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Customer Service Specialist

Shirley Ryan Ability Lab

Customer Service Specialist

Chicago, IL
Paid
  • Responsibilities

    GENERAL SUMMARY

    The Bed Coordinator will be responsible for assisting the Bed Manager to ensure bed flow through assignment of beds to new patients deemed appropriate for admission both medically and financially for acute inpatient rehabilitation. The Bed Coordinator will also be responsible for auditing data that is relevant to patient admissions prior to each patient admission. This includes but is not limited to confirming diagnostic code, insuring that financial data has been accurately entered upon admission and ensuring that cases are closed out in a timely manner so that the patient queue is reflective of active cases only.

    The coordinator will be responsible under the guidance of the bed manager for adhering to volume and quality targets based upon relevant market data/market intelligence, regulatory/compliance, satisfaction and other benchmark data. The Coordinator in conjunction with the Bed Manager will assure systems for communication and the integration of people, technology, processes, policies and procedures into practice that will ensure safe, quality patient care, meet regulatory compliance, support and grow positive referral relationships, assure fiscal responsibility and create an ideal “SRALAB Access Experience” for patients/families, referrers and internal stakeholders.

    The Coordinator will consistently demonstrate support of the SRALAB statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

    The Coordinator will demonstrate SRALAB Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and SRALAB  Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties.

    PRINCIPAL RESPONSIBILITIES

    THE COORDINATOR, BED ASSIGNMENT WILL:

    CULTURE

    1. Sustain a culture of “Performance with Integrity.”
    2. Foster a culture and environment that emphasizes foremost the importance of patient quality, safety and commitment to excellence.
    3. Drive the achievement of a strong culture of customer service-orientation and relationship management that will enable creating an ideal “SRALAB Access Experience” with seamless integration and coordination across the SRALAB System of Care.
    • _Foster a culture of innovation and the adoption of best practices. _ __

     

    QUALITY

    _ _

    Provide clear, accurate, complete, advanced communication of medically accepted referrals and resources needed upon admission to medicine, nursing, allied health, ancillary services to support safe, quality patient care.

    Ensure bed assignment is to appropriate physician and innovation center as directed by guidelines set by the Chief Medical Officer.

    Assure optimization of the electronic medical record and other access-related technology as appropriate to enhance patient safety/quality patient care,

    Foster an environment of “continuous readiness” and assure sustained compliance with regulatory requirements (i.e. TJC, Medicare, etc).FINANCIAL

    _ _

    1. Support initiatives to support achievement of targets in admissions, census, payer mix, and referrer and internal stakeholder outcomes and satisfaction.

    2. In conjunction with the bed manager deliver on annual budget targets while meeting quality and safety goals.

    3. Perform ongoing data analysis to ensure that financial data entered into the system is complete and accurate.BED COORDINATION

    4.  

    5. Share the vision for Inpatient Access as delivered by the Director of Inpatient Access and the Executive Director, Inpatient Access and Referral Development and assure alignment of ACCESS objectives and goals among key constituents.

    6. Monitor inpatient discharge dates to determine bed availability and forward planning for future patient admissions.

    7. Assure clear process delineation and decision rules/guidelines (e.g., for patient placement) to support efficiency, simplicity and expediency of all access-related processes.

    8. Assure clearly defined and executed ownership, roles and expertise for patient placement/bed management and admission functions.

    9. Identify and respond to barriers identified as impediments to safe and efficient patient flow.

    10. Assure and enable technology & facilities: Robust electronic means of processing and communicating status of patient’s bed assignment, room turnaround, etc. to all key constituents, accessible and used by key players in the process.

    11. Assure clearly designated and utilized avenues of internal and external communication so all information exchange is automated, real-time and thorough.

    12. Establish, provide, optimize the utilization of and assure the maintenance of a valid, reliable and robust data repository and referral tracking system for referrals and admissions._ _

    OTHER

    Perform all other duties that may be assigned in the best interest of SRALAB .

    REPORTING RELATIONSHIPS

    1. Reports directly to the Director, Inpatient Access

    KNOWLEDGE, SKILLS & ABILITIES REQUIRED

    1. Education required at the baccalaureate level with coursework in hospital management or related field.
    2. Demonstrated oral and written communication skills.
    3. Requires a forward-thinking, proactive and results-oriented leader.
    4. Interpersonal skills needed to effectively provide positive interactions with all levels of staff.
    5. Qualitative and quantitative analytical skills needed to assess existing programs/processes and develop new programs/initiatives.
    6. Computer skills required in word processing, spreadsheets and databases.

     

     

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

     

    SRAlab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

     

    #LI-RA

    Required Skills Required Experience

  • Qualifications

    WYMAGANIA:

    • wykształcenie wyższe o profilu ekonomicznym, finansowym lub pokrewnym
    • doświadczenie zawodowe w pracy na podobnym stanowisku
    • wysoko rozwinięte zdolności komunikacyjne       
    • dobra znajomość j. niemieckiego (w mowie i w piśmie) będzie dodatkowym atutem
    • DOBRA ZNAJOMOŚĆ JĘZYKA ANGIELSKIEGO (W MOWIE I W PIŚMIE)
    • znajomość pakietu MS Office (Word, Excel, Power Point), 
    • znajomość systemu SAP będzie dodatkowym atutem 
    • umiejętność pracy w zespole     
    • umiejętność zarządzania czasem i ustalania priorytetów przy założonych zadaniach,  
    • zdolności analityczne i organizatorskie oraz sumienność   
    • umiejętność pracy w stresie, zaangażowanie i dyspozycyjność    
    • samodzielność w działaniu,  
    • wysoka kultura osobista,
  • Industry
    Hospital and Health Care