Job Abstract

The University of Texas MD Anderson Cancer Center in Houston is one of the world's most respected centers focused on cancer patient care, research, education and prevention. It was named the nation's No. 1 hospital for cancer care in U.S. News & World Report’s 2022-2023 rankings. It is one of the nation's original three comprehensive cancer centers designated by the National Cancer Institute.

The ideal candidate will have strong customer service experience and communication and organizational skills.
Shift: 2pm-11pm with rotating weekends and holidays.

The primary purpose of the Patient Service Representative position is to give quality customer service while efficiently performing all essential functions. The Patient Service Representative participates in bed assignment in coordination with the Bed coordinator, registering new patients, validating patient information, following Transfer Center guidelines, Admitting/pre-admitting patients and dispensing quality customer service.

Key Functions

I. Admission/Pre-admission

· Documentation- Assigns patient numbers to new hospital transfers that are direct admissions. Collecting Admission data, verifies demographic and insurance information. Updating and maintaining data in multiple applications. PSR must complete designated number of pre-admits as required on the productivity report. Upholds the confidentiality of all patient information.

· Customer Service- Ability to provide/ promote professional, efficient customer service through all communication and interactions with customers. Utilize effective customer service skills, answers patient’s and family member’s questions in person or via phone. Demonstrate concern and empathy to patients and their family members. Exhibits a courteous and professional manner at all times.

· Compliance – Meet compliance with Joint Commission and Medicare. Ensure that all patients have been asked about Advanced Directives. Ensure that a copy of the Advanced Directive and the Advanced Directive Admission Inquiry Form-Inpatient is placed in the medical record. Completing the Patient Medicare Secondary Payer Questionnaire and the An Important Message From Medicare About Your Rights on all Medicare patients.

· Forms – Prepares designated forms and patient armbands. Ensures the correct armband is placed on the patient 100% of the time.

II. Bed Assignment

· Patient Flow – Manage patient flow responsibilities to include coordinating and expediting the flow of patients through the admission process while determining patient disposition and direction while exhibiting excellent customer service skills. Communicate outstanding issues regarding patient placement. Ensure appropriate resource utilization and patient safety.

· Documentation – Completes forms and system applications as required. Update census as needed on required forms and applications. Documents daily bed assignment activities and manage multiple task simultaneously.

III. Transfer Center

· Telephone skills - Ability to utilize the conference and transfer functions via the telephone to appropriately connect the physicians on a recorded phone line. Follow up calls to and from the requesting facility.

· Listening skills - Actively listen to the physician–to-physician report and other hospital representatives.

· Communication – Ability to communicate detailed information verbally and electronically to customers (physician, nurses and managerial staff) while relaying information in reference to a hospital transfer. Ability to utilize oral and written communication skills. Responds timely to involved parties request for hospital transfers.

Other duties as assigned.