Representative Patient Accounts

• Review all incoming referrals for completeness and accept or decline based on capacity restrictions.


• Open communication with Clinical Managers and Directors regarding capacity and referral volume.


• Update office staff at specified times of referrals that are pending for missing information.


• Establish and maintain a professional and respectful working relationship with all referral sources.


• Quality check work prior to end of shift to ensure all referrals have been generated and all orders submitted.


• Process and enter declined referrals to remain in compliance with CMS guidance.


• Customer focus on the needs and consider customer in decision-making process to ensure customer satisfaction.


• Greet the customer in a polite and professional manner whether it is on the phone, or face to face.


• Receive customer and or answer telephone calls for customer courteously, determine needs and respond appropriately.


• Respond to customer issues (intradepartmental, interdepartmental and patient based) timely and to the satisfaction of the customer.


• Motivate and influence and persuade others to build commitment.


• Act as a role model for peers by striving for excellence, display a positive attitude and actively support the team concept.


• Monitor and report on individual productivity to assist in the evaluation of one’s ability to organize and plan daily work to meet outcome-based criteria set by Management.


• Volunteer to work additional hours or offer to contribute to ongoing/special assignments outside the scope of their own specific functions.


• Communicate and provide constructive feedback and clearly express ideas.


• Communicate with lead or management all issues that impact the accurate, timely and complete accomplishment of all assigned tasks.


• Identify and communicate to lead or manager recommendations for process improvement.


• Document all accounts quickly and accurately to ensure a thorough record of actions taken and dispositions made.


• Accept and incorporate changes into daily activities.


• Conform consistently to all system changes; including Electronic Medical Record (MatrixCare), Ensocare, UPMC Care Transitions portal, Careport, etc.


• Identify non-staff and inactive physicians and notify Medical Record Specialist.


• Enter patient data in an accurate and legible manner.


• Process referrals in a timely manner.


• Enter information in a timely and accurate manner.


• Occasionally work weekends.


• Assist with receptionist duties when necessary.


• Cognitive ability to function and concentrate on the essential and specialty functions of the job at a high level.


• Achieves thoroughness and accuracy when accomplishing an essential or specialty function of the job.


• Ability to think and concentrate for an entire shift.


• Other duties as assigned.

Required Qualifications

• High School Diploma or GED, or higher level of education.


• Strong leadership ability, good organizational skills, independent and critical thinking skills, and sound judgment.


• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

Preferred Qualifications

• Business/Accounting completion of classes.


• Experience in Healthcare setting.

License, Certification & Clearances

• PA Act 34 Pennsylvania Access to Criminal History Clearance.

Supervisory Responsibilities

• This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department.

Position Type/Expected Hours of Work

• Regular, consistent, on-site and timely attendance.


• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).


• Travel may be expected locally between Excela Health locations.

LEAN

• Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.

AAP/EEO

• Excela Health is an Equal Opportunity Employer. It is the policy of Excela Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non-job related disability, veteran status, or genetic information, or any other protected class. Excela Health will conform to the spirit as well as the letter of all applicable laws and regulations.


• Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart below.

Work Environment: 

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.