POSITION SUMMARY
The Home Health Patient Service Representative (PSR) is responsible for conducting structured telephone outreach to active and discharged home health patients and/or their authorized representatives to obtain feedback regarding the patient's experience with the agency and the quality of services provided.
The PSR serves as an important link between patients, families, caregivers, clinicians, administration, and the agency's Quality Assessment and Performance Improvement (QAPI) program.
The primary purpose of this position is to:
Assess patient satisfaction with home health services.
Identify patient concerns, complaints, service deficiencies, or unmet needs.
Obtain feedback regarding clinical and non-clinical aspects of the patient's experience.
Identify opportunities for service improvement.
Communicate concerns to the appropriate department or supervisor for follow-up.
Conduct appropriate post-discharge follow-up.
Determine whether discharged patients may have an ongoing or future need for home health services.
When appropriate, provide information regarding how the patient may request or obtain home health services again, without making clinical determinations or making promises regarding eligibility or admission.
Support patient retention, satisfaction, continuity, and re-engagement while maintaining compliance with applicable laws, regulations, payer requirements, HIPAA, patient rights, and agency policies.
The PSR shall perform this role in a professional, non-coercive, patient-centered manner and shall never pressure a patient to continue, resume, or request services.
REQUIRED QUALIFICATIONS
Education
High school diploma or equivalent required.
Healthcare administration, medical office, customer service, or related education preferred.
Experience
Preferred experience includes:
Home health
Hospice
Healthcare customer service
Patient relations
Medical office administration
Call center or patient outreach
Patient satisfaction surveying
Experience with electronic medical records is preferred.