PER II-Ambulatory

Customer Service- Demonstrates positive and effective customer service that supports departmental and hospital operations.Interacts and provides positive and effective customer service to patients and families.Responds to routine inquiries about hospital protocol, policies, and procedures.Assists with resolution of complex issues. Involves supervisor when appropriate.Greets, screens, and directs patients, families, and visitors.Registers new patients.With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.May be required to rotate in departments with call centers. Patient Registration/Admissions/Discharge- May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR. Monitors clinic activity to ensure the best possible patient experience. Assists with resolving customer service and scheduling issues. Involves supervisor, as appropriate, to assist with resolution of complex issues. May prepare rooms for examinations and provides assistance to patients according to established procedures and instructions. Cleans and sets up room for examination and prepares routine forms required for appointment. With sufficient understanding and demonstrated ability, they are able to verify, record and process patient demographics, insurance/payment, and referral information for patient encounters without assistance. May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions in the Hospital systems. Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules. Facilitates and directs communication with Financial Counsel. May assist in support or training PERs. Patient Flow Coordination- Prepares for and attends shift handoffs and team huddles. Administration- With an advanced level of knowledge, answers, screens, and routes telephone calls. Records and forwards messages and triages calls for urgent information or services. Responds to requests for routine information or assistance within scope of knowledge and authority. Initiates call for emergency services as required. Maintain personal calendars for physician/supervisor(s). Schedule meetings, programs, and events. Assist in organizing and scheduling conferences, seminars, and other department-sponsored programs or events. Organizes documents and/or presentations and logistics for meetings, presentations, and events. Provide routine clerical support as needed. May collect and organizes medical records, information, materials, and supplies required for appointments. Prepare requisitions and other standard forms as requested by clinician or supervisor. Communicates with other departments to coordinate ancillary clinical/administrative services. Open and sorts mail, deliver and retrieve patient records, photocopy materials, sorts, collates, and distributes documents. Processes various letters and outside requests and prescription refills. Technology- Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications. Enrolls patients and caregivers in patient portal. Process Improvement- Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects with a focus on continuous process improvement. Assists with implementing change with internal systems and procedures. Scheduling- With sufficient understanding and demonstrated ability, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.