Patient Services Rep - Cherry Hill Infusion

1. Position Title: Patient Service Representative

2. Title of Immediate Supervisor: Nurse Manager

5. FLSA: Non-Exempt

3. Department/Entity: IOP

6. Position Number: P51093

4. Date: 12/2016

7. Salary Grade: N03

8. Summary of Accountabilities:

Answer telephone in a timely manner to ensure patient/customer access to scheduling or clinical services

Retrieves telephone messages from mailbox and accurately record the date, time and all necessary information to adequately triage telephone calls

Appropriately schedules, cancels and rescheduled all encounter services according to UPHS, physician, departmental and PMR protocols and guidelines

Accurately inputs all required demographics and insurance information to patient/customer account

FREQUENCY

FREQUENCY

FREQUENCY

FREQUENCY

RARE 0-10%

OCCASIONAL 11-34%

FREQUENT 34-66%

CONTINUOUS >67%

WEIGHT

1-10

11-25

26-50

50 +

1-10

11-25

26-50

50 +

1-10

11-25

2s6-50

50 +

10-20

11-25

16-50

50 +

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LBS

LIFTING

PUSH/PULL

CARRYING

SITTING

STANDING

BENDING

KNEELING

CLIMBING

WALKING

REACHING

14. Role In

Relation To

15. Accountabilities

16. Performance Measures

PATIENT / CUSTOMER

Includes patient/customer student satisfaction and initiatives, educational and research initiatives, patient confidentiality.

1. Learn individual patient’s/customer need and make every attempt to meet the patient/customer and family’s needs.

2. Modify interactions to accommodate the diverse needs of our patients/customer and family

3. Interacts with clinical staff and other team members to ensure optimal patient flow

4. Provides best possible solutions responsive to each patients/customers needs and concerns

5. Demonstrates competence in the assessment, treatment and care of the specific patients served whose age range from adolescence through adulthood and geriatrics

6. Ensures patient/customer and family confidentiality, respect, safety and security

1. Outpatient Satisfaction Survey

2. Direct Observation by Practice Manager

17. Annual Weighting

__10%______

25.Performance Evaluation Comments:

18. AGE SPECIFIC

ACCOUNTABILITIES

Please complete this section for all employees who have direct contact with patients when carrying out their duties and thus should be aware of the age related needs of patients (as defined by Department Head).

Identify the competencies required for each patient population that the employee works with (neonate, child, adolescent, young adult, middle adult and older adult)

Patient Age: Obtains information and interprets information in terms of patient’s needs.

Identify the expected behaviors for each patient category

a. Recognizes the unique cognitive, physical, emotional, and chronological issues the patient represents.

b. Performs information collection in appropriate ways for the specific age of the patient.

Performance Evaluation Comments: (For age specific accountabilities please provide examples of demonstration for each patient category)

19. PATIENT/ EMPLOYEE SAFETY ACCOUNTABILITIES

All employees when

carrying out their duties are responsible for patient/ employee safety and thus should be aware of general safety requirements and all specific safety requirements for their position (as determined by the Dept. Head)

Non-Patient Care

· Participates in Entity and Department wide initiatives for

Patient /Employee safety

· Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.

Patient Care Providers

· Participates in Entity and Department wide initiatives for

Patient /Employee safety

· Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.

· Validation of annual competencies required for the position (see attached addendum)

Observed Behaviors

Maintains compliance with all mandatory safety training including

- Fire and safety

- Patient safety

- Infection control

- HIPPA

Performance Evaluation Comments: (For Patient Safety accountabilities please provide specific examples of demonstration)

27.

Performance

Rating

____

Role In

Relation To

Accountabilities

Performance Measures

OPERATIONS

Includes essential and non-essential position accountabilities, age specific performance standards, compliance standards

1. Knows process of when and whom to notify (i.e. Supervisory/Manager) when an issue becomes too complicated to solve independently.

2. Interacts with individuals with consideration to chronological issues and needs. Interacts with adolescent and their family in developmentally appropriate manner.

3. Accurately and consistently scheduled patient appointments.

a. Communicates with sensitivity to possible hearing difficulties and memory and information processing difficulties.

b. Provides assistance as appropriate for ambulation of the older adult recognizing, that the older adult may need more time to complete activities.

a. Possesses and uses knowledge of general rules and specific physician protocols

b. Creates accurate and complete appointments

c. Cancel and rescheduled appointments accurately an completely

d. Changes patient appointments status from pending to arrived when patient presents

e. Obtain reason for patient visit and scheduled appointments with appropriate Provider

f. Obtains and documents referring physicians information accurately

g. Offers customer alternative sites if the appointments cannot be scheduled at the required site.

h. Refers patient back to Penn Health if unable to accommodate patient for appointment within the Health System

i. Explains options regarding registration to patient

j. Provides patient with scheduling appointment information (physician card with date and time or printed itinerary)

k. Performs advanced scheduling tasks, including effective use of wait list, resource scheduling and team scheduling.

l. Notifies manager about any unresolved issues involving scheduling appointments

m. Schedules all ancillary tests and appointments outside of the department according to UPHS protocols

n. Schedules admission and hospital and hospital based procedure appointments in IDX

o. Edits daily schedules for providers

Annual Weighting

___70%______

Performance Evaluation Comments:

Performance Rating

_______

Role In

Relation To

Accountabilities

Performance Measures

OPERATIONS

Includes essential and non-essential position accountabilities, age specific performance standards, compliance standards

4. Accurately and consistently perform patient registration

5. Accurately and consistently manages financial aspects of patient encounter

a. Creates mini-registration and informs the patient preliminary and will be followed up with a more detailed Registration Process

b. Reviews/verifies patient demographics are updated or documents patient demographic changes and forwards to registrar

c. Ensures that all patient information is accurate and complete

d. Maintains UPHS Registration Certification

e. Performs full registration when required; completes an accurate UPHS Registration data set for all pertinent information for Medical Record number generation

f. Validates and corrects UPHS data set with each patient/customer encounter according to UPHS guidelines

g. Completes an accurate financial screening at the time of registration

h. Assigns appropriate financial class, based on patient’s insurance plan

a. Identifies if referral is required for care

b. At time of patient arrival: verifies and ensures patient has referral; checks the validity of the referral (location, date, number, of visits); supplies the patient with a copy of the referral; and includes a copy of the referral in the chart

c. Documents referral number in Financial comments in IDX (at time of scheduling or at patient arrival) and on the Encounter Form (at patient arrival)

d. Assesses eligibility for planned service; determines if the patients’ plan will cover the visit

e. Reminds patient to bring Insurance card, co-payment and any other forms/information to their appointment

f. Assesses insurance coverage and notifies self pay patients of responsibility for payment at time of service and understands who to transition to for financial counseling if needed

g. Copies the Insurance Card & includes it in the chart

h. At check in, reviews and initials Encounter Form; if necessary, corrects the Encounter form and reprints updated encounter form

Annual Weighting

_________

Performance Evaluation Comments:

Performance Rating

_______

Role In

Relation To

Accountabilities

Performance Measures

OPERATIONS

Includes essential and non-essential position accountabilities, age specific performance standards, compliance standards

6. Maintains patient flow in practice. Communicates as needed to ensure efficiency of patient visit.

I. Identifies the need for pre-autheroziation and pre-certification and initiates the process

j. Verifies preauthorization/pre-certification process is complete

k. Maintains cash register bank

l. Collects payment for services and secures payment in cash box

m. Enters charges and payments into IDX charge entry screen

n. Reconciles daily transactions and verifies batch header with batch proof

o. Coordinates end of day processing for charge entry and cash collection (i.e. # of encounter form, cash register, credit card machine)

p. Processes credit card transactions at close of day

q. Batches referrals and completes header sheet and forwards to financial

r. Appropriately “hands off” daily encounters and monies to financial representative

s. If the patient presents to the practice without a referral, take the necessary action to obtain the referral; interacts effectively with patients to explain their rights and responsibilities

t. Consults with physician to determine necessary overrides; reschedules patients as necessary

u. Performs insurance verification according to UPHS guidelines

a. Coordinated all clinical and administrative aspects of the patient encounter including the provision and dissemination of information to the patient as required

b. Understands why the patients’ needs an appointment including special needs, urgency, etc.

c. Informs the patient to bring any records, test results or x-rays pertinent to the reason for the visit to the scheduling appointment

d. Notifies the clinical staff that the patient is ready for the appointment

e. Assesses status and informs the patient and family of appointments time changes

f. Ensures accuracy of actual appointment status

g. Assumes complete responsibility for the patient while in the waiting room

h. Explains the check out process

i. At check-out reviews Encounter Form for completeness

j. Reviews lab or x-ray requests to ensure diagnosis code is indicated

k. Utilizes process to triage clinical issues: what can be solved by themselves & what need to be triaged to a nurse or physician either immediately or within a specified period of time

l. Initiates process for admission or hospital based procedures

Annual Weighting

_________

Performance Evaluation Comments:

Performance Rating

_______

Role In

Relation To

Accountabilities

Performance Measures

OPERATIONS

Includes essential and non-essential position accountabilities, age specific performance standards, compliance standards

7. Answers telephones promptly utilitizing defined practice standards.

8.Proactively shards information for trends

9. Patient/Customer: Learn and understands patients’/customers’ need and expectation, then provides the best service possible. Ensure patient confidentiality.

a. Answers phones, takes messages, solves issues as appropriate for job performance

b. Performs within the expected outcome of the Automates Call Distribution (ACD) environment

c. Log In and Out Correctly

d. Maintains predetermined Department standards of phone activity and measurements

e. Utilizes principles of customer service

f. Reports any problems to immediate manager involving issues related to phone volume and performance

g. Triages calls to the appropriate person in a timely manner

a. Anticipates patient’s/customers needs to assure they are meeting (physical, emotional) in a timely fashion to ensure their satisfaction.

b. Maintains a pleasant disposition at all times even in the most adverse circumstances.

c. Delivers patients’/customers service seamlessly across system boundaries.

d. Makes every attempt to meet patient/customers and family special needs.

e. Makes personal introductions and addresses patients by name.

f. Modifiers interactions to accommodate the diverse needs of our patients’/customer/families.

g. Monitors wait time and keeps patients/customers informed of what we are doing to help, especially for complicated problems.

h. Ensures patients’/customers’ and families confidentiality and respect

i. Ensures patients/customers and families safety and security

j. Complies with identified service standards

k. Takes ownership of customer’s need and follows through to make sure needs are addressed

Annual Weighting

_________

Performance Evaluation Comments:

Performance Rating

_______

Role In

Relation To

Accountabilities

Performance Measures

OPERATIONS

Includes essential and non-essential position accountabilities, age specific performance standards, compliance standards

Annual Weighting

_________

Performance Evaluation Comments:

Performance Rating

_______

Role In

Relation To

20. Accountabilities

21. Performance Measures

Core Values

· Excellence

· Integrity

· Diversity

· Professionalism

· Individual Opportunity

· Teamwork & Collaboration

· Tradition

1 - Below Threshold – Does not Demonstrate

2 - Threshold - Sometimes Demonstrates

3 - Target – Usually Demonstrates

4 - High Performance – Almost Always Demonstrates

Have Not Observed

10%

22.

Annual Weighting

Treats people respectfully.

Effectively manages and efficiently uses all resources.

Is open to and respects differences, ideas, and suggestions.

Does not participate in non-productive activities of conversations.

Maintains confidentiality.

Establishes and maintains good working relationships and partnerships.

Adheres to established policies and procedures.

Always seeks clarity to ensure understanding.

Keeps work processes reasonable and simple.

Balances priorities.

Effectively communicates and ensures understanding of UPHS’ mission, vision, and values.

Makes and keeps commitments.

Meet deadlines and is responsive to requests.

Exemplifies in his/her action principles of collegiality and collaboration at all times.

Performance Evaluation Comments:

Performance Rating

_______

Performance Summary For Fiscal Year (enter the assessment year):

Please provide a summary of performance for the year and key strengths and priorities for improving performance in the coming year.

30. Individual Learning Plan

COMPETENCIES

GOAL

ACTION ITEM(S)

DEADLINE

RESOURCES

Please identify the employee’s one greatest strength and how they can continue to develop that strength

Please identify the employee’s one greatest challenge and how he/she can continue to develop in that area.

Check Point 1: Date: ____________ Comments: _______________________________________

Check Point 2: Date: ____________Comments: _______________________________________

Comments:

Employee Signature: __________________________________________

Date:

Immediate Supervisor Signature: ________________________________

Date:

Next Level Reviewer: Title______________________________________

Signature__________________________________

Date: