Req Number 001J1Q
Job Category General Clerical/Secretarial
Performs customer service, registration, insurance verification, initial financial counseling, communications and various clerical duties for the Emergency Department. Serves as a liaison between patient, waiting families and Emergency Department personnel.
Provides general Hospital information to patients, visitors, etc. and / or directs more specific inquiries to the appropriate party.
Understands and is sensitive to patients / family with language barriers and is able to use available resources to help communication efforts.
Assures that work area is clean and neat. Properly store files and records.
Acts as a computer resource for Emergency Department. Provides current knowledge of computer procedures and teaches use of computer when requested.
Assesses potential service quality issues and works with the Emergency Staff to rectify. Makes recommendations for service escalation when Emergency Department service is being compromised.
Empowered to provide “service recovery” to patients and families experiencing service issues.
Maintains and monitors the front door, the ER and the waiting area. Assists waiting family members and patients
Acts as a liaison between Emergency Department staff, patients, visitors and other Hospital staff as necessary.
Attends and participates in hospital, departmental and outside meetings as required.
Reports computer problems and all unsafe and/or hazardous conditions, equipment malfunctions or breakdowns to supervisor or manager as soon as they occur.
Assists and/or trains new employees as instructed by supervisor or manager.
Is familiar with and utilizes departmental and/or hospital wide resources, i.e.: Environment of Care Manual, departmental policy and procedure manuals, etc. when applicable.
Interviews patients and/or their representatives at the time of admission to Emergency Department to accurately obtain all demographic and financial information required for patient’s registration. Documents reason for lack of required information in HIS system or any other unusual circumstances as instructed by Manager.
Collects copay amount and processes payment utilizing payment processing software or credit card machine.
Maintains a working knowledge of third party payer regulations and current contractual arrangements.
Proves daily cash receipts with checks and cash and prepares daily reconciliations.
Performs Registration transfer, admission and discharge functions for Non ED patients as needed.
Ensures that all Emergency Department charges and codes are entered accurately and completely in the system. Any discrepancies must be brought to the attention of the Business Operation Manager.
Performs all regulatory paperwork (animal bite forms, no fault).
Communicates incidents, problems, patient needs and any other significant information to patient care staff.
Acts as primary telephone operator for Emergency Department. Consistently demonstrates courteous telephone manners utilizing the NWH Planetree philosophy of customer service at all times.
Maintains communication log and on-call boards for purposes of contacting via telephone or V-Text and tracking calls/communications to various hospital departments, in-house/outside physicians, hospitals, persons, groups and/or agencies.
Maintains all Emergency Dept. log books.
Ability to appropriately screen high volume of outside calls for information, questions, etc. Directs phone calls to appropriate parties via Vocera or NWH phone system.
Performs related duties, as required.
High School Diploma required.
One to two (1-2) years previous medical office and or hospital with collection experience desirable.
Familiarity with compute and / or data entry and medical terminology.
Comprehension of required data collection for a clean billable service encounter.
Bilingual English / Spanish preferred.
Superior customer service, organization, problem solving and presentation skills are required.
Good communication, listening skills, including the ability to effectively project the hospital’s Service Quality Initiative.