Front Desk - Lab Outreach Patient & Clinical Support - Cherokee Health Park

1000 Wellstar Health System, Inc.

About The Position

Multi-skilled representative who functions under the location supervisor of Lab Outreach. Acts as a liaison among patients, families, employees, and other on-site departments. Welcomes patients and customers to Lab Outreach and provides excellent customer service. Rounds in waiting areas and offers assistance when needed. Communicates wait times, provides service recovery when appropriate, and assists with specimen drop-off. Registers patients for lab visits when patients need additional help. Actively works with the Lab Outreach team to improve patient throughput during times of high patient volume. The representative is an important team member in achieving patient experience, employee engagement, and financial goals. This position is considered a high functioning position where the team member must be able to multi-task while at the same time communicate with various customers. Performs all other duties and projects as assigned.

Requirements

High school diploma High school graduate or equivalent.
Minimum 1 year Customer service experience.
Computer skills essential.
Strong verbal and written communication skills.
Must be organized and attentive to detail.
Ability to observe and listen attentively and use problem solving skills.
Ability to function under stressful conditions and have a strong ability to multi-task.
Must be able to communicate and understand verbal and written English language and display a positive attitude while working in a team setting.

Nice To Haves

Required Minimum 1 year Experience within a hospital or physician office Preferred
Medical terminology preferred.
Knowledge of insurance filing and requirements.

Responsibilities

In adherence to our AIDET principles, greet patients and guests in a warm, friendly manner.
Communicating quickly and often with patients, if there is a delay or wait for patient care.
Answering incoming calls; directing to appropriate personnel, taking messages when appropriate, handling non-clinical processes, and scheduling patient appointments as requested.
Working with both clinical staff and providers in a team approach.
Offers assistance with wheelchairs, directions (walks visitor/patient to requested area when appropriate)
Turns negatives into positive. Utilizing our Service Recovery to meet the needs of patient/visitor or families.
Maintain cleanliness of area (i.e. straightening magazines, picking up trash, cleaning coffee area, ensures coffee, water, and snacks are refilled, etc.)
Assist all patients with sign-in for walk-in appointments or scheduled appointments. Orient patients to the department process with registration Kiosks and Tablets.
Maintain patient track board to ensure it accurately reflects current patients in waiting area and those that have completed their visit are removed.
Utilize Lean principles to address patient throughput and ensure any bottlenecks to patient flow are addressed and escalated when appropriate.
Provide service recovery to patients and family when needed. Escalate concerns when appropriate.
Assist patients that have specimen drop off needs; receive in specimens, ensure they are properly labeled, confirm with phlebotomist that all specimen needs are meet.
Monitor all patients with timed labs to ensure they are seen by the phlebotomist at the appropriate time.
Direct patients to draw rooms and overflow collection areas to appropriately manage timely patient throughput and reduced wait times.
Maintain a clean and tidy department, presenting a positive first impression to all patients and visitors to the department
Maintain registration tablets to ensure they are properly charged, stored, and sanitized if applicable
Offer assistance to phlebotomy with specimen transportation to processing areas
Other duties assigned by management
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.