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Job Information
Exemption Status: Non-Exempt

A Brief Overview
The Patient Service Associate position is a non-clinical position whose primary responsibility is to the providers and patients. This position is accountable to receive and process a high volume of incoming calls from community callers, physicians/staff in a timely and professional manner. PSA's are responsible for paging of all patient care requests; most specifically paging of critical time sensitive needs. The PSA must respond quickly and accurately to avoid delay in patient care. They coordinate all transfers from referring physicians into Stormont Vail Health. PSA's schedule hospital discharge follow up appointments for patients discharged from Stormont Vail Health. The PSA works closely with all providers/nursing staff to insure patients are cared for in a timely and efficient manner.

Education Qualifications

• High School Diploma / GED Required
• Bachelor's Degree Preferred

Experience Qualifications

• 2 years Healthcare experience. Preferred
• 2 years Customer service experience. Preferred

Skills and Abilities

• Knowledge of age appropriate protocols regarding transfer and trauma calls. (Required proficiency)
• Ability to accurately document all inquiries into database for statistical purposes. (Required proficiency)

What you will do

• Responsible for paging of Critical Time sensitive needs. Paging of all patient care requests.
• Coordination of all transfers from referring physicians and entering information into the Transfer Module and Sharepoint.
• Assignment of hospitalist to ER patients admitted to Stormont Vail Health as in-patient of observation.
• Responsible for hospital patient discharge appointments for both Cotton O’Neil and non- Cotton O’Neil patients and notifying patient of appointment either by phone or letter.
• Responsible for reviewing demographic information and entering patient information/chief concern into Nursing queue for after- hours nurse triage requests.
• Answers all incoming calls, reschedules patient appointments for physicians and/or PA’s when provider is out of office. Directs calls to appropriate staff. Responsible for cancelling of patient appointments when requested and sending info to the provider office.
• Responsible for registration of clients of various classes/events sponsored by Stormont Vail Health.
• Responsible for maintaining the state wide EMSystem with accurate updated info regarding bed status, diversions, bed drills.
• Cross-train and acts as back up for registration or other administrative peers.
• Works collaboratively with personnel in other departments to insure quality service to clients.
• Maintains a strong communication system within the department to facilitate prompt accurate service to clients.
• Participates in weekly huddles; utilizes A3 problem solving to improve processes & develop standard work.
• Receives incoming telephone calls; screens and appropriately routes calls to other departments and medical staff as appropriate.
• Participates in monthly staff meetings.

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid

Scope

• No Supervisory Responsibility
• 
  
• No Budget Responsibility No Budget Responsibility

Physical Demands

• Balancing: Occasionally 1-3 Hours
• Carrying: Occasionally 1-3 Hours
• Climbing (Ladders): Rarely less than 1 hour
• Climbing (Stairs): Rarely less than 1 hour
• Crawling: Rarely less than 1 hour
• Crouching: Rarely less than 1 hour
• Driving (Automatic): Rarely less than 1 hour
• Driving (Standard): Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Frequently 3-5 Hours
• Feeling: Occasionally 1-3 Hours
• Grasping (Fine Motor): Frequently 3-5 Hours
• Grasping (Gross Hand): Occasionally 1-3 Hours
• Handling: Occasionally 1-3 Hours
• Hearing: Occasionally 1-3 Hours
• Kneeling: Rarely less than 1 hour
• Lifting: Occasionally 1-3 Hours up to 10 lbs
• Operate Foot Controls: Rarely less than 1 hour
• Pulling: Occasionally 1-3 Hours up to 10 lbs
• Pushing: Occasionally 1-3 Hours up to 10 lbs
• Reaching (Forward): Occasionally 1-3 Hours up to 10 lbs
• Reaching (Overhead): Occasionally 1-3 Hours up to 10 lbs
• Repetitive Motions: Frequently 3-5 Hours
• Sitting: Frequently 3-5 Hours
• Standing: Occasionally 1-3 Hours
• Stooping: Occasionally 1-3 Hours
• Talking: Occasionally 1-3 Hours
• Walking: Occasionally 1-3 Hours

Working Conditions

• Burn: Rarely less than 1 hour
• Chemical: Rarely less than 1 hour
• Combative Patients: Rarely less than 1 hour
• Dusts: Rarely less than 1 hour
• Electrical: Rarely less than 1 hour
• Explosive: Rarely less than 1 hour
• Extreme Temperatures: Rarely less than 1 hour
• Infectious Diseases: Rarely less than 1 hour
• Mechanical: Rarely less than 1 hour
• Needle Stick: Rarely less than 1 hour
• Noise/Sounds: Rarely less than 1 hour
• Other Atmospheric Conditions: Rarely less than 1 hour
• Poor Ventilation, Fumes and/or Gases: Rarely less than 1 hour
• Radiant Energy: Rarely less than 1 hour
• Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour
• Risk of Exposure to Hazardous Drugs: Rarely less than 1 hour
• Hazards (other): Rarely less than 1 hour
• Vibration: Rarely less than 1 hour
• Wet and/or Humid: Rarely less than 1 hour

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.