Patient Experience Representative (Hemodialysis)

Department Summary: Patient Experience Representative II Hemodialysis. Monday-Friday, along with every other Saturday from 7:00 AM-3:30 PM. *When working a Saturday, the employee would have Wednesday off that same week.

In Hemodialysis the patient is connected to a large machine called a dialyzer that takes blood out of the body in a continuous process, cleans and filters it, and returns it to the patient's bloodstream.

Responsibilities:
1. Customer Service
a. Interacts and provides positive and effective customer service to patients and families.
b. Respond to routine inquiries about hospital protocol, policies, and procedures.
c. Greets and directs patients, families, and visitors.
d. Manage large amounts of inbound and outbound calls in a timely manner.
e. Provides accurate information, directions, and/or guidance to peers/employees and
follows up promptly to ensure that needs have been met.
2. Patient Registration/Admissions/Dischargea.
May be required to collect Height, Weight, and Temperature and answer questionnaires in
EMR.
b. May require creating patient encounter in EHR (setting dependent).
c. Accurately collects, verifies, and records all patient demographic and insurance
information required for the admission and billing of hospital services in EHR system.
d. Ensure all medical services/hospitalization requiring Prior Authorization and/or Referral
are coordinated through the appropriate insurance provider and payer(s).
e. Document all Prior Authorizations and/or Referrals in EHR.
f. Provides the patient with the required forms and obtains appropriate signatures: General
consent, Healthcare Proxy, Compliance documentation, Rights and Responsibilities,
Financial Assistance policy.
g. Ensures that the patient is escorted to the appropriate area upon completion of the
registration process.
h. Generates patient labels and identification bracelets.
i. May require collection, recording, and securing co-payments made by patients/ families.
j. Prepare admission-related documentation and patient chart process to ensure a seamless
and timely admission process.
k. Notify unit of patient arrival.
l. Process patient transfer/discharge paperwork.
m. Update information boards.
n. May require calling PCP offices to notify them of admissions in the ED/ICU (setting
dependent).
o. Request an ambulance pick up.
p. May require end-of-life procedure checklist review with Fellow (setting dependent).
q. Validate patient parking.
r. Confirm discharge paperwork is received, verifying that the paperwork is accurate and
reflects patient information.
3. Patient Flow Coordinationa.
Prepares for and attends shift handoffs and team huddles.
4. Administrationa.
Answer, screen, and route telephone calls. Record and forward messages and triage calls
for urgent information or services. Respond to requests for routine information or
assistance within scope of knowledge and authority. Initiate calls for emergency services
as required.
b. Open and sort mail, deliver and retrieve patient records, photocopy materials, sort, collate
and distribute documents.
c. Activate and announce codes (Code Triage ED and Code Blue, Staff assist (ALL).
d. Activate overhead announcements (Admissions, Code Blues, Staff Assists).
e. Electronically message providers as required.
f. Process Letters of Medical Necessity as required.
g. Initiate Safety/security requests.
h. Manage resolution of equipment issues (I Need it, help desk, distribution, Food service).
i. Order supplies and inventory.
j. Processing Engineering requests.
k. Access Control.
l. Place patients in Protected Identity.
m. Upload images/CD.
n. Fax/upload records as required.
o. Request Environmental Services cleaning.
p. Provide routine clerical support as needed.

Education: High-school or GED diploma

Work experience required: Internal - minimum of 6 months as a PER. External - min of 6 months relevant healthcare experience