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Emergency Services Representative

The Emergency Services Representative is the "face of Bassett" to patients, visitors, family members, and staff in the Emergency and Trauma Services Department.
The ESR provided exceptional customer service in the context of accurately registering patients for the Emergency and Trauma Service department. The ESR is the first staff to respond to patients presenting for emergency, crisis and birthing center services, collaborating with clinical staff during patient triage.
Position is also responsible for patient centered business screening, and accurate and complete capture of demographic, financial and visit information as evidenced by regular and ongoing quality audits. Preps patient for financial obligations, including deductibles and co-pays payable at the point of service according to insurance and payment requirements, and policies. Assists patients in acquiring eligible health insurance through the New York State Health Benefit Exchange (NYSHBE) or through paper application process as appropriate. Maintains thorough knowledge and proficiency of all processes and systems used in patient access and revenue cycle. Assures the completeness and integrity of all data collected and recorded in all systems. Performs bed side patient screening, arriving, scheduling and co-pay collection functions according to departmental policy and procedures. Achieves a 90% or better in standards of core functions according to departmental policy.
Adheres to behaviors and conduct that is conducive to excellent patient service. Ensures that all patients and family feel welcomed in words, tone and body language.
Successfully completes organizational and departmental orientation processes as evidenced by monitoring, feedback and system audits. Demonstrates competency and proficiency in customer service and revenue cycle as evidenced in performance, quality and knowledge as outlined in departmental standards. CHAA certification within first six months of hire.
Minimum Requirements:
Education/Qualifications:
High School graduate or equivalent plus relevant medical office/business services experience and/or training required
Associates degree in a related field preferred
Experience:
Experience in a high paced healthcare environment with expertise in customer service.
Three years experience working with the public in a professional medical/business services setting with one year in patient access services, emergency medicine or equivalent preferred.
Associates degree in a related field may substitute for one year of work experience.
Licensure/Certificates:
CHAA within first six months of employment
CAC within first year of employment
Skills:
Excellent customer service skills. Ability to function well under pressure and in very public environments. Must have interpersonal skills to handle confidential information and sensitive situations and ability to work with diverse group of people within and outside the organization. Strong computer and telephone skills. Ability to prioritize work.
Physical Requirements:
Busy healthcare environment with frequent nursing, provider and patient interactions. Extensive use of computers and telephones.



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