Receptionist - Total Care - FT Days

POSITION TITLE: Receptionist Full Time Days

REPORTS TO: Patient Registration Supervisor

Ages of Patients Served

• Provides patient care or has patient interaction to specific population of patients: (check all that apply) [X] Child: Birth to 12 Years [X] Adolescent: 13 to 18 Years [X] Adult: 19 to 64 Years [X] Older Adult: 65 Years & Above

I. JOB SUMMARY

The Patient Registration Representative is responsible to interview the patient or his/her designee to obtain information pertinent to registration or admission to the hospital and when appropriate, obtain insurance verification and inform the patient of any financial obligations. The Patient Registration Representative is to work in a cooperative manner to fulfill the goals of the department and hospital displaying courtesy with all patients, staff and visitors.

II. TECHNICAL SKILLS/JOB SPECIFIC SKILLS/ ESSENTIAL FUNCTIONS*

TELEPHONE SKILLS - Demonstrates hospital telephone etiquette by answering the phones promptly, courteously and identifying department and self.

POLICIES/PROCEDURES- Is aware of and follows all hospital and department policies and procedures.

TEAM WORK-Promotes positive co-worker relationships through team work and cooperation. Understands and supports the needs of individuals in other departments and promotes conflict resolution. Shares information, work knowledge and experience with coworkers, physicians and students in a non-threatening manner. Offers assistance and promptly responds to requests.

PRODUCTIVITY -Maintains high productivity and performs efficiently regardless of whether the work volume is high or low. Appropriately

prioritizes work activities. Responds to difficult situations with self-control and a positive attitude. Makes decisions independently and knows when to ask for assistance. Exercises good judgment and arrives at sound decisions.

• Documentation is accurate, complete and legible.

• Interviews patients to obtain required information and processes the patient registration according to the physician's order designating the correct service and patient type. Enters information in the computer system with a minimum standard of 97% accuracy.

• Obtains complete registration consent forms along with all other appropriate paperwork with minimum exceptions noted.

• Scans all documents, insurance cards and patient's ID into ActiveReg. Documents in FUS the absence of any required documents.

• Documents accounts with patient liability, collects payments and posts transaction using available systems.

• When appropriate, completes insurance verification on account and documents benefits. Ascertain authorization for services is on the account prior to services rendered or documents any exceptions.

• Demonstrates consistency in using CarePricer to estimate patient liability, reviews estimate with patient and documents efforts in collecting payment.

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• As needed, assists and supports other departments within the scope of registration and all it's processes and systems.

• Relieves PBX Operator, Information Desk Coordinator or any other registration area as needed. Assists in the training of personnel.

• Assures that registration paperwork is available to the appropriate departments and coordinates the paperwork for patient's presenting to multiple service areas.

• Reviews department memos, policies and procedures, takes requested .EDU classes and attends mandatory meetings to maintain current knowledge level and proficiency in the department operation.

• Performs other duties as assigned. 21

IV. TRAINING AND EXPERIENCE

MANDATORY: Good typing and spelling skills

• Prior Customer Service experience

• PREFERRED:

• Patient Registration Experience

• Knowledge of Health Care industry/Insurance contracts High School Diploma or equivalent

• Computer skills

• V. PHYSICAL REQUIREMENTS

• Manual dexterity required for typing duties

• Hearing and visual acuity

• Must be able to sit for long periods, stand, reach bend and stoop.

A. CUSTOMER SERVICE-G.E.M PROGRAM (GO THE EXTRA MILE)

• Takes personal responsibility for providing quality services every day.

• Displays outstanding customer service skills:

• Greets all customers warmly

• Makes eye contact

• Introduces self and calls patients/ customers by name

• Provides all assistance needed in a friendly and caring manner.

• Looks for opportunities daily to "Go the Extra Mile" in not only meeting customer needs but exceeding expectations.

• Displays sensitivity to an individual's race, color, religion, sex, sexual orientation, national origin, age, disability or any characteristic protected by law. Respects, accepts and anticipates spiritual and personal needs.

• Compassionate to patients, families, visitors, physicians and co-workers. Demonstrates kindness, compassion, courtesy and respect.

• Demonstrates good listening skills.

• Demonstrates a willingness to help.

Connection to patients, families, visitors, physicians and co-workers.

• Greets and performs tasks with a smile.

Practices the 5 fundamentals of communication (AIDE-T) (Acknowledge, Introduction, Duration, Explanation, and Thank you).

• Practices professional telephone courtesy.

• Communication to patients, families, visitors, physicians and co-workers.

• Responds to patient's complaints/patient issues take priority.

• Accepts responsibility for actions.

• Demonstrates communication excellence.

Caring and professional with patients, families, visitors, physicians and co-workers.

• Ateam player and "spotlights" other members of the team.

Lends a helping hand to co-workers without being asked.

• Keeps the workplace clean and neat.

• Offers to escort visitors to their destination.

• Refrains from personal conversations in front of patients, families or visitors.

• Maintains a positive, professional attitude.