Job Description

Nemours is seeking a Patient Services Rep II, Orthopedics (full-time, Mon-Fri) to join our Nemours Children's Health team in Wilmington, DE, with the possibility of flexing to satellites as needed.

Provide service excellence to each patient and family by performing and completing designated business processes associated with an outpatient visit. At each outpatient visit, complete processes in an efficient fashion, ensuring that the patient and family are prepared for their outpatient appointment in a timely fashion. Also, ensure that all demographic and financial information is accurately verified in advance of the patient visit, and monitor the waiting room and work environment to ensure patient safety and high service levels.

Participate in Nemours programs for continuous quality, performance, and service improvement and work with department management to improve the services provided, through a team-based approach.

Responsibilities:

1. Greet and communicate with each patient and family at the start of their outpatient visit and at each interaction using AIDET protocol (acknowledge-introduce-inform about duration-explain-thank).
2. Accomplish tasks that are a part of the Nemours’ outpatient appointment business functions prior to and at the time of appointment check-in, visit and check-out. Duties may be specific to each outpatient location.
3. Responsible for MyNemours sign ups and facilitation activations.
4. Throughout shift, regularly communicate with clinical staff in the assigned work area regarding the status of waiting patients, particularly those who have been waiting more than ten minutes and then with waiting patients/families to ensure they have status updates on their appointment.
5. Accurately reconcile payment collections at the end of each shift, as per Cash Collections Policy, and completes End of Day (EOD) Reports including DCRF and LDCRS.
6. Complete assigned work queues daily.
7. Maintain computer and electronic system competency including but not limited to processes for: scheduling, appointment cancellations 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.
8. Maintain inventory of clerical supplies and ensure the work environment and outpatient waiting room is in an orderly and clean condition to ensure patient safety and security.
9. Complete EOD (End of Day) Report.
10. Other duties that may be assigned by manager/supervisor may include:
11. Works collaboratively with clinical team by opening, sorting and routing correspondence, laboratory and imaging results, procedures and consultations to appropriate team member to complete patient communication, as necessary

Requirements

• High school degree or equivalent required. One year of training beyond high school required.
• One-three years of experience required.
• Experience in word-processing, databases, and spreadsheets required.

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Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware and Nemours Children’s Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. duPont Trust, as well as other income.

As one of the nation's premier pediatric health systems, we’re on a journey to discover better ways of approaching children’s health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child’s world a place to thrive. It’s a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever.

Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.

To learn more about Nemours Children’s and how we go well beyond medicine, visit us at www.nemours.org