Primary City/State:

　　Scottsdale, Arizona

　　Department Name:

　　PSC-Mountain View-MVR

　　Work Shift:

　　Day

　　Job Category:

　　Administrative Services

　　POSITION SUMMARY

　　This position supports patient care and daily operations of a Patient Service Center by providing clerical and administrative services to patients and staff within the center with a focus on Customer Service and positive patient and customer interactions. Has a focus on empathy and compassion. Exhibits excellent written and verbal communication skills. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

　　CORE FUNCTIONS

　　Welcomes patients with a warm and sincere greeting in person and on the phone with a focus on an exceptional customer experience. Provides information by answering questions, giving directions, and referring patients to other team members or resources when appropriate. Provides paperwork, collection kits and documentation to patients as needed. Maintains patient confidentiality.

　　Assists with patient check in at the registration kiosk. Triages patients based on appointment type. Copies insurance cards and retrieves patient paperwork including contacting physician clients for orders or clarification of orders. Assists patients with transport needs.

　　Manages waiting room capacity. Enters patient phone numbers for texting through the Wait Where You Want program or calls patients to return to the Patient Service Center for their appointment. Assists site leadership in monitoring patient wait times; alerts team members when times are exceeding standards. Monitor restrooms and waiting rooms for cleanliness, stocking supplies as needed and removing specimens if necessary.

　　Accepts drop off specimens from patients and Home Health providers. Checks specimens and orders for completeness and accuracy. Assists in transport of patient specimens. Submits requests for STAT pickups.

　　Assists with supply inventory by checking stock; placing orders; and restocking supplies as needed. Maintains a safe working environment. Performs general office duties. Schedules and confirms patient appointments. Scans documents for month end reporting and other as assigned. Assists with investigations and provides service recovery support.

　　Enters and creates patient orders. Collects patient payments and assists with billing inquiries. Collects nasal or throat swab specimens and urine drug screens. May administer vaccines.

　　SUPERVISORY RESPONSIBILITIES

　　DIRECTLY REPORTING

　　None

　　MATRIX OR INDIRECT REPORTING

　　None

　　TYPE OF SUPERVISORY RESPONSIBILITIES

　　SCOPE AND COMPLEXITY

　　Internal customers: All employees of SQL / LSA. External customers: patients and their family members, physicians, nurses, medical assistants, office staff, home health staff, other professional staff, and vendors

　　PHYSICAL DEMANDS/ENVIRONMENT FACTORS

　　Reading, comprehension of complex instructions, math skills, typing, sitting, accuracy in detail work, confidentiality, stress, frequent interruptions, and concurrent tasks. Verbal communication, speaking, listening and interpersonal skills. Standing, walking and manual dexterity skills. May be required to lift up to 20 pounds. Requires significant use of computer, phone, and general office equipment.

　　KNOWLEDGE, SKILLS AND ABILITIES

　　Must have ability to multi-task handling phone calls, computer functions and frequent interruptions

　　Must have the ability to handle ongoing face-to-face contact with patients and staff while functioning in a busy medical office environment.

　　MINIMUM QUALIFICATIONS

　　Minimum age of 18 years

　　High school diploma or GED

　　One year of medical office, patient facing experience or two years customer service experience in any field

　　PREFERRED QUALIFICATIONS

　　Previous data entry experience

　　Bilingual in Spanish

　　Additional related education and/or experience.

　　​ DATE APPROVED 09/05/2021

　　EOE/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)

　　Our organization supports a drug-free work environment.

　　Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

　　Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

　　EOE/Female/Minority/Disability/Veterans

　　Banner Health supports a drug-free work environment.

　　https://www.bannerhealth.com/careers/eeo