AddressGENERAL SUMMARY:
Under 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.
