Casual Patient Services Representative

About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:

The Wayne Mobile Health Units (WMHU) represent the future of healthcare, providing ‘care your way, where you live and work,’ with the long-term goal of improving population health outcomes. The Wayne Mobile Health Units (WMHU) deliver an ever-expanding menu of health care and social services directly to neighborhoods or places of employment.

The Patient Service Representative is a professional who is the first point of contact for patients, they are responsible for greeting and registering patients in an efficient and courteous manner.

Job Description:

Principle Duties and Responsibilities:

• Provides excellent customer service to deliver a positive patient and family experience, identify and respond to any additional needs in a courteous and timely manner, treat others with care and respect while maintaining privacy and confidentiality at all times.
• Confirm or collect patient demographics, insurance information, physician referrals and other check-in procedures as directed.
• Check insurance eligibility at the time of registration.
• Communicate insurance issues and questions to the Clinical Lead.
• Schedule patient appointments according to defined protocols.
• Maintain a safe and clean work space and patient walk-up area at the Mobile Health Unit site.
• Ability to travel to Mobile Health Unit sites and be flexible with changes in locations/sites due to external factors (i.e. weather, cancellations, add-ons, etc.).
• Ability to multitask various roles as needed throughout the Mobile Health Unit; quality assurance and lab orders.
• Efficiently types, talks and navigates multiple healthcare platforms and reference material at the same time to assist the patient in a timely manner.
• Instructs patient of date of appointment, arrival time, location of appointment and answer any questions the patient or representative may have.
• Working in teams, manually distributes paper flyers via walking to communicate and educate public about Mobile Health Unit services.
• Administers Social Determinates of Health questionnaire.
• Assist patients in accessing health and community resources.
• Registers home bound patients and their caregivers in their homes for clinical services.
• Other duties as assigned.

Education, Licensure/Certification, and Training Required for the Job:

• High School Diploma or GED.
• Experience with scheduling and billing in a health care environment preferred.

Skills and Abilities Required:

• Ability to communicate effectively, both verbally and in writing.
• Ability to adapt to working in outdoor elements, rain, snow, heat, in compliance with the departments Weather Policy.
• Interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other internal and external stakeholders.
• Ability to move about consistently changing environment to approach homes and patients/potential customers.
• Ability to frequently lift and move Mobile Health Unit equipment weighing up to 40 lbs.
• Ability to work independently.
• Basic grasp of computers.
• Ability to walk and/or stand for long period of time.

Safety Requirements:

• Compliance with Department Health and Safety policies and procedures.

Working Conditions/Schedules:

• Casual position, hours and days (weekends included) to be determined by the business needs of the department.
• Must be available to work two (2) 6 - 8 hour shifts per week.
• Must be able to work in a mobile unit environment and office setting.
• Primarily on-site with occasional office hours as needed.
• Routinely use office equipment such as computers, phones, photocopiers and fax machines.
• The noise level in the work environment is occasionally noisy when working outside.
• Must be able to work in outdoor weather conditions when mobile unit events are scheduled outside.

Wayne Health is an EEO/AA/Veteran/Disability Employer