STATUS: Full time

JOB TITLE: Patient Service Representative

DEPARTMENT: Golisano Rehab Nursing         

LOCATION:  Golisano Rehabilitation -1555 Long Pond Road Receiving Dock Rochester, NY 14626       

SCHEDULE: Monday - Friday 7:30am - 4pm, and 10am - 6pm, every other weekend required

SUMMARY

Delivers exceptional customer service and clerical support for the nursing units/departments. Process of admissions and discharges, assist with patient needs and is a point of contact for visitors, providers, and staff within the department. Patient/family customer service to align with the overall expectation of a positive patient experience. 

RESPONSIBILITIES

• Consistently utilizes professional communication skills with all customers. 

• Prepares unit with daily staff assignment board, nurse locators, updates the boards in patient rooms each shift with appropriate staff names.

• Assists Clinical Nurse Leader/Charge Nurse with coordination of daily patient activities (i.e. tests, therapies, discharges) and updates front of patient chart with times as appropriate. 

• Responsible for the coordination of the patients’ arrival and the initiation of the admission process

• Greet patients/family members to unit, explain ordering of phone/TV, explain how to contact unit to check on patient, hand out Patient Guide, set up Telemetry monitor if applicable. 

• Responsible for processing physician paper orders or Computerized Physician Order Entry (CPOE) electronic tasks in an accurate, complete and timely manner.

• Responsible for the maintenance of the electronic and paper medical record. 

• Oversees smooth information flow and organizational processes for the unit including telephone triage, mail, faxing, report generation, filing of loose papers, fill charts, maintain sheet of labels in each chart, updates to unit/department policies and equipment maintenance.

• Verification of patient contact/demographic information.

• Responsible for rounding on the patient care unit each shift to provide customer service to patients (i.e. fresh water, straighten room, call bell within reach of patient, check on patient needs).

• Assist in timely and courteous responses to patient call lights and/or any patient or family requests for assistance.

• Provide follow up information/discharge coordination for patient.

• Responsible for assisting with maintaining medical/surgical supplies on the unit and stocking of supplies.

• Follows all safety initiatives for the department.

• Meets unit/department specific skills and competency expectations.

REQUIRED QUALIFICATIONS:

• None

PREFERRED QUALIFICATIONS:​

• High School Graduate or GED

• Six months related work experience in a healthcare or general office setting

• Experience with public contact, with good interaction and communications skills. 

• Medical terminology and/or prior nursing assistance experience

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.