As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Some travel to Dover and Middletown offices required- will work in Wilmington when not scheduled in these sites.
Greets patients and families at the clinical setting according to AIDET. Systematically checks families in and out (as applicable).
Establishes and maintains a professional demeanor by maintaining tact, understanding and confidentiality when dealing with patients, team members, health practitioners and the public.
Completes the front desk function in the module including but not limited to:
“Preps” visits scheduled <=48 hours prior. Responsible for making all confirmation calls that is not completed, to a “Confirmed” status
Systematically collects consents and other required documents (real-time)
Scans insurance cards and other important documents real-time
Collects and posts co-pays, any past due balances, and reconciles money at end of shift
Responsible for requesting and logging MyNemours sign ups
Schedules follow up appointments (utilizes the Iguide to determine participation)
Achieve a daily “after visit” verification (insurance and demographics) percentage of =>95%
PSR’s are responsible for scheduling and manning the phones between check in and check-out patients. This responsibility includes, scheduling of incoming calls, consults received in scheduling workqueue, MyNemours in-basket request, recalls (including calling 3 time, sending a demand print letter, documenting in the patient chart and notifying the Cardiologist of the inability to schedule follow up appointment from the recall), moving patients up from the waitlist, handling all follow up calls upon discharge from 2B Cardiac Inpatient, and rescheduling clinic cancellations.
Works assigned work queues daily
Confirms authorization and/or collects referrals for the days’ visit. Notifies Pre-Registration and Authorization Department of visits scheduled same day. Faxes hard copy referrals to the PRAG department within 24 hours of receipt.
Monitors and ensures patient safety, cleanliness and security of module.
Responsible for accurate statusing of clinic appointments, differentiating between new versus recheck and no-show versus cancellation.
Responsible for sending letters to the PCP of all newly referred patients, notifying of no showed appointments. We are responsible for calling at least three times, sending another demand print no show letter, documenting in the chart the follow up action and notifying the Cardiologist of the continued inability to reschedule their no showed appointment.
Communicates with Module clinical staff as to the status of patients waiting more than ten minutes and advises of clinical progress.
Communicates clinic status to families in the waiting area
Distributes drink and food vouchers as directed by the Clinic Manager
Maintains patient confidentiality.
Requests a picture id 100% of the time during check in Performs telephone consents immediately of any person bringing a patient to an appointment, that is not the legal guardian/parent
Responsible for participating in departmental and hospital programs for continuous quality and performance improvement and works with department management to improve the services provided.
Participates in hospital-wide Risk Management Program concerning patient/visitor safety, incident reporting, etc.
Demonstrates computer competency – including but not limited to, scheduling walk-in visits, appointments cancellation and order entry for clinical system, use of Iguide, EOD status changes, work queue processing, linking referrals, posting “other” payments, use of scanner device and electronic insurance verifications
Reports any area of concern to immediate supervisor.
Responsible for EOD (End of Day) Report and implementing Nemours’s No Show Policy.
Responsible for maintaining appropriate inventory of clerical supplies.
Adheres to the Nemours Standards of Behaviors at all times.
Completes all mandatory education in a timely manner.
Utilizes professionally appropriate communication skills for telephone conversations (tone,
volume, confidentiality, etc. and participates in customer service training as necessary).
High School Diploma
1-3 years of job related experience.
Some travel to Dover and Middletown offices required - will work in Wilmington when not scheduled in these sites.
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.