Registration Receptionist

Location: Chambersburg Hospital, Chambersburg, PA

Schedule: Full Time

Position Function: Responsible for the complete and accurate collection of patient demographic information. Serves as the initial contact for patient billing. Answers hospital switchboard and routes calls as requested. Plays an integral role in disaster procedures.

Unit Based Essential Functions and Responsibilities

Core Values: Service, Integrity, Compassion

1. Demonstrates service excellence and patient and family centered care by showing respect, honesty, fairness and a positive attitude toward all customers.

2. Maintains confidentiality.

3. Demonstrates dependability, to include attendance and punctuality.

4. Is accountable - takes initiative and ownership of issues.

5. Displays a professional demeanor. Represents hospital in a positive way. Has a compassionate working relationship with patients and families.

6. Assumes personal responsibility for 2-way communication. Communicates and listens effectively with patients, families, coworkers, other departments, physicians/providers and community.

7. Supports coworkers, initiatives and a patient and family centered philosophy; pitches in; does own part and helps others.

8. Works to continuously improve work environment/processes (Performance Improvement). Demonstrates a patient and family centered focus when considering/developing improvement solutions.

9. Represents willingness/enthusiasm to create, embrace and facilitate change.

10. Develops self and others; supports a learning environment; leads by example. Encourages patients and families to give feedback and suggestions for improvement.

11. Develops working relationships critical to the organization including patients, families, coworkers, other departments, physicians/providers and community.

12. Encourages others by providing recognition and support.

Technical Excellence

1. Thinks critically; utilizes sound judgment; promptly reports potential risks.

2. Maintains state of art knowledge of area of specialty, healthcare trends and practice, and populations served.

3. Maintains a level of computer literacy appropriate to their role.

4. Meets and maintains current all unit specific and organizational skills/competencies, certifications/licensures, as required.

5. Completes hospital-required reviews, e.g. HIPAA, safety, health screening, care concerns, and others as assigned.

6. Adheres to National Patient Safety Goals.

Job Class Specifics

1. Conducts patient interview to obtain accurate demographic, insurance information for inpatient, surgical, emergency room and outpatient services.

2. Patient estimates are provided for outpatient and surgical services along with providing an explanation of benefits to the patient and/or guarantor.

3. Collections are made on out-of-pocket expenses provided from the patient estimate along with ED copays.

4. Reconciling the daily banking deposits at the end of day.

5. Prepare deposit for pick up next business day.

6. Assist patients making a payment via the welcome devices and/or personal device.

7. Follows the standard of work for sending POS letters for surgical patients who are not active in the Patient Portal.

8. Provides assistance to patients utilizing the welcome device and/or personal device.

9. Adheres to following the EPIC Insurance Manual regarding participation of payor and plans.

10. Obtains waiver forms when applicable along with adding the appropriate occurrence code.

11. Obtains authorizations and referrals as required by insurance.

12. Verifies insurance requirements for upcoming services according to departmental standard of work.

13. Utilizes various software programs for insurance verification.

14. Follows the process for Documents within EPIC, scanning of insurance card(s), photo ID, completion of necessary forms.

15. Maintains all equipment in a safe working condition; notifies the proper department(s) of malfunctioning equipment or unsafe conditions along with submitting an S1 when applicable.

16. Maintains a neat, clean work area; communicates to Environmental Service as appropriate.

17. Participates in cross-training efforts to facilitate staff coverage during absences and to promote teamwork.

18. Attends scheduled departmental in-services, staff meetings and huddles to develop communication skills, learn new forms/procedures, etc.

19. Understands and knows what to do in the event of an emergency situation.

20. Informs staff member of supply needs to maintain forms, materials, equipment, and supplies inventory.

21. Serves as a preceptor/mentor.

22. Willingly accepts new and /or additional responsibilities.

23. Reviews patient order, ensuring that correct ordering doctor is listed on all orders along with validating that order has not expired.

24. Identifies the proper Workqueue(s) for daily accounts that need corrected and/or pre-arrival work completed.

25. Maintains 95% or higher on percentage workflows without warnings on the Patient Access User Scorecard

26. Strives to avoid creating duplicate unit numbers.

27. Prioritizes workload at beginning of shift and throughout, so that time lines and volume of workload done minimized patient waiting time.

28. Workqueues are identified, worked and in some cases making contact with patient(s) prior to services.

29. Schedules patient procedures/appointments in accordance with departmental standard of work.

30. Knows the organization and can provide information and direction.

31. Coordinates direct admit and transfer calls.

32. Runs required report(s) as assigned.

33. Performs other related duties as assigned.

34. Answers all telephone calls in a tactful and timely manner - this includes, but not limited to the switchboard Provides a great handoff when transferring internally.

35. Familiarizes self thoroughly with the different alarm systems and emergency equipment located at the switchboard; handles call alarms in a calm and efficient manner. Implements the procedures for a disaster/fire drills once it has been initiated by Administration.

36. Utilizes company email for internal/external communications.

37. Handles all communication to patients and hospital employees with the highest regard for good customer service without becoming defensive. Treats all customers with a highest degree of respect.

General Requirements

The following requirements are expected of all employees:

Core Values: Integrity, Compassion, Excellence, Service

Annual Health Screening with Infection Control and Blood Borne Pathogens Education

Safety Awareness: Hospital Fire, Safety, and Disaster procedures

Confidentiality: Maintains employee and patient confidentiality.

Attendance: Regular attendance is an essential function of the position

Leadership Standards:

Character: Attitude, Integrity, Role Modeling

Job Performance: Results orientation, Customer focus, Decision making, Awareness

Interpersonal Skills: Communication, Relationship-building, Team player, Celebration

Innovation: Breakthrough Thinking, Knowledge-Building/Sharing, Coaching/Empowering, System Vision & Management

Physical and Mental Requirements: Physical Standards and Abilities--Classified as light work by the Dictionary of Occupational Titles: May exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or an insignificant amount of force constantly in order to lift, carry, push, pull, or otherwise move objects.

- Walks occasionally throughout department and hospital on carpet, tile, or linoleum.

- Stands occasionally on carpet, tile or linoleum.

- Sits on a hard or cushioned chair frequently.

- Lifts up to 20 pounds to and from all levels (floor, waist, shoulder, overhead) on an occasional basis.

- Carries up to 10 pounds occasionally throughout the hospital.

- Bends, twists, squats, and kneels occasionally.

- Reaches up to 2 feet overhead/in front of oneself on an occasional basis.

- Near-visual acuity with color perception in order to view computer screen and decipher fine print.

- Manual dexterity adequate for utilizing a keyboard, calculator and processing paperwork.

- Ability to adapt to simultaneous, multiple and varied stimuli.

- Auditory acuity for hearing telephone conversation, normal voice tones when not facing the individual, alarms, call bells, overhead pages, etc.

- Clear speaking voice in order to communicate effectively with incoming patients and utilize paging system.

Mental Demands--Ability to communicate effectively in both verbal and written form. Must be able to comprehend medical terminology. Must be able to work within time constraints, establish priorities and adjust to multiple simultaneous stimuli. Must be able to work in area of assignment without reservation to observing trauma care and bodily functions and fluids.

Working Environment: Work is performed in a clean, well-ventilated indoor environment; requires standing and walking for uninterrupted periods of time; may require sitting for uninterrupted periods of time. Possible exposure to patients with infectious diseases or to bodily fluids, which may contain infectious agents.

Reporting Structure:

Emergency, Hospital, and Satellite department locations report to the Assistant Manager - Patient Registration. In his/her absence reports to the Manager - Patient Registration.

Disclaimer: These essential job functions are requirements of the position, which must be performed either with or without reasonable accommodation. The essential job function list is intended to be a guide rather than a limitation. The Chambersburg Hospital possesses the right to add new responsibilities to the list as business demands dictate. Some of the essential job functions may exclude individuals who pose a direct threat/significant risk to the health and safety of themselves or others.

By identifying essential job functions, we are in no way stating or implying that these required tasks are the only activities that are to be performed by the employee occupying this position. In addition, employees will also be expected to follow any other job-related instructions and to perform any other job-related duties that are included in the job description. The preceding requirements represent only the minimum acceptable levels of knowledge, skills, and/or abilities that a job incumbent must possess; in order to perform the job successfully, the incumbent will possess additional aptitudes so as to perform the other duties that the job description entails.

Qualifications and Standards

Education: High school graduate or equivalency required. Completion of a medical terminology course is a plus.

Experience: Experience applying customer service behaviors and communication skills required. Experience as a registration receptionist preferred. Computer and customer service experience preferred. Minimum typing speed of 45 words per minute preferred. Knowledge of insurances helpful.

Certifications/Licensure: None required.

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