POSITION SUMMARY

Performs a variety of general office duties to assist the staff.  Interviews patients or their representatives in order to obtain information necessary for accurate scheduling, patient identification, medical records, and provision of services and billing of those services.  Organizes work to facilitate cost effectiveness and efficiency in the delivery of services.  Strives for excellence in correct data entry for information services system.  Utilizes communication skills and other behaviors to create an environment of customer service and hospitality. Coordinate scheduling and registration with other departments. May be utilized to cover other Outpatient Clinics as needed.

MINIMUM REQUIREMENTS

Education:

1. High school graduate.
2. Business courses and customer service courses preferred.

Experience:

1. One year previous healthcare related or public contact experience required.
2. Understanding and knowledge of medical terminology preferred.
3. One year experience in patient scheduling and registration preferred.

Knowledge, Skills, Abilities:

1. Must be able to use Microsoft Outlook, Word, Power Point, and Excel, as well as web-based database programs and the internet.
2. Data entry/alphanumeric expertise.
3. Must have good mathematical skills and ability to organize and prioritize work flow.
4. Must present a positive, neat, and well-groomed appearance.
5. Must be a mature individual with assertive communication skills and able to communicate effectively in person and by phone.
6. Positive interviewing skills a must.
7. Preference will be given to those individuals with a well-defined customer orientation.
8. Able to relate to individuals who are in an anxious psychological state.
9. Must be cooperative and supportive of co-workers and other Medical Center personnel.
10. Must be able to remain calm and pleasant in stressful situations.
11. Must preserve patient confidentiality.

License/Certification/Registration:

1. Within three months from the hire/transfer date, completes Crisis Prevention Institute’s Nonviolent Crisis Intervention (CPI NCI) training and renews every 2 years thereafter.

SUPERVISION RECEIVED

Receives general supervision from the nursing supervisor and manager.

SUPERVISION GIVEN

None

ESSENTIAL FUNCTIONS

1. Primary responsibility front desk, answering telephones, fielding calls, getting referrals and appropriate information, authorization requests, pre-registration and registration of patients., maintaining schedules, collecting co- pays, departure of patients. Setting up ancillary services and appointments. Coordination of inpatient/outpatient appointments.
   1. Updates medical record with appropriate insurance information and patient demographics.
   2. Assists patients with billing and insurance questions.
2. Assists patients with setting up transportation as needed.
3. Interviews patients or representatives to obtain required information and signatures according to policies and procedures.
   1. Utilizes courteous and respectful communication skills.
      –with patients, visitors, and co-workers
   2. Verifies accuracy of information on returning patients. Enters revisions.
   3. Secures accurate and complete information on all patients by asking all required questions, no short cuts
   4. Obtains social security number when possible. Ask for all numbers
   5. Completes Medicare Secondary Payer Information
   6. Obtains required written physician order for all outpatient diagnostic services.’
   7. Provides privacy to insure confidentiality.
   8. Explains purpose and obtains required signatures on required documents such as authorizations and assignments, insurance forms, acknowledgement of receipt, etc.
   9. Checks for existence of current account number or pre-admission status to avoid duplicate accounts.
   10. Enters correct data entry codes.
   11. Obtains authorization referrals before scheduling patient.
   12. Performs any other various clerical duties necessary for scheduling/registration of patients.
4. Maintains knowledge base and resources necessary to ensure proper gathering and data entry of insurance information needed for patient billing procedures.
   1. Verifies insurance plans and eligibility.
   2. Enters all required insurance information into hospital system.
   3. Photocopies insurance cards for patient billing.
   4. Assists the patient in understanding the process of pre-certification, co-payments, etc.
   5. Accepts payments and records according to policies and procedures.
   6. Seeks assistance of appropriate resources as needed.
5. Prepares preregistrations and registrations.
   1. Gathers all information necessary to prepare for scheduling/registration.
   2. Enters pre-registration and required information accurately into hospital system.
   3. Verifies information and applies patient identification armband for (Pain Clinic) procedure patients.
   4. Prepares necessary forms.
   5. Ensures correct patient identification on all forms and master label has correct information.
   6. Cancels/coordinates appointments with proper ancillary departments.
   7. Acquires and processes any required payments according to policy.
   8. Arranges transportation when necessary.
   9. Checks that all information and signatures are complete.
6. Schedules all patients for outpatient tests, referrals, and procedures.
   1. Receives telephone and fax requests to schedule from patients, physicians, physician office staff, employers, and hospital personnel.
   2. Uses medical terminology and scheduling knowledge to select correct procedure to access scheduling.
   3. Communicates with departments/providers for special requests, overbooking and add-ons.
   4. Collects all data for pre-registration and patient registration in the computer system.
   5. Telephones patients to confirm appointments.
   6. Completes charts with appropriate face sheet.
7. Assembles new patient charts, maintains face sheets, and, “spot check” charts for data completeness and signatures.
8. Scans all chart information, scans other information as needed. Audits data entry and generate reports as needed.
9. Maintains office equipment and maintains office supplies.
10. Participates in Quality Improvement program.
11. Strives for excellence and doing job right the first time-every time using the 10/5 rule.
12. Participates in problem solving process and offers suggestions.
13. Meets established deadlines.
14. Takes initiative to assist co-workers to ensure accurate work completion.
15. Assists in the orientation of newer and inexperienced staff.
16. Adheres to policies and procedures established by the department and administration.

NON-ESSENTIAL FUNCTIONS

Performs related and miscellaneous duties as assigned.