Patient Support Representative

Job Details: Job Location: Aurora Surgery Center - Palm Desert, CA, Salary Range: $23.00 - $24.00Hourly, Position Summary: 

To coordinate all aspects of scheduling surgical procedures and to assist the Director of ASC Services and/or Business Office Manager in the daily operation of the facility activities in accordance with federal, state and facility policies and procedures. Assists with scheduling/admitting activities, coordinating the reception/admitting activities and promotes communication throughout the facility. Performs clerical and reception duties. Maintains the facility medical records according to established guidelines and requirements.  

Minimum requirements:   

Education/Experience/Licenses/Certificates/Eligibility:  Ability to type 40 wpm, use standard office equipment and be computer literate.  Knowledge of medical terminology. Minimum one (1) year experience in computerized appointment scheduling. Two (2) years medical clerical experience preferred. Good communication and language skills required.  

Eligibility:  All employees must be able to provide proof of their identity and their right to work in the United States. 

Skills/Knowledge/Ability: 

Interpersonal:  Client oriented. Actively participates in the development of a healthy work environment. Uses interpersonal skills to establish and maintain healthy interpersonal relations, which include functional trust, positive feedback and constructive criticism. Good communication skills: oral and written. 

Critical Thinking:  Above average ability to handle multiple simultaneous tasks and phone calls while maintaining a professional courteous demeanor. Must be able to handle patient confrontations in a positive manner. Above average ability to problem solve, solution and detail oriented. 

Knowledge:  Working knowledge of health care environment and patient processing with computerized scheduling software. Knowledge of outpatient surgery forms, policies and procedures. 

Machine, Equipment, Work Aides:  Computer, printer, copier, telephone and fax. 

Work Environment:  Subject to busy office requiring above average ability to prioritize and organize. Some overtime may be required. 

Physical Demands/Work Environment: See the Physical Demand Analysis form for information specific to this position. 

Qualifications:

Essential Competencies / Performance Expectations  

Clerical skills 

Effectively plans duties and assignment in order or priority. 

Records accurate telephone messages. 

Types correspondence accurately and timely. 

Files documents correctly, per protocol. 

Distributes documents correctly and in a timely manner. 

Gathers month end statistics, produces documentation, and reports findings to appropriate personnel. 

Efficiently and effectively participates in credentialing process as directed. 

Performs other duties as assigned. 

Schedules, reschedules and cancels cases as directed.   

Obtains necessary admission information during scheduling procedures (insurance information, correct patient demographics). 

Assures block times are maintained for surgeons. 

Assures anesthesia availability with the Medical Director. 

Alerts Director of Nursing when specific equipment or instrumentation is required. 

Alerts the Medical Director, Director of Nursing and/or Director of ASC Services when a scheduling conflict occurs. 

Completes and distributes the daily surgery schedule. 

Coordinates case scheduling and block time with Director of Nursing. 

Receives and processes heavy volume of incoming calls. 

Transfers calls appropriately. 

Processes incoming and outgoing mail. 

Demonstrates familiarity with insurance procedures and verifies insurance information when scheduling procedures. 

Processes cash receipts according to established policies and procedures. 

Demonstrates familiarity with managed care plans and knows which plans/procedures require vouchers and/or preauthorization. 

Demonstrates awareness of protocol for malfunctioning equipment and repair and reports to appropriate personnel. 

Medical records management 

Follows established processes to obtain, manage and utilize patient information to enhance and improve individual and organizational performance in patient care. 

Provides for confidentiality, integrity and security of medical records. 

Facilitates timely and accurate medical records management. 

Maintains a system of filing to ensure prompt location of individual records. 

Assures a current and complete medical record is obtained for every patient admitted to the facility. 

Assures all clinical information pertaining to the patient encounter in the facility is centralized in the medical record. 

Ensures that each medical record contains the original documents as appropriate and available per established policy of medical record content. 

Participates in medical record QAPI. 

Communication  

Listens respectfully, gives feedback directly, honestly and talks with others to clarify differences.