Position Function:
Customer service liaison for the first impression of the medical center. Greets patients, accurately obtains all demographical information, obtains all regulatory data( HIPPA, Medicare, Mass Pro, JACHO, DPH, Emtala, Subscriber, Health Care Proxy), obtains appropriate signatures from patients along with providing patients with regulatory paperwork. Assures eligibility of insurance date along with collection of copays. Identifies the patient correctly through the EMPI search, and re verifies with patient including re-verification when bracelet is put on patient. Prints appropriate paperwork and escorts patient to location. Answers telephones, works on quality checks of registrations. Assists all hospital departments in facilitating the accurate registration of patients in order for areas to be able to do their job functions. Handles day to day bed placement including scheduled, urgent and emergency admission functions of admitting, transferring, discharging, including all death procedures. Works closely with scheduling and precertification areas within Patient Access.
II. Job Relationships:
- Scheduling
- Precertification
- Inpatient and outpatient departments/floors
- Care Management
- Medical Records
- Billing
- Patient Information
III. Authority:
IV. A. Responsibilities/Essential Functions:
1.) "Provides superior customer service to internal and external clients, customers,
and patients as referenced in the Service Excellence Standards."
2) Obtains accurate patient information and enters into the Meditech computer system
- Chooses correct medical record number
- Verifies and updates all demographical information/date of birth-address-maiden name-social security number
- Verifies and updates all insurance information
- accurate reason for visit
- accurate physicians-primary care-attending-referring
- accurate locations and status
- accurate services
- accurate occurrence codes
3) Obtains all regulatory data
- Health Care Proxy/advance directives
- HIPAA Notices
- Medicare secondary payer questions
- Medicare rights/secure horizon/blue cross 65/secure horizons
- race and ethnic background
4) Obtains accurate insurance information according to policies
- obtains accurate insurance name/address/telephone number and identification number
- checks eligibility for several insurances according to policies
- verifies insurance in the computer
5) Obtains signatures according to policies
- General consent of treatment
- Hipaa receipt of privacy notice
- Financial releases
6) Checks quality of own registrations daily
-Runs revenue log daily- corrects and passes into assigned lead
7) Assigns beds for patients according to service and diagnosis
- Keeps current census and accurate admission log
- Performs transfers and activations in a timely manner
8) Shows respect for confidentiality at all times
9) Answers phones with name and department within 3 rings
10) Knows all down time procedures
11) Is knowledgeable on death process
- obtains report of death
- fills out organ bank sheet and reports death to organ bank (except for ED)
- fills out death certificate
- fills out death log
12) Cross trains to several different areas of Patient Access registration
13) Assumes Patient Access front desk responsibilities as needed
14) Follows all departmental policies and procedures
B. Responsibilities/Non-Essential Functions:
1) Assures area they are working in is stocked for next shift
2) Cleans off printers at end of shift
3) Cleans off faxes
4) Assures food is out of refrigerator weekly
5) Tells supervisor if supplies are low
6) Cleans area where worked daily
7) Throws all confidential papers in recycle bin
V. Reporting Requirements:
Reports to Team Leaders/ Supervisor and Managers of Patient Access
Reports to Administrative Director of Patient Access
VI. Accountability:
- Accountable for exceptional customer services
- Accountable for accurate demographical and revenue cycle data entry
- Accountable for confidentiality
- Accountable for all regulatory requirements
- Accountable for getting appropriate signatures and paperwork generated /Consent of treatment.
- Accountable to check revenue log daily and to turn it into a lead
- Accountable to follow all policies and procedures of the department and medical center
- Accountable for all essential and non-essential functions
VII. Qualifications:
Minimum Education: High School Graduate or G.E.D.
Some College preferred
Minimum Experience: 2-4 years in a health care setting with medical terminology and registration/check in experience is preferred. Insurance knowledge preferred.
Minimum skills/abilities: Ability to multitask
Excellent customer service skills
Excellent communication skills
Equal Opportunity Employer/Disabled/Veterans
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