Service Operations Assistant
Hospice of Michigan - Southfield, MI

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The Service Operations Assistant is responsible for administrative and clerical support of the patient care team to ensure efficient, effective day-to-day operations within the team office(s).

Essential Functions :

Quality Service - Strives to meet or exceed expectations in the delivery of services, care and pain/symptom management; contributes to enhancing the quality of the work environment.

  • Gathers necessary information to successfully begin, support and/or complete defined administrative and clerical operational processes.
  • Accurately enters all appropriate information into electronic documentation system(s) in a timely manner.
  • Adheres to defined follow-up protocols for internal and external customers not requiring immediate assistance, but having service needs that must be met and/or are unresolved.
  • Prints, prepares and reviews various reports and information that support the efficient day-to-day operations of the department and organization.
  • Reviews patient files, reports and incoming paperwork on a daily basis to ensure the completeness and accuracy of information to meet compliance requirements and the efficient operations of the team and processing of claims. Adheres to defined protocols to resolve any discrepancies.
  • Attends and provides administrative and clerical support for departmental meetings as required.
  • Copies, faxes and/or emails various documents as needed to support the efficient day-to-day operations of the department and forwards and/or files information appropriately.
  • Maintains and updates departmental resource materials as required.
  • Consistently follows all departmental and organizational protocols and practices to ensure service excellence is achieved with both internal and external customers, and that boundaries within the scope of practice are not exceeded.

  • Teamwork - Effectively works with other members of a team, drawing on all resources to achieve a common goal solve a problem. Promotes teamwork as a way to generate positive and creative results.

  • Greets incoming visitors and accepts incoming calls promptly and courteously and responds appropriately to customer inquiries. Processes messages efficiently, accurately and in a timely manner. Transfers calls appropriately to fully address internal and external customer concerns.
  • Initiates and coordinates the communication, and follow-up calls, between internal and external customers necessary to ensure successful department operations. Proactively problem solves, anticipates needs, and initiates solutions for both internal and external customers that support the successful department operations.
  • Processes incoming and outgoing mail on a daily basis.
  • Works collaboratively and actively participates in team functions and meetings.
  • Adheres to the Agreements of Belonging.

  • Resource Stewardship - Manages resources, such as time, expenses, supplies, labor, etc. well to ensure their prudent use; develops staff resources through training, mentoring, coaching, etc.

  • Enters data into various operating system databases and/or report templates accurately.
  • Prepares requisitions to maintain necessary supplies and forms to ensure smooth daily operations.
  • Utilizes allocated supplies and resources appropriately to ensure business outcomes are met.
  • Adjusts to changes in workload and schedules based on changing departmental and organizational priorities.
  • Participates in internal and external education, training, in-services and other activities to promote personal and professional growth.

  • Mission Outreach - Educates the community on the services provided by HOM. Actively promotes HOM’s mission with patients, families, communities and referral sources; offers care that fits the diverse needs of the community.

  • Follows up and interacts with patients, families and volunteers.

  • Requirements

  • High school diploma or equivalent required.
  • One (1) to Two (2) years’ clerical experience with increasing level of responsibility required; telephone related experience such as customer service representative, telephone sales/order acquisition in a health care setting highly preferred.
  • Previous health care experience preferred.
  • Must be computer literate, with basic Microsoft Office Word and Excel skills required.
  • Must be familiar with and have operational knowledge of standard office business machines, such as (but not limited to) the following: networked computer and keyboard; multi-line phone set; copy machine; typewriter or word processing equipment; facsimile machine.
  • Must possess sound judgment; effective organizational, prioritization and follow-through skills; attention to detail; accuracy; dependability; tact; and ability to maintain confidential information.
  • Must be able to read, write and speak English fluently and be able to effectively communicate orally and in writing in internal and external relationships for all essential job functions.
  • Excellent interpersonal skills required with a proven ability to work effectively with other staff members and as a team player required.
  • Must be able to coordinate several tasks simultaneously while maintaining a high degree of efficiency and accuracy.

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