Position Summary:
Responsible for obtaining registration information, insurance information and verification, and authorizations from new and established patients. Responsible for screening, scheduling and directing patients to appropriate providers and services. Conveys a positive image of Carle and providers information to patients to fully utilize and benefit from Carle services both on the telephone and face-to-face and to ensure that needs of patients are met. Checks patients in upon their arrival for scheduled appointments and facilitates up-front collection of co-payments.

Qualifications:
EDUCATIONAL REQUIREMENTS
Associate's Degree in Related Field or Experience in Lieu of Education - One (1) year of relevant business, healthcare or finance work experience

CERTIFICATION & LICENSURE REQUIREMENTS
None Specified.

EXPERIENCE REQUIREMENTS
One year relevant experience if no Associate's Degree.

SKILLS AND KNOWLEDGE
Must have strong communication skills and work well with all employees and the public at large; observes high standard of confidentiality. Must maintain positive attitude when working. Ability to deal with a large volume of calls and multiple tasks concurrently; memory for details essential. Must be able to prioritize and complete tasks under stressful conditions with interruptions. Ability to accept and implement change and function in instances where decisions are not always apparent. Required to apply routine decisions to defined problems. Responsible for selecting courses of action that have substantial effect on customer satisfaction and revenues, where decisions are guided only by general policy; required to deal with issues of a complex nature, requiring good judgment. Must be self-motivated and dependable, must possess knowledge and skills to work effectively with patients and their families.

Essential Functions:

• Accurately and efficiently completes registration for new and existing patients.
• Checks patients in upon their arrival for scheduled appointments.
• Performs tasks related to cash drawer management including co-pay collections.
• Requests, locates, sends and receives patient medical records as needed.
• Understands computer applications common to the desk areas.
• Receives all incoming telephone calls.
• Handles and maintains the sale of products pertinent to site or area.
• Checks patients out in a prompt and friendly manner.
• Demonstrates customer service excellence in accordance to Carle policy.
• Adheres to and enforces Carle policies and procedures.
• Acts as a patient advocate at all times.
• Attends meetings to enhance knowledge.
• Performs all other duties as assigned.
• Adheres to and enforces Carle Foundation Administrative and Departmental policies and procedures.
• Demonstrates competency in all aspects of the Patient Services Representative role. This may include ordering clerical supplies, recall entry, multiple appointment scheduling and the responsibility of a physician's schedule.
• Serves as systems super user.
• Assists in training of new Patient Services Representative staff and serves as role model by conducting self in a responsible, professional manner at all times.
• Participation on committees and subcommittees including departmental work groups, cross departmental teams, etc.
• Participates in project planning for department and performs specialized tasks consistently. Suggests ways to improve processes.