Assoc Patient Service Spec - COVID Infusion Clinic

• Conducts patient check-in and check-out.
• Schedules appointments through clinical communication or direct request.
• Provides positive first impressions utilizing customer service skills.
• Ensures point of service collections.
• Manages reception area, maintains orderly appearance of reception area; ensures method for accountability of each patient check-in; proactively communicates appointment updates with patients.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES:

CUSTOMER SERVICE (NOVICE): - A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.

PATIENT SCHEDULING (FUNDAMENTAL AWARENESS): - The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.

MEDICAL TERMINOLOGY & DOCUMENTATION (FUNDAMENTAL AWARENESS): - The ability to comprehend medical terminology and documentation in an office, or surgical setting.

PATIENT DOCUMENTATION (FUNDAMENTAL AWARENESS): - The ability to receive and record patient information.

• Organizational Impact: Performs clearly defined tasks and methods described in detail to achieve standardized solutions that impact own performance with regular guidance.
• Problem Solving/ Complexity of work: Follows a well established process to solve routine problems where solutions are clearly prescribed.
• Breadth of Knowledge: Has basic job knowledge of systems and procedures that are common to own job.
• Team Interaction: Individually contributes to the team.

CORE CAPABILITIES:

SUPPORTING COLLEAGUES (S1):

• - Develops Self and Others: Continuously improves own skills by identifying development opportunities.
• - Builds and Maintains Relationships: Seeks to understand colleagues priorities, working styles and develops relationships across areas.
• - Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner.

DELIVERING EXCELLENT SERVICES (S1):

• - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.
• - Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns to supervisors in a timely manner.
• - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.

ENSURING HIGH QUALITY (S1):

• - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards Ensures continuous improvement.
• - Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond.
• - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.

MANAGING RESOURCES EFFECTIVELY (S1):

• - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service.
• - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources.
• - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error.

FOSTERING INNOVATION (S1):

• - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them.
• - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action.
• - Adapts to Change: Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work.