Patient Services Rep II - Cardiology  at Nemours in Wilmington, Delaware

Job Description:

As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own. 

Equity, diversity, and inclusion guide our growth and strategy.  We are looking for individuals who are passionate about, and committed to leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive team environment. All Nemours associates are expected to ensure that these philosophies are embedded in their day to day work with colleagues, patients and families.

The primary function of the Patient Service Rep II is to ensure that families are ready to be seen by the Clinician in a timely manner.  Requires some travel to off-site clinics.

 Essential Responsibilities:

• Greets patients and families at the clinical setting according to AIDET.  Systematically checks families in and out (as applicable). 


• Establishes and maintains a professional demeanor by maintaining tact, understanding and confidentiality when dealing with patients, team members, health practitioners and the public.


• Completes the front desk function in the module including but not limited to:


• “Preps” visits scheduled <=48 hours prior.   Responsible for making all confirmation calls that is not completed, to a “Confirmed” status


• Systematically collects consents and other required documents (real-time)


• Scans insurance cards and other important documents real-time


• Collects and posts co-pays, any past due balances, and reconciles money at end of shift


• Responsible for requesting and logging MyNemours sign ups


• Schedules follow up appointments (utilizes the Iguide to determine participation)


• Achieve a daily “after visit” verification (insurance and demographics) percentage of =>95%



• PSR’s are responsible for scheduling and manning the phones between check in and check-out patients. This responsibility includes, scheduling of incoming calls, consults received in scheduling workqueue, MyNemours in-basket request, recalls (including calling 3 time, sending a demand print letter, documenting in the patient chart and notifying the Cardiologist of the inability to schedule follow up appointment from the recall), moving patients up from the waitlist, handling all follow up calls upon discharge from 2B Cardiac Inpatient, and rescheduling clinic cancellations.



• Works assigned work queues daily



• Confirms authorization and/or collects referrals for the days’ visit.  Notifies Pre-Registration and Authorization Department of visits scheduled same day.  Faxes hard copy referrals to the PRAG department within 24 hours of receipt.




• Monitors and ensures patient safety, cleanliness and security of module.




• Responsible for accurate statusing of clinic appointments, differentiating between new versus recheck and no-show versus cancellation.




• Responsible for sending letters to the PCP of all newly referred patients, notifying of no showed appointments. We are responsible for calling at least three times, sending another demand print no show letter, documenting in the chart the follow up action and notifying the Cardiologist of the continued inability to reschedule their no showed appointment.




• Communicates with Module clinical staff as to the status of patients waiting more than ten minutes and advises of clinical progress.



• Communicates clinic status to families in the waiting area


• Distributes drink and food vouchers as directed by the Clinic Manager
   

Maintains patient confidentiality.

• Requests a picture id 100% of the time during check in Performs telephone consents immediately of any person bringing a patient to an appointment, that is not the legal guardian/parent
   


• Responsible for participating in departmental and hospital programs for continuous quality and performance improvement and works with department management to improve the services provided.


• Participates in hospital-wide Risk Management Program concerning patient/visitor safety, incident reporting, etc.


• Demonstrates computer competency – including but not limited to, scheduling walk-in visits, appointments cancellation and order entry for clinical system, use of Iguide, EOD status changes, work queue processing, linking referrals, posting “other” payments, use of scanner device and electronic insurance verifications


• Reports any area of concern to immediate supervisor.


• Responsible for EOD (End of Day) Report and implementing Nemours’s No Show Policy.


• Responsible for maintaining appropriate inventory of clerical supplies.


• Adheres to the Nemours Standards of Behaviors at all times.


• Completes all mandatory education in a timely manner.


• Utilizes professionally appropriate communication skills for telephone conversations (tone, volume, confidentiality, etc. and participates in customer service training as necessary).

Position Qualifications:

A.  High School Diploma or equivalent.

Previous experience in a hospital or physician’s office setting.

Other Requirements:

      - Must be able to work a flexible schedule; may include weekend coverage

      - Must wear protective gear for blood and body fluid precautions, universal precautions

      - Must work 40 hour week

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.