Under the immediate supervision of the Manager of Patient Access, is responsible for ensuring a positive patient experience while working at Huggins Hospital Provider Practices, or centralized services in support of the Practices. These two primary core functions with their associated responsibilities will be rotated as per a schedule designed to foster optimal cross coverage.
Scheduling & Appointment Integrity:
Responsible for scheduling, interviewing and pre-registering all patients utilizing Huggins Hospital Provider Services. Answers all calls in in dedicated Provider Practice relating to scheduling an appointments. Possesses the knowledge necessary to properly introduce and share the bios of Providers at each Practice; the operational hours and geographic location of each practice; and assist the patient with their appointment needs in a way that upholds the access to Huggins that each patient deserves. Ensures the patients flow through the scheduling and registration systems as quickly and efficiently as possible. Schedules patient in Allscripts according to the patient's needs at time of call, aligning appointment selection type.
Registration Integrity & Check in:
Enters the appropriate demographic and insurance information into the Allscripts and Evident computer system to facilitate patient care and appropriate billing procedures. Complete MSP for all Medicare patients and will document all necessary components within the patient chart. Ensure that the Best Practice is reviewed regularly and processes are followed consistently as outlined.
Office Duties:
Maintains all office machinery, placing service calls when necessary. Maintains a clean/safe office environment. Keeps office neat, clean, organized and free of clutter. Other administrative duties as assigned.
• Floating and cross coverage across all Huggins Hospital Practices.
Communication:
• Ensures excellent patient service at all times. Provides patient with all necessary information related to the scheduled appointment being mindful to ask if patient will require mobility or communication assistance. Accepts and returns patient calls using appropriate telephone etiquette. Ensure the patient's confidentiality is always maintained.
• Answer the telephone, file, pre-load, and perform chart preparation and record retrieval as needed. Provide the patient with appropriate educational materials related to the exam/appointment. Prepares the patient verbally for the recommended use of the Follow My Health Portal and Health Grid functionality. Utilizes the Allscripts EMR to appropriately document within the patient chart for provider correspondence related to the appointment and/or needs of the patient. Appropriately communicates with providers and office, any questions or concerns related to the patient's service. Answers telephone promptly and politely while identifying the department and person speaking. Take accurate and concise messages when appropriate and direct calls to the appropriate staff/department as needed with overall goal being to solution inquires as promptly as possible. Affirms appointment location, time, and educates patient on what to expect at the appointment location in terms of screening, check in, etc. 1. Verifies eligibility for all insurances and completes the coordination of benefits according to the response. Ensures all fiscal procedures are followed in a consistent manner by collecting co-payments when necessary and performing simple banking. Able to answer basic billing inquiries and directs patient to the appropriate staff to address problems and establish payment plans.
Organizational Expectations:
• Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift
• HIPAA: facilitates to maintain patient confidentiality
• Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect
• Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.
• Safety: Practices workplace safety daily
Employee Engagement:
• Actively participates in all hospital Service Excellence initiatives and trainings
• Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes
• Completes all required annual education on or before the due date
Knowledge Skills and Abilities: Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.
• Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers
• Ability to effectively manage considerable mental stress
• Ability to express or exchange ideas by means of the spoken word
• Ability to receive detailed information through oral communication
• Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner
• Familiarity with computer and other business machines
Qualifications:
Experience: Prior experience in healthcare related institution and demonstrated computer skills preferred. Excellent interpersonal communication skills, and ability to be very detailed oriented.
