Patient Services Rep II (Therapy Services - Malvern) - Nemours

Work schedule - 20 hours per week
Monday: 7:30a-5:30p and Wednesday: 7:30a-6:30p

Accurate and timely patient registration and scheduling of appointments for the department. Triage of phone calls to the appropriate staff for responses. Greeting and responding to families and community service providers using customer service standards. Respond to telephone inquiries regarding appointments within 24 hours.

• Take patient referrals by phone, electronically, walk down, or mail. Enter information in referral log or call back log adhering to response time guidelines.
• Responsible for recording of accurate patient demographics and insurance information into the scheduling system; handles incoming calls in a timely and expeditious manner; schedules appointments for the Outpatient Therapy Services Department. Coordinate scheduling of appointments with other Hospital departments as necessary. (i.e. Radiology).
• Communicates all procedure related prep information to families directly during the scheduling process. Mails appointment confirmation /prep instructions/questionnaire to families after entering appointments. Provides travel directions when requested.
• Maintains responsibility for the organization of the scheduling office so that a neat appearance is presented to customers making appointments. In collaboration with supervisor, act as a resource preceptor for all new and existing program staff.
• Triage calls and transfer them to the appropriate department or service as necessary. Performs receptionist duties by: answering the telephone using proper phone etiquette, receiving patients, maintaining the check-in log and completing patient registration /check-in.
• Makes initial insurance check and informs family of need for authorizations/referral or out of network approvals. Refers family as appropriate to financial counselor as needed.
• Arranges for interpreter services or identifies need for language line when scheduling appointments.

• High School diploma required.
• Minimum of six (6) months to one (1) year experience required.