WOOSTER COMMUNITY HOSPITAL
PATIENT ACCESS – Level II, III, and IV Main Functions: Performs a variety of tasks essential to the Clinical departments that include reception of patients, copying, faxing & distributing reports, answering and placing phone calls. Greets customers in a friendly and courteous manner whether in person or on the telephone. May have multi departmental scheduling responsibilities for outpatient tests and treatment.
Registration functions including obtaining all necessary demographic and financial information. Acts in compliance with department and hospital policies and procedures. Responsible To : The Director and Manager of Patient Access Must Have
Must be organized and able to multi-task. Interpersonal skills including effective oral communication and good telephone etiquette. Must be willing to contribute as a team player, willing to learn multiple duties.
No written disciplinary action within the last 12 months. Willingness to adjust hours based on departmental area needs. Preferred Attributes: High School Diploma or GED.
Ability to work independently or as a team. Medical Terminology. Experience dealing with the public.
Medical Office or clerical related experience. Computer skills, Meditech skills, keyboarding skills and or registration experience. Other
Employees in this position may be exposed to blood, body fluids, and/or airborne pathogens and are required to wear barriers. ____________________________________________________________________________ Position Expectations: All expectations are detailed below are considered ADA (American Disabilities Act) Essential. Position Expectations Patient Access Level II, III, IV Main Function: Performs a variety of tasks essential to the hospital areas that include reception of patients.
Greets our customers and visitors in a courteous manner whether in person or by telephone. May have multi-department scheduling responsibilities for outpatient tests and treatment. Registration functions include obtain all necessary biographical and accurate billing information.
Acts in compliance with DNV-GL and CMS guidelines along with the department and hospital policies and procedures located in Policy Stat. Leadership Accepts and responds to change productively, while maintaining a positive attitude and always remaining professional Demonstrates appropriate workplace behavior and competence in job duties. Work habits are consistently adjusted to accommodate multiple responsibilities and are prioritized and completed in an independent and timely manner.
Effectively utilizes time management and organizational skills. Demonstrates basic conflict resolution skills or seeks assistance from the management team to aide in resolution for the customer, physician or other staff members Completes all Health Stream assignments and competence requirements on time Maintains a professional, orderly and team working environment Operations: Understand Wooster Community Hospital core mission, vision, and values Always visible to the customers entering the work areas and maintaining professional conversations in all registration areas Assisting patients and patient’s family during their visit to the hospital Communication with patients on their Status and performs Observation or IMM notification when Medicare/Medicare Advantage patients are Inpatient or Observation status.
Accurately performing Status changes, Admission/Observation, Level of Care (LOC), Transfer Understands the processes performed in all areas that interact with each other Accuracy of registration demographic information to be at a 90% or higher benchmark Maintains Passport/Experian work queue, making necessary corrections to all errors. Accuracy performance for their registrations is based on a 95% or higher benchmark Properly identifying patients in accordance with DNV-GL standards searching MPI Master Patient Index file Answer the phone professionally by identifying themselves and department Entering orders into the ITS system accordance with the physician’s ordering the test Manages FormFast database Staff members assigned to the CGS Website to perform their duties Follows all departmental and hospital policy and procedures located in Policy Stat Performance Special
- Must be able to perform all duties of registration areas Ability to explain benefits of insurance including co-payments in accordance to Point of Service collection policy and documentation of accounts Payments are to be delivered to the PFS Cashier window daily, by 2:30pm. Must be able to regularly stand, walk, run, use hands to finger, handle, feel, reach with hands and arm and talk or hear. Must have good communication skills oral, written and listening to patients Flexible and long hours are sometimes required due to patient volume and department needs Develop and maintain an ongoing understanding of current practices for the types of patients for whom care is provided Follows appropriate Service Standards Maintains knowledge of all aspect of patient access and maintains those skills for accuracy of performance Responsible for entering billing codes for patients, Workers Compensation patient and insurance requiring such codes and exact dates of injuries. Performs other duties as requested by Director or Managers of Patient Access Customer Service Display a positive attitude. Treats others with honesty and respect. Speaks positively in all internal or external customer interactions. Consoles, assists patients and families Assesses customer satisfaction when interacting with patients and other non-patient customers and uses appropriate chain of command for unresolved issues or problems Ability to answer patient or visitor’s questions and direct them where help is available. Escorting the visitors whenever possible. Checking Medicare patients CAP limits with CGS and hospital charges in accordance with CMS Federal guidelines Promote hospital services; including Senior Partners; Health and Wellness programs Managing up other areas Staff Development/Personal Growth Function as a preceptor, seeking learning opportunities for staff member. Interact with department manager, to evaluate oriented progress towards goals, identifying additional needs. Demonstrate professional growth by participating in Performance Improvement projects Demonstrates initiative and responsibility to develop personal, leadership and career goals Accepts feedback as opportunity for growth Demonstrates knowledge and understanding of new policies and procedures, practices, changes in practice, and initiatives. Obtains this knowledge via staff meeting attendance, reading of communication, required Health Stream Education courses, discussion with departmental leadership and peers. Age Competency Speaks directly to Pediatric patients using clear, simple terms, and explanations. Speaks slowly and distinctly when talking to Geriatric customers. Allows patients to ask questions. Good listening skills required. Patient Access Level III : Schedules patients appropriately and proficiently according to departmental procedure. Seeks assistance from areas when necessary. Pre registers patients according to departmental policies. Inputs required patient information into computer in a complete, accurate manner according to testing, using good typing and clerical skills Reporting numbers of imaging patients including; attended, no show and cancellations to the directors Mailing out letters for patient Mammography results Trained in one clinical department and/or being trained in more than one clerical area serving those areas more than one day. Digitizes outside films for mammography, uses Radii System to verify reports. (Imaging only) Faxes or mails exam results to physicians who do not access Meditech for reporting results. Faxes pediatric echo reports to referring physician. Faxes STAT reads to physician’s office and calls to confirm receipt. Faxes reports for physicians are not listed in our dictionary. Performs other duties as requested by Manager or Director. Patient Access Level IV: Includes Level 2 and 3 and float into job positions on a continuum, in order to remain at the level of pay must keep up on those mentioned job duties proficiently working those areas. Performs daily department billing when applicable accurately and on a timely basis. Routine double checks for errors on a consistent basis. Enters inpatient, outpatient and contract charges for the departments accurately and in a timely manner Performs general secretarial duties for the department when applicable including filing of records and reports, general typing, takes phone calls and messages with appropriate follow-up. Covering other departments not reporting under Patient Access, i.e. Cardiovascular and Nutritional Service Edits EKG’s on MUSE system, when applicable. Pre
- Registration and Rescheduling of patients when changes in the schedule occurs in the secretarial areas, i.e. SL, PSN, CVS. Sharing patients Estimates, Self
- Pay options, Co
- Pay or Co-insurance balance to offer options for payment at the time of pre-registration for Point of Service Collection (POS) Compiles EKG copy and demographic sheet to be sent to reading physicians for billing. Sending original signed EKG to Medical Records Assists in training new hires in Central Wide Scheduling and other areas of registration Rotation into the Central Wide Scheduling (CWS) area and working off “Work Lists” Performing all duties of CWS expectations Gathers information for Quality Improvement as directed, does monthly volume statistics as needed for Accreditation, etc. Passport/Experian Work Queue, Performing Estimates and Self
- Pay report Job duties kept current in the departmental folder on Intranet Other duties as assigned by the Director and Manager of Patient Access and other departmental areas. Reviewed: 9/19, 11/15, 7/10, 2/20 9am
- 5:30 pm Mon
- Fri with rotating Saturdays