Patient Services Rep - Cancer Center Call Center - Full Time

Rush University Medical Center - Chicago, IL4.1

30+ days agoFull-time
Job Title: Patient Services Rep - Cancer Center Call Center - Full Time
Department: Cancer Center Business Support
Shift: 1st
Specialty: Call Center
Job Number: 2018-2084
Date Posted: 08/12/2018
Position Type: Support Services

Job Qualifications:
Are you interested in joining a leading health care organization?
Join Rush University Medical Center!

We are seeking an experienced and highly motivated, well organized and detail-oriented Patient Services Rep for our Rush University Cancer Center Call Center.

This is a Full Time position
80 hours every two weeks
Monday to Friday
8 Hour Shifts

General Summary:
The RUMG Patient Service Representative manages all inbound clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, basic triage, message taking, and referral management. The RUMG Patient Service Representative collaborates with Access Center team members and practice staff to meet overall access, revenue cycle and scheduling objectives while exceeding customers' expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Principal Duties and Responsibilities:
Answers all telephone calls for multiple practices with the goals of accurately scheduling patients within guidelines, taking messages utilizing templates and assessing clinical status, routing clinical inquires to appropriate clinical or administrative pools and managing patient referrals.
Assesses the caller's need and responds with critical judgment and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to physicians/practice leader, nurse, and/or RUMG Access Center leadership.
Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests possible resolutions around access, capacity management, disposition of medical questions, workflows and/or Epic build issues.
Exhibits mastery of specialized RUMG Access Center processes including but, not limited to: questionnaires, subgroups, auto search, pre-registration, message templates, and referral capture and insurance plan networks.
Adheres to service specialized workflows for multiple specialty departments. Follows protocols built in Epic and documented practices scheduling requirements.
Drives and supports the RUMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities. This includes but is not limited to discussing the patient's financial responsibility for their upcoming visit, outstanding balances, and referral requirements based on Rush contracts. Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings, navigating the Rush campus, payment categories, and the billing procedures of Rush University Medical Group.
Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
Enhances the reputation of the RUMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions setting a positive example to peers, coworkers, departments and patients.
Promotes a positive and productive environment, supporting teamwork and communication.
Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUMG Access Center. Demonstrates adaptability in providing coverage for multiple practices via practice assignment adjustments for unexpected absences, events or call volume variances.
Utilizes customer service skills to exceed the patient's needs.
Identifying appropriate records required for new and follow-up appointments.
Initiating care everywhere with the patient when appropriate or obtaining release of information for the collection of outside records.
Calling outside healthcare facilities to obtain records, imaging discs and pathology slides.
Coordinating multidisciplinary comprehensive clinics with multiple specialties.
Files and scans information into medical records charts.
Distributes incoming answering service messages for the department to the appropriate scheduling coordinator.
Handles requesting outside medical records, imaging CD's and pathology slides and any pertinent items related to patient appointments. Uploads outside imaging CD's to EasyViz. Submits pathology slides to department for review.
Assist in training of new employees and orientation to the department.
Submit records to providers prior to clinic
Arrange for records from Rush to be sent to other facilities at providers request.
Arrange for multiple appointments to coincide for patient's convenience.
Scan and submit attendance and cases presented to CTC board for review
Maintain log of CTC and H&N conference sheets
Scan and submit attendance for Head and Neck conference for review
Enter Data to Thoracic Conference Grid and submit for board review every 6 months.
Performs other duties as assigned.

Position Qualifications

Knowledge:
High School Diploma required.
Bachelor's degree preferred or equivalent work experience in patient care or related setting such as clinic, ambulatory care center, medical call center, or physician office.
Bilingual preferred.

Skills:
Excellent communication, interpersonal and telephone skills required.
Possesses critical thinking skills which lead to sound judgment and problem solving.
Team-oriented, open minded, and willing to learn.

Abilities:
Ability to function effectively, efficiently and accurately in a multi-tasking, complex, fast paced and challenging call center environment.
Ability to utilize EPIC Cadence efficiently.
Employees hired into this role must successfully pass the EPIC scheduling test with 3 attempts, within 45 days of completion of training.

Company Highlights:
Rush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.
Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center, Rush University, Rush Oak Park Hospital and Rush Health.
Rush University Medical Center is a four time Magnet facility located in Chicago, IL www.rush.edu
Leading academic medical center, acute care hospital w/ 676 licensed beds.
RUMC offers a competitive salary, outstanding benefits & the professional advantages of an environment that supports your development & recognizes your achievements.
Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research.

As one of the most popular cities in the nation, Chicago is a cultural, historical and diverse city. Located on the shores of Lake Michigan, Chicago in known for its nearly 200 distinct neighborhoods and its extensive park systems, along with its sports teams, museums and vibrant theater community.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Are you interested in joining a leading health care organization?
Join Rush University Medical Center!

We are seeking an experienced and highly motivated, well organized and detail-oriented Patient Services Rep for our Rush University Cancer Center Call Center.

This is a Full Time position
80 hours every two weeks
Monday to Friday
8 Hour Shifts

General Summary:
The RUMG Patient Service Representative manages all inbound clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, basic triage, message taking, and referral management. The RUMG Patient Service Representative collaborates with Access Center team members and practice staff to meet overall access, revenue cycle and scheduling objectives while exceeding customers' expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Principal Duties and Responsibilities:
Answers all telephone calls for multiple practices with the goals of accurately scheduling patients within guidelines, taking messages utilizing templates and assessing clinical status, routing clinical inquires to appropriate clinical or administrative pools and managing patient referrals.
Assesses the caller's need and responds with critical judgment and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to physicians/practice leader, nurse, and/or RUMG Access Center leadership.
Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests possible resolutions around access, capacity management, disposition of medical questions, workflows and/or Epic build issues.
Exhibits mastery of specialized RUMG Access Center processes including but, not limited to: questionnaires, subgroups, auto search, pre-registration, message templates, and referral capture and insurance plan networks.
Adheres to service specialized workflows for multiple specialty departments. Follows protocols built in Epic and documented practices scheduling requirements.
Drives and supports the RUMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities. This includes but is not limited to discussing the patient's financial responsibility for their upcoming visit, outstanding balances, and referral requirements based on Rush contracts. Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings, navigating the Rush campus, payment categories, and the billing procedures of Rush University Medical Group.
Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
Enhances the reputation of the RUMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions setting a positive example to peers, coworkers, departments and patients.
Promotes a positive and productive environment, supporting teamwork and communication.
Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUMG Access Center. Demonstrates adaptability in providing coverage for multiple practices via practice assignment adjustments for unexpected absences, events or call volume variances.
Utilizes customer service skills to exceed the patient's needs.
Identifying appropriate records required for new and follow-up appointments.
Initiating care everywhere with the patient when appropriate or obtaining release of information for the collection of outside records.
Calling outside healthcare facilities to obtain records, imaging discs and pathology slides.
Coordinating multidisciplinary comprehensive clinics with multiple specialties.
Files and scans information into medical records charts.
Distributes incoming answering service messages for the department to the appropriate scheduling coordinator.
Handles requesting outside medical records, imaging CD's and pathology slides and any pertinent items related to patient appointments. Uploads outside imaging CD's to EasyViz. Submits pathology slides to department for review.
Assist in training of new employees and orientation to the department.
Submit records to providers prior to clinic
Arrange for records from Rush to be sent to other facilities at providers request.
Arrange for multiple appointments to coincide for patient's convenience.
Scan and submit attendance and cases presented to CTC board for review
Maintain log of CTC and H&N conference sheets
Scan and submit attendance for Head and Neck conference for review
Enter Data to Thoracic Conference Grid and submit for board review every 6 months.
Performs other duties as assigned.

Position Qualifications

Knowledge:
High School Diploma required.
Bachelor's degree preferred or equivalent work experience in patient care or related setting such as clinic, ambulatory care center, medical call center, or physician office.
Bilingual preferred.

Skills:
Excellent communication, interpersonal and telephone skills required.
Possesses critical thinking skills which lead to sound judgment and problem solving.
Team-oriented, open minded, and willing to learn.

Abilities:
Ability to function effectively, efficiently and accurately in a multi-tasking, complex, fast paced and challenging call center environment.
Ability to utilize EPIC Cadence efficiently.
Employees hired into this role must successfully pass the EPIC scheduling test with 3 attempts, within 45 days of completion of training.

Company Highlights:
Rush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.
Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center, Rush University, Rush Oak Park Hospital and Rush Health.
Rush University Medical Center is a four time Magnet facility located in Chicago, IL www.rush.edu
Leading academic medical center, acute care hospital w/ 676 licensed beds.
RUMC offers a competitive salary, outstanding benefits & the professional advantages of an environment that supports your development & recognizes your achievements.
Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research.

As one of the most popular cities in the nation, Chicago is a cultural, historical and diverse city. Located on the shores of Lake Michigan, Chicago in known for its nearly 200 distinct neighborhoods and its extensive park systems, along with its sports teams, museums and vibrant theater community.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.