Address
Form of workUnder general supervision follows standard operating procedures for all patient registration activities including patient reception, face-to-face check in and check out, preregistration, insurance verification, cash collections, chart reconciliation and patient discharge. Actively contributes to an organizational culture committed to the highest degree of service excellence standards to all customer groups.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Provides World Class Service Excellence to patients:
- Warm patient greeting and closing. (AIDET)
- Performs Clinic Rounding per protocol.
- Service Recovery (HEART)
- Adheres to Chief First Impressions Officer (CFIO) standards.
- Maintains Front Desk and Lobby Appearances according to policy.
- Adheres to the CSR Dress Code at all times.
Performs all aspects of appointment scheduling including:
- Makes appointments for patients accurately and efficiently, according to clinic protocols.
- Assists patients with any scheduling concerns.
- Returns patient calls if unable to make appointment at the time of the patient interaction.
- Reschedules appointments as necessary.
- Follows policy for "no shows" and late patients, per clinic protocol.
- Provides accurate detailed information to patients including: arrival times and other necessary information.
- Creates and/or attaches necessary referral per protocol.
- Scans necessary documentation into the E-HR, including but not limited to:
- Photo IDs
- Insurance cards
- HIPAA forms
- Treatment/procedure consent forms
- Financial consent forms
- Advance Beneficiary Notice (ABN) forms
- Advanced directives
- Guardianship papers
- Communicates effectively with providers regarding patient scheduling issues as needed.
Provides accurate data collection and registration for all patient visits which includes but is not limited to:
- Properly verifies and updates patient demographics.
- Properly verifies and updates patient emergency contact.
- Properly verifies and creates hospital account record (HAR).
- Properly verifies and updates patient insurance coverage.
- Distributes appropriate information to new patients.
- Maintains knowledge of current computer updates and insurance information.
Performs all aspects of Collecting Cash including:
- Responsible for handling cash, per clinic protocol.
- Collects copayments and/or prior balances and prepayments.
- Properly closes out Epic cash drawer daily.
- Balances end of day batches associated with credit card machines.
- Assists patients with billing problems or inquiries.
- Follows standard operating procedures for Patient Payment Policies.
Performs miscellaneous duties as assigned, including, but not limited to:
- Extra duty assignments.
- Maintains business office equipment.
- Calls for repairs as assigned.
- Orders office supplies as assigned.
EDUCATION AND EXPERIENCE REQUIRED:
- High School Diploma or G.E.D. equivalent.
- Required to perform calculations, complete forms, extensively utilize computer information system.
- Familiarity with clinic environment preferred.
- Demonstrated ability to work with detailed information.
- Requires interpersonal skills to deal effectively both over the telephone and in person with patients, visitors, medical staff, and other clinic and/or hospital personnel.
- Ability to perform a variety of tasks in a timely manner to meet clinic staff and patient needs.
- Ability to discuss with patients their general financial responsibilities and connect the patient with the Customer Service Center at the Corporate Business Office.
- Ability to work successfully in a fast-paced environment with frequent interruptions
- Ability to work within a team setting and be supportive of team members.
- Successful completion of yearly competencies.
- Basic computer skills (i.e., knowledgeable opening software/email, navigate on keyboard, logging in and out of computer).
- Ability to work effectively with populations of diverse backgrounds and ages.
- Dependable and punctual.
- Strong organizational skills and ability to multi-task.
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy and summarized below:
- Communication
- Ownership
- Understanding
- Motivation
- Sensitivity
- Excellence
- Teamwork
- Respect
Must practice the customer skills as provided through on-going training and in-services.
Must possess the following personal qualities:
- Be self-directed
- Be flexible and committed to the team concept
- Demonstrate teamwork, initiative and willingness to learn
- Be open to new learning experiences
- Accepts and respects diversity without judgment
- Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
- Clinic setting with some exposure to communicable diseases with minimal exposure to noise, dust, &/or extreme temperatures. Lifting no more than 20 pounds at a time, with frequent lifting or carrying of objects weighing up to 10 pounds. May require a good deal of walking or standing, and/or may require sitting most of the time with some pushing/pulling of arm or leg controls.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
including Medical Centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the
health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s
major academic Medical Centers, receiving between $90-$100 million in annual research funding and
remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical
education and training, the health system has trained nearly 40% of physicians currently practicing
in the state and also provides education and training for other health professionals including nurses,
pharmacists, radiology and respiratory technicians. visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.
