Patient Services Representative

Kessler Institute for Rehabilitation
A Joint Venture with Select Medical
Patient Services Representative
West Orange, New Jersey
For more than six decades, Kessler Institute for Rehabilitation has pioneered the course of physical medicine and rehabilitation. Kessler has consistently been named to the prestigious "America's Best Hospitals" list by U.S. News and World Report and is ranked as one of the top rehabilitation hospitals in the country and the top rehabilitation hospital in the East.
Full time, day shift position, hours are typically 9:00am - 5:00pm
Position Summary
A Patient Services Representative manages the patient satisfaction survey process including discussing customer satisfaction issues and enhancing guest relations, as well as encouraging completion and return of the patient satisfaction surveys and collecting other positive feedback. Assists in activities that enhance the patient experience for patients, including concierge level services. Collects, records, reconciles and processes all cash transactions within assigned hospital. Manages the hospital's patient television services in a competent and courteous manner as needed.
Welcomes all new patients and assists in their orientation to the hospital. Answers routine and frequently asked questions and refers specific questions/concerns to the appropriate manager.
Assists with day-to-day functions, events and services that promote an excellent patient experience. Assists Recreation Therapy in coordinating activities for patients as needed.
Responsible for the hospital patient satisfaction survey distribution and collection process. Distributes the initial Service Recovery Survey to all new patients and encourages completion. Rounds on nursing units to collect the initial Service Recovery Surveys to facilitate survey review by CEO within three days of admission. Responsible for the distribution of the final Discharge Patient Satisfaction Survey prior to discharge. Emphasizes to patients and families the importance of survey completion and submission.
Serves as patient ambassador in soliciting patient testimony of exceptional care and communicating staff compliments to staff and management. Ensures patients have the various internal and external methods in which to communicate a positive hospital experience. Refers and identifies patient concerns/complaints to the respective department manager immediately. Assists in supporting patient focused guest relations and service amenities. Provides service recovery whenever appropriate.
Responsible for all cash collection and cash internal controls on campus. Collects, records and secures cash from inpatient and outpatient departments as required. Maintains the required documentation for all internal transactions. Assumes responsibility for the safeguarding of cash and checks in a locked area. Issues and maintains pre-numbered cash receipts as needed.
Arranges daily bank deposits at the local bank branch. Faxes deposits to Select Medical Finance Department on a daily basis. Provides cash logs (email) to Select Medical Finance Department on a monthly basis.
Trouble shoots minor Wi-Fi, TV and phone issues and refers television/telephone/Wi-Fi repair requests to the Maintenance or appropriate Department.
Acts as Petty Cash Custodian. Reconciles petty cash to properly approve disbursement requests.
Participates in hospital committees/activities such as Employee Engagement Committee, Patient Experience Committee, as requested.
Maintains and enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
Performs other duties as requested.
High School graduate or equivalent preferred.
Previous experience within a healthcare customer service function required.
Previous experience in a hospital environment and cash management preferred.
Additional Data
At Kessler Institute for Rehabilitation, our intense focus on high-quality results creates a challenging, fast-paced and extremely rewarding environment. We offer a comprehensive benefits package with a variety of options to meet your healthcare needs.
Benefits include:
Paid Time Off (PTO)
Extended Illness Days (EID)
Health, Dental, and Vision Insurance
Prescription Coverage
Life Insurance
Short- and Long-Term Disability
Continuing Education and Tuition Reimbursement
401(k) Retirement Plan
Personal and Family Medical Leave
A network of over 40,000 employees with huge growth and relocation opportunities

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