GREATER PHILADELPHIA HEALTH ACTION, INC.

JOB DESCRIPTION

POSITION TITLE:    Customer Service Representative    STATUS:         Non-Exempt

REQUIREMENTS:

High School Graduate or equivalent. Minimum of two years experience in a health care setting and/or combination of certificates relative to the Registration Assistant/Front Desk position desirable.  Good typing and telephone skills.  Knowledge of HMO/Managed Care practices preferred.  Medical terminology a plus.  Bi-lingual desired.  Should have a fundamental knowledge of patient/provider scheduling modules.

CPR required.

HOURS OF WORK:

Flexible work hours which total a minimum of 37 ½ hours per week, Monday through Saturday.  Hours of work and days worked may be adjusted to meet operational needs of the department.

WORKING CONDITIONS:

Patient care setting

Travel required

HEALTH HAZARDS:

Minimal risk of exposure to hazardous chemicals such as isopropyl alcohol, potassium hydroxide, sodium hypochlorite, etc.

Minimal risk for exposure to the blood borne pathogens.

High risk of exposure to tuberculosis and infectious diseases that can be transmitted in healthcare/childcare setting.

GENERAL RESPONSIBILITIES AND DUTIES:

·         Perform customer service duties in an efficient manner in accordance with established procedures and as directed by his/her supervisor.

·         Promote GPHA’s vision and mission to staff, patients and the public at large.

·         Maintain confidentiality regarding patient/client and employee information.

·         Provide services, as directed, at facilities other than a GPHA location in the event that an incident that compromises the safety, security or integrity of the United States of America should occur.

SPECIFIC RESPONSIBILITIES AND DUTIES:

·         Greets patients and visitors to the health centers in a friendly and courteous manner

·         Schedules patients/provider appointments using Medical Manager accurately

·         Accurate and timely entry and updates of patient’s demographic, financial and insurance information (registration)

·         Verifies insurance status at each office visit

·         Maintains insurance panels in a neat and organized format

·         Confirms and/or cancels patient appointments by telephone or letter according to protocol

·         Maintains confidentiality of information about patients and their families

·         Request medical records according to protocol

·         Answers and directs telephone calls as assigned; takes accurate messages according to established protocol

·         Responds to patient questions or refer to appropriate staff

·         Provides back-up coverage for other staff as assigned

·         Adhere to all policies, procedures, and protocols governing infection control, disposal of infectious/hazardous waste, and handling of hazardous materials.  Follow guidelines and instructions detailed in GPHA’s OSHA/Infection Control Manual.

·         Adhere to all policies and procedures concerning fire safety, management of medical emergencies, natural disasters, and other safety concerns, according to protocols, guidelines and instructions detailed in GPHA’s Clinical Policies and Procedures Manual and all other manuals concerning such issue.

·         Other duties as assigned by HCA.

AGE SPECIFIC COMPETENCIES:

Demonstrate the knowledge, skills and abilities necessary to provide care appropriate to the age of the patients served.  Demonstrates knowledge of growth and development appropriate to the patient served.  Must be able to access and interpret age specific data about the patient’s status in order to properly identify each patient’s needs. If applicable, must possess knowledge of age specific community resources.  Patient population consists of infant, adolescent, adult and geriatric.

FINANCIAL RESPONSIBILITY:

Efficiently uses all office supplies.

Input and update financial information.

Must safeguard equipment.

Responsible for appropriate use of corporate resources.

REPORTS AND RECORDS:

N/A

CONTACTS:

GPHA Staff

Patients

Outside Agencies

INITIATIVE, JUDGEMENT, AND CREATIVE ABILITY:

Must be able to identify and refer patient issues as needed.  Must be able to remain calm and professional and display good customer service skills when dealing with patients, visitors and staff.  Must possess an ability to interact with people empathetically and effectively to obtain all necessary information.  Must be able to make independent decisions when necessary. Must be able to manage multiple tasks simultaneously.  Must know how to handle difficult patients.  Must have excellent telephone skills.  Capable of working under stressful conditions.

MENTAL, VISUAL, AND HEARING DEMANDS:

Attention to details.  Good communication skills and listening skills.  Must be able to distinguish speech amidst distractions.  Ability to communicate effectively and to work harmoniously with a diverse population.  Need dexterity, speed and accuracy.

MACHINES, TOOLS, EQUIPMENTS OPERATED:

-Demonstrated ability to use the Practice Management System        -Stapler

-Copy machine                                                                                    -Hole Puncher

-Shredder machine                                                                              -Embosser

- Fax Machine                                                                                     -Pencil Sharpener

- Telephone                                                                                         -EVS                          

SUPERVISION:

N/A