Central Wide Scheduling Clerk M-F 930a-6p

M-F 930a-6p

WOOSTER COMMUNITY HOSPITAL JOB DESCRIPTION

Central Wide Scheduling Clerk

Scheduling and Pre-registration for Out Patient Modalities

MAIN FUNCTION:

Greets customers in a friendly and courteous manner whether in person or on the telephone. Schedules patient appointments for various/multiple tests performed hospital-wide as ordered by a physician. Obtains complete and accurate demographic and insurance information and enters information accurately into the Meditech computer system.

Assists customers who have scheduled appointments with financial assistance by sharing payment options and instructing patients of their Estimates, co-insurances/deductibles and out-of-pocket responsibilities.

Additional duties performed may include but are not limited to: copying, faxing, filing, distributing schedules with physician’s orders, verifying orders against scheduled test and answering/placing phone calls.

Acts in compliance with Patient Access and hospital policies and procedures guidelines.

RESPONSIBLE TO: Director and Manager of Patient Access

MUST HAVE REQUIREMENTS:

• HIGH School Diploma or GED
• Must be organized and show attention to details
• Ability to work under pressure, handle multiple tasks in a high stress work area
• Interpersonal skills including effective oral communication and good telephone etiquette
• Experience dealing with the public
• One to two years experience in hospital, medical office, or clinical setting; OR one to two years post-high school related education
• Strong computer skills: managing multiple software applications, typing ≥ 40 wpm
• Familiarity with medical terminology
• Ability to work independently or as a team, willing to learn multiple duties as necessary
• No written disciplinary actions within the last 12 months.
• Willingness to change and adapt duties and processes to meet the needs of the organization
• Follows Service Standards

PREFERRED ATTRIBUTES:

• Experience with Meditech
• Registration and/or scheduling experience
• 1 year Radiology Scheduling experience or scheduling experience in Diagnostic Imaging

NOTE:

• Employees in this position will be required to use their software tools to verify insurance and plans that WCH is contracted with to communicate with the customers.
• Employees in this position will work closely with the PFS department to assist with required pre-certification notifying the department with add-ons that need to have authorization in place before treatment.

POSITION EXPECTATIONS: All expectations detailed below are considered ADA (American

Disabilities Act) essential.

Leadership

• Accepts and responds to change productively, while maintaining a positive attitude.
• 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
• Completes all assignments and competence requirements on time
• Maintains an orderly working environment.

Operations

• Follows all hospital and Patient Access policies and procedures
• Identifies patient accurately using at least two forms of identification
• Inputs required patient information into computer in a complete and accurate manner
• Corrections of registrations using the Passport database daily. Accuracy of registrations will be based off this product with an expectancy of a 98% or higher accuracy rate.
• Monitors registrations and makes follow-up phone calls to ensure accuracy of demographic and financial information.
• Responsible for obtaining and entering Subscriber information required by law
• Evaluates physician orders for appropriate elements. Reads all physicians orders for instructions and tests ordered, to compare to the scheduled test of the patient to be accurately ordered
• Communicate testing instructions and precaution information at time of scheduling and pre-registration of patient
• Manages registration accuracy of insurance verification Passport system, understanding patient screening for insurance eligibility applicable according to policy
• Uses Point of Service Collection policies and procedures, communication with patients for price packages and financial assistance in accordance to the policy and procedure for standardized work flow. Ability to accept payments over the telephone if patient desires to pay at the time of phone pre-registration. Performs estimates for the patients on scheduled tests.
• Opens and Closes scheduling area according to procedure or requests of departmental managers
• Patient Portal requests checked for services and changes in demographic details; obtains email address during pre-registrations along with other duties as assigned by the management team
• Holiday Physician Hours obtained and communicated with departmental managers for WCH operational decisions are made from information rendered.
• Pre-Registration performed for Outpatient Recurring areas such as Behavioral Health and Wound Center customers for their first visit with those facilities.

Customer Service

• Displays a positive attitude. Treat others with honesty and respect. Speaks positively in all internal or external customer interactions.
• Assesses customer satisfaction when interacting with patients and other non-patient customers and uses appropriate chain of command for unresolved issues or problems.
• Utilizes AIDET (Acknowledge, Introduce, Duration, Expectations, Thank you) strategies to:

1. Optimize the patient’s experience by reducing the patient and/or family’s anxiety.
2. Develop positive relationships with other departments to foster patient satisfaction.

• Use face to face resolutions with crucial conversations to intervene with patients or staff in situations where customer needs have not been met to determine a positive, mutually agreeable outcome.
• Always uses courteous telephone techniques when speaking to the physician’s office, patients and other hospital departments.

Staff Development / Personal Growth

In conjunction with the Department Director and Manager

• Function as a preceptor, seeking learning opportunities for orienting. Interact with department manager to evaluate progress towards goals, identifying additional needs.
• Demonstrate professional growth by participating in Performance Improvement projects.
• 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 hospital education, discussion with departmental leadership and peers.
• Follows Appropriate Service Standards

Performance Improvement

• Identify processes to be improved and communicate to management team. Assists in data collection as directed.
• Develop and maintains an awareness of physicians and departmental modalities needs when scheduling tests.
• Adjustments and maintaining changes needed within the scheduling module

Age Specific Competency

This staff member must be able to demonstrate the knowledge and skill necessary to provide care based on physical, psychosocial, educational and safety related criteria, appropriate to the patients serviced in his/her assigned service area. The skills and knowledge needed to provide such care may be gained through education, training and/or experience.

Geriatric Patients:

1. Speaks slowly and distinctly when talking to patient
2. Repeats instructions several times if necessary
3. Explains procedure, allows patient to ask questions

REV. 11/16, 5/16, 11/15, 7/10, 2/20