CSR- West Bloomfield-Ortho, Urology & WHS

Under general supervision follows standard operating procedures for all patient registration activities including patient reception, face-to-face check in and check out, preregistration, insurance verification, cash collections, chart reconciliation and patient discharge. Actively contributes to an organizational culture committed to the highest degree of service excellence standards to all customer groups.

DUTIES AND RESPONSIBILITIES:

Provides World Class Service Excellence to patients:

• Warm patient greeting and closing. (AIDET)
• Performs Clinic Rounding per protocol.
• Service Recovery (HEART)
• Adheres to Chief First Impressions Officer (CFIO) standards.
• Maintains Front Desk and Lobby Appearances according to policy.
• Adheres to the CSR Dress Code at all times.

Performs all aspects of appointment scheduling including:

• Makes appointments for patients accurately and efficiently, according to clinic protocols.
• Assists patients with any scheduling concerns.
• Returns patient calls if unable to make appointment at the time of the patient interaction.
• Reschedules appointments as necessary.
• Follows policy for "no shows" and late patients, per clinic protocol.
• Provides accurate detailed information to patients including: arrival times and other necessary information.
• Creates and/or attaches necessary referral per protocol.
• Scans necessary documentation into the HER, including but not limited to: Photo IDs, Insurance cards, HIPAA forms, Treatment/procedure consent forms, Financial consent forms, Advance Beneficiary Notice (ABN) forms, Advanced directives, Guardianship papers
• Communicates effectively with providers regarding patient scheduling issues as needed.

Provides accurate data collection and registration for all patient visits which includes but is not limited to:

• Properly verifies and updates patient demographics.
• Properly verifies and updates patient emergency contact.
• Properly verifies and creates hospital account record (HAR).
• Properly verifies and updates patient insurance coverage.
• Distributes appropriate information to new patients.
• Maintains knowledge of current computer updates and insurance information.

Performs all aspects of Collecting Cash including:

• Responsible for handling cash, per clinic protocol.
• Collects copayments and/or prior balances and prepayments.
• Properly closes out Epic cash drawer daily.
• Balances end of day batches associated with credit card machines.
• Assists patients with billing problems or inquiries.
• Follows standard operating procedures for Patient Payment Policies.

Performs miscellaneous duties as assigned, including, but not limited to:

• Extra duty assignments.
• Maintains business office equipment.
• Calls for repairs as assigned.
• Orders office supplies as assigned.

EDUCATION AND EXPERIENCE REQUIRED:

• High School Diploma or equivalent.
• Performs calculations, complete forms, extensively utilize computer information system.
• Basic computer skills (i.e., knowledgeable opening software/email, navigate on keyboard, logging in and out of computer).
• Familiarity with clinic environment preferred.
• Demonstrated ability to work with detailed information.
• Requires interpersonal skills to deal effectively both over the telephone and in person with patients, visitors, medical staff, and other clinic and/or hospital personnel.
• Ability to perform a variety of tasks in a timely manner to meet clinic staff and patient needs.
• Ability to discuss with patients their general financial responsibilities and connect the patient with the Customer Service Center at the Corporate Business Office.
• Ability to work successfully in a fast-paced environment with frequent interruptions
• Ability to work within a team setting and be supportive of team members.
• Successful completion of yearly competencies.
• Ability to work effectively with populations of diverse backgrounds and ages.
• Dependable and punctual.
• Strong organizational skills and ability to multi-task.
• Epic experience preferred

Must possess the following personal qualities:

• Self-directed, takes initiative
• Flexible and committed to the team concept; demonstrates teamwork
• Openness and willingness to new learning experiences; learns quickly
• Accepts and respects diversity without judgment
• Ability to work effectively with populations of diverse backgrounds and ages
• Dependable and punctual
• Strong organizational skills and ability to multi-task

Under the leadership of President and CEO Wright L. Lassiter, III, Henry Ford Health System is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visit HenryFord.com.

Whether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health System has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.