Registration Receptionist

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
service excellence and patient and family centered care by showing respect honesty fairness and a positive attitude toward all customers.
confidentiality.
dependability to include attendance and punctuality.
accountable - takes initiative and ownership of issues.
a professional demeanor. Represents hospital in a positive way. Has a compassionate working relationship with patients and families.
personal responsibility for 2-way communication. Communicates and listens effectively with patients families coworkers other departments physicians/providers and community.
coworkers initiatives and a patient and family centered philosophy; pitches in; does own part and helps others.
to continuously improve work environment/processes (Performance Improvement). Demonstrates a patient and family centered focus when considering/developing improvement solutions.
willingness/enthusiasm to create embrace and facilitate change.
self and others; supports a learning environment; leads by example. Encourages patients and families to give feedback and suggestions for improvement.
working relationships critical to the organization including patients families coworkers other departments physicians/providers and community.
others by providing recognition and support.

Technical Excellence
critically; utilizes sound judgment; promptly reports potential risks.
state of art knowledge of area of specialty healthcare trends and practice and populations served.
a level of computer literacy appropriate to their role.
and maintains current all unit specific and organizational skills/competencies certifications/licensures as required.
hospital-required reviews e.g. HIPAA safety health screening care concerns and others as assigned.
to National Patient Safety Goals.

Job Class Specifics
patient interview to obtain accurate demographic insurance information for inpatient surgical emergency room and outpatient services.
estimates are provided for outpatient and surgical services along with providing an explanation of benefits to the patient and/or guarantor.
are made on out-of-pocket expenses provided from the patient estimate along with ED copays.
the daily banking deposits at the end of day.
deposit for pick up next business day.
patients making a payment via the welcome devices and/or personal device.
the standard of work for sending POS letters for surgical patients who are not active in the Patient Portal.
assistance to patients utilizing the welcome device and/or personal device.
to following the EPIC Insurance Manual regarding participation of payor and plans.
waiver forms when applicable along with adding the appropriate occurrence code.
authorizations and referrals as required by insurance.
insurance requirements for upcoming services according to departmental standard of work.
various software programs for insurance verification.
the process for Documents within EPIC scanning of insurance card(s) photo ID completion of necessary forms.
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.
a neat clean work area; communicates to Environmental Service as appropriate.
in cross-training efforts to facilitate staff coverage during absences and to promote teamwork.
scheduled departmental in-services staff meetings and huddles to develop communication skills learn new forms/procedures etc.
and knows what to do in the event of an emergency situation.
staff member of supply needs to maintain forms materials equipment and supplies inventory.
as a preceptor/mentor.
accepts new and /or additional responsibilities.
patient order ensuring that correct ordering doctor is listed on all orders along with validating that order has not expired.
the proper Workqueue(s) for daily accounts that need corrected and/or pre-arrival work completed.
95% or higher on percentage workflows without warnings on the Patient Access User Scorecard
to avoid creating duplicate unit numbers.
workload at beginning of shift and throughout so that time lines and volume of workload done minimized patient waiting time.
are identified worked and in some cases making contact with patient(s) prior to services.
patient procedures/appointments in accordance with departmental standard of work.
the organization and can provide information and direction.
direct admit and transfer calls.
required report(s) as assigned.
other related duties as assigned.
all telephone calls in a tactful and timely manner - this includes but not limited to the switchboard Provides a great handoff when transferring internally.
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.
company email for internal/external communications.
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 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 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.