Patient Experience Representative - ASC

Patient Experience Representative - ASC

Represents the clinic by providing advanced level patient services regarding registration as a direct contact and resource to patient and will manage the flow of clinical scheduling, registration, patient materials and communicating delays or changes. Strives to create The Iowa Clinic Experience with each interaction. This position will also serve as a resource to registration, scheduling and clinical staff.

Job Duties and Responsibilities

• Demonstrates ability to meet work schedule demands in the clinic.
• Takes accountability for each interaction with patients, and their families and guests, as well as co-workers in order to be the difference and create The Iowa Clinic Experience. Partners closely with co-workers and management when necessary to resolve issues to ensure a positive experience.
• Schedules surgeries and procedures in Surgical Information Systems. Work case request queue daily, ensuring all procedures are scheduled correctly and communicate with other departments for special requests for cases. Reschedule and cancel cases according to WSC policies and protocols.
• Maintains spreadsheets of daily surgery upfront collections.
• Monitors assigned task lists in EMR.
• Communicates information from referring physicians to appropriate personnel.
• Works closely with ASC leaders to communicate changes in surgery schedules.
• Greets patients at the front desk in a prompt, courteous and professional manner.
• Performs all tasks associated with Phreesia, scans copies of patient insurance card and updates computer billing / patient profile software information as appropriate.
• Assists patients with billing and insurance questions upon check-in, answering questions and explaining processes while exhibiting patience and understanding.
• Collects patient co-insurance and / or other payments as appropriate.
• Monitors and maintains an awareness of patients in the waiting room. Checks with nursing staff when delays seem excessive and notifies patients appropriately of unexpected waiting times.
• Recognizes complex billing and / or insurance questions and seeks assistance as appropriate.
• Maintain WSC scan folder to place information not limited to procedure orders, H&P, labs, & consents, to appropriate patient charts for each scheduled procedure.
• Promotes a positive, professional image of The Iowa Clinic, both externally and internally.
• Promotes and maintains relationships with clinic personnel to facilitate positive working relationships in issue resolution.
• Maintains confidentiality of all patient and financial information.
• Maintains awareness of workload of co-workers and offers assistance as appropriate.
• Keeps own work areas clean, neat and professional in appearance.
• Demonstrates professionalism through use of appropriate language, appropriate professional apparel and appearance, and utilization of lunch break periods for personal business.
• Completes required OSHA on-line training in a timely manner.
• Works closely with office staff to ensure best outcome for our patients. Acquire all information needed in a timely manner for surgeries to be scheduled.
• Performs other tasks as assigned.

Knowledge, Skills and Abilities Required

Minimum Job Qualifications

Physical Requirements and Work Environment

Notice of Resignation

This position is a position "at will." However, for purposes of benefit pay out upon termination, three (3) weeks working notice is required.