks.
• Reviews the Daily Appointment Report three to five days in advance for patient appoints to ensure referral accuracy.
• Collects patient copays and balances drawer daily.
• Prepares patient charts as directed.
• Must be able to recognize and respond appropriately to urgent/emergent situations according to protocols.
• Demonstrates responsibility and accountability for all reception, registration and front-end practices.
• Demonstrates excellence in customer service and satisfaction levels for internal and external customers; this includes regular review of patient survey information, responding to patient or provider concerns, and efficient resolution of RL events.
• Establishes and maintains effective working relationships with leadership, physicians, and colleagues, addresses concerns in a forthright manner.
• Focuses self and others on achieving quality and financial outcomes in a responsive timely manner.
• Provides vision and planning to meet goals; welcomes innovation and new approaches to reach new heights in quality and service.
• Performs core responsibilities of position efficiently and effectively within parameters of organization policies, procedures and external governmental agencies.

Minimum Qualifications

• At least two years of patient/client-facing experience.

Substitution: Appropriate education will substitute for the required experience on a year-for-year basis.

Conditions of Employment

• Current Basic Life Support (BLS) for Healthcare Providers issued by American Heart Association or American Red Cross healthcare provider level CPR certification or certification within 90 days of hire.
• Complies with applicable University of Colorado School of Medicine, Community Practice mandatory education and training.
• Maintains all required licensure and certifications for position.
• Must be able to work in-person.
• Must be able to travel to alternate locations as assigned.

Preferred Qualifications

• College graduate.
• Medical office experience.
• Customer service experience.
• EPIC experience.
• MS Office experience.
• Bilingual, Spanish-speaking.

Knowledge, Skills, & Abilities

• Ability to maintain a positive attitude with clients, employees, and management.
• Ability to work quickly – individually and as part of a team.
• Ability to read, analyze, and interpret policies, documents, and regulations.
• Must be detail-orientated and maintain excellent organizational skills.
• Must be tech savvy (ability to understand, apply, and benefit from technology).
• Ability to effectively communicate at all levels, to include physicians, leadership, and staff.
• Ability to work within large, complex healthcare systems.
• Ability to maintain confidentiality and communicate in person, by phone or in writing.
• Ability to attest to computer proficiency and learn new computer applications.
• Ability to keyboard/type, write legibly, and accurately record information.
• Ability to analyze and interpret data.
• Ability to organize workflow with particular focus on tracking patient care and improving patient flow.
• Ability to deal calmly and courteously with people.
• Effectively copes with a fast-paced environment and typical job stressors.
• Ability to manage time and work tasks.
• Ability to follow oral and written instructions and established procedures.
• Ability to multitask efficiently and effectively while maintaining quality control standards.
• Ability to maintain accuracy, consistency, and confidentiality.
• Ability to perform basic filing, office procedures, and word processing.
• Demonstrates personal integrity, honesty and sincerity at all times.
• Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.

Salary and Benefits

The starting rate (or hiring rate) for this position begins at $36,156.96 per year.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

This position is eligible for overtime compensation.

Benefits