SERVICE REP III (Apollo Beach)

Johns Hopkins All Children's Hospital; Tendring; On-site; GBP 19,000 - 31,000; Full time

Job summary

Johns Hopkins Health System seeks an experienced coordinator to improve patient access and scheduling efficiency across clinics. You will support scheduling templates, register patients accurately, and liaise with physicians to ensure timely care. The role emphasizes patient safety and high-quality service.

Responsibilities include handling calls, directing inquiries, and maintaining up-to-date demographics while upholding department policies and collaborative practices across teams.

Qualifications

• Ability to communicate effectively, both verbally and in writing.
• Strong interpersonal and team building skills.
• Healthcare business office knowledge including registration, scheduling, and medical records.

Responsibilities

• Assists supervisor in orientation and training to increase competency.
• Acts as initial contact for problem resolution of customer needs.
• Creates and manages clinic scheduling templates to improve patient access.
• Communicates with providers, leadership, and frontline staff to promote collaboration.
• Answers calls and provides information by accessing directories to resolve callers’ needs.
• Processes emergency calls to promote patient safety.
• Schedules and pre-registers following policies to ensure accuracy and timely scheduling.
• Updates demographic information to prevent check-in or billing errors.
• Manages referrals and communication with referring physicians for satisfaction.
• Maintains knowledge to respond to patient and staff requests for optimal operations.
• Adheres to policies and uses approved tools for consistent call handling.
• Demonstrates customer service skills and meeting productivity standards.
• Promotes teamwork to foster positive employee relations.
• Demonstrates willingness to grow professionally.

Skills

Effective communication

Interpersonal skills

Team building

Customer service

Medical terminology

Education

High School diploma

Job description

Gives direction to provide efficient access to ensure patient safety. Successfully meets the challenges of accurately scheduling, appropriately managing and implementing provider scheduling templates, registering, and supporting multiple hospital clinics, rehab disciplines and/or departments. Displays leadership in working collaboratively with other members of the health care team, ensuring patient needs are met in a timely manner resulting in both patient and physician satisfaction. The position will maintain and develop processes to policies with the focus on increasing access.

KEY ACCOUNTABILITIES

1. 1. Assists Service Representative Supervisor in orientation and training to increase competency.
2. 2. Acts as initial contact for problem resolution of customer needs
3. 3. Creates, implements and manages clinic scheduling templates in accordance with divisional policies to improve patient access.
4. 4. Communicates with other areas of the organization at multiples levels both providers, leadership and frontline staff to promote a collaborative work environment.
5. 5. Answers and direct telephone calls in a polite and informative manner and provides information by accessing alphabetical, geographical, or other directories in an effort to resolve callers’ needs.
6. 6. Answers and processes all emergency calls efficiently and expeditiously to promote patient safety.
7. 7. Schedules and pre-registers following established policies and procedures to assure accuracy. Schedules incoming calls, outgoing calls, and community physician referrals to facilitate scheduling is done in a timely fashion.
8. 8. Ensures demographic information is updated and registration is completed during scheduling to prevent errors for check-in or back end billing.
9. 9. Manages incoming requests and communication with referring physicians resulting in the satisfaction of both JHACH specialists and our referring physicians.
10. 10. Maintains current knowledge in all areas responding to patient/staff requests, incoming and outgoing telephone calls and paging to support optimal operations.
11. 11. Adheres to department policies and procedures and utilizes approved tools in order to provide consistent call handling processes and increased access.
12. 12. Demonstrates customer service skills, phone etiquette, and ability to meet productivity standards resulting in patient and family satisfaction.
13. 13. Promotes teamwork within the immediate and extended work area in order to foster positive employee relations.
14. 14. Demonstrates willingness to achieve personal and professional growth resulting in staff development.

QUALIFICATIONS

• A minimum of a High School diploma, GED, Certificate of Completion or equivalent achievement.
• The ability to communicate effectively, both verbally and in writing, and have strong interpersonal and team building skills required.
• Minimum of four years of healthcare business office knowledge with procedures including: registration, scheduling, medical record management, insurance required. Must also have advanced understanding of medical terminology.
• Ability to establish and maintain effective working relationships with patients, fellow peers, medical staff, and the public.

Salary Range: Minimum 19.02/hour - Maximum 30.44/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.