Patient Service Representative

Department: Golisano Rehab Nursing • Location: Golisano Rehabilitation, 1555 Long Pond Road Receiving Dock, Rochester, NY 14626

About the role

Delivers exceptional customer service and clerical support for the nursing units/departments. Processes admissions and discharges, assists with patient needs, and serves as a point of contact for visitors, providers, and staff within the department to ensure a positive patient experience.

Schedule

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

Responsibilities

• Consistently utilizes professional communication skills with all customers.
• Prepares unit with daily staff assignment board, nurse locators, and 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.
• Coordinates patients’ arrival and initiates the admission process.
• Greets patients/family members to unit, explains ordering of phone/TV, explains how to contact unit to check on patient, hands out Patient Guide, and sets up Telemetry monitor if applicable.
• Processes physician paper orders or Computerized Physician Order Entry (CPOE) electronic tasks accurately, completely, and in a timely manner.
• Maintains 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, filling charts, maintaining sheets of labels in each chart, and updates to unit/department policies and equipment maintenance.
• Verifies patient contact/demographic information.
• Rounds 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).
• Assists in timely and courteous responses to patient call lights and/or any patient or family requests for assistance.
• Provides follow-up information/discharge coordination for patients.
• Assists 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.

Qualifications

• High School Graduate or GED (preferred).
• Six months related work experience in a healthcare or general office setting (preferred).
• Experience with public contact, with good interaction and communications skills (preferred).
• Medical terminology and/or prior nursing assistance experience (preferred).

Physical Requirements

Sedentary Work - Exerting up to 10 pounds of force occasionally. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.

Pay

Pay range: $16.75 - $18.92 per hour.