Description

SPECIFIC DUTIES/TASKS THE CONTRACT EMPLOYEE SHALL PERFORM BUT NOT BE LIMITED TO:

(1) Customer Service (Telephone)

Answer telephone calls to one of 3 lines, answer by 3rd ring when possible (average 25 - 35 calls per person per 12 hour shift). Answer with a pleasant tone and provide name, location and “How may I help you?”

Properly assist caller, redirect call or take a message.

When assisting caller ensure familiarity with the information. Seek assistance or “Handoff” call if unfamiliar with information.

When redirecting a call use the “Warm Handoff” method ensure the caller is provided the phone number before transfer.

When taking a message ensure it is complete and legible and ensure it is properly routed to the recipient.

Telephone Protocol training is available upon request.

(2) Customer Service (Front Desk)

Greet visitors to the Patient Admin front desk (average 60 – 80 visits per day).

Inquire as to services/information required by visitor.

Properly assist visitor, redirect or take a message.

When assisting a visitor ensure familiarity with the subject matter.

If the visitor requests a “One Day Pass” ensure verification of eligibility for care and ensure that full

explanation of the process is provided.

If the visitor requests registration have them complete the forms and take them to a clerk for data entry.

When not able to assist the visitor redirect them to another resource.

When visitor desires to see someone who is not available, check to see if another person can assist them; if not, offer to, and take a complete message for the unavailable person. Ensure the message is properly routed to the recipient.

When possible, assist with answering the incoming telephone calls (see above).

If request can be quickly completed without violation of patient privacy, do so.

Redirect calls that require extended service time.

Basic Customer Service Training is available upon request.

(3) Registration (CHCS)

Prior to registering a patient in CHCS have them complete the registration forms.

Check DEERS OnLine or in CHCS to verify patient’s eligibility for care. DEERS OnLine (GIQD) access will be provided upon reporting for employment. CHCS access and training will be provided upon reporting for employment.

Ensure proper spelling of patient’s full name(s) and verify proper date of birth, patient Social Security Number (SSN), and Sponsor’s SSN.

Check CHCS to ensure patient is not already registered, by full name, full SSN, and by “Quick Check” data.

Determine proper patient category (PATCAT) to ensure proper access to care and billing.

Ensure completion of all data elements (normally 100 data points).

Capture any Other Health Insurance (OHI) information from the patient (Not for Active Duty).

Complete Third Party Collections, DD Form 2569.

(4) Eligibility

Upon request or as required, eligibility determinations need to be made quickly and completely.

Check DEERS OnLine or in CHCS to verify patient’s eligibility for care. DEERS OnLine (GIQD) access will be provided and CHCS access and training will be provided, upon reporting for employment.

Understand and be able to explain DEERS (TRICARE) eligibility and alternate eligibility, to include

TRICARE Prime; TRICARE Standard; TRICARE Reserve Select; TRICARE Young Adult; TRICARE For Life;

Direct Care for Active Duty; Direct Care Only; Eligibility via Sharing Agreement; and Eligibility via Secretarial Designation (Ex-Service Maternity, Dependent Daughter).

Understand and be able to explain options for patient not eligible for care (NEFC).

Understand and be able to explain the financial obligations of patients NEFC.

Make proper notifications for patient NEFC receiving care or admission.

(5) Electronic Medical Record Creation (Essentris)

Essentris access and training will be provided upon reporting for employment.

Receive request for creation of Essentris Record via telephone or in person.

Verify Patient’s eligibility and patient’s social security number and Family Member Prefix (FMP).

Check Essentris to ensure patient does not already have an open record, by full name and by FMP SSN.

Ensure completion of all data elements (FMP SSN, Unit, Name)

(6) Admission

Receive request to admit a patient by phone or fax. By phone complete all portions of the telephone admission request form. Verify Sponsor’s SSN, Patient’s FMP and Patient’s Eligibility.

Request source of Admission.

Verify Unit of Admission, MEPRS Service admitting patient, attending admitting Patient, and patient’s Diagnosis.

Complete Admission utilizing CHCS. Complete all data entry points in ORE and proceed with

admission in RPA and FRG.

Print all corresponding admission paperwork.

Properly create an inpatient paper medical record. Choose proper Record Color by last four of sponsor’s SSN, fill in patient’s FMP, SSN, and Name on outside of record, and ensure correct order of admission paperwork on the inside of the medical record chart.

Properly fill in the Admission QA Check List document and place in medical record and properly identify “Distinguished Visitor” (DV) admissions and activate the appropriate notification.

Obtain a determination/authorization for release of information for DV admissions.

(7) Running Records

Personnel are required to ensure Medical Charts are taken to patient’s rooms and signed.

Before running record, ensure all proper paperwork is in the Medical Record Chart and ensure billing rate charge for each patient.

Upon arriving to patient’s room to gather signatures, properly introduce yourself as a PAD employee and explain why you are there, and obtain updated patient demographics and obtain required initials and signatures from patient in the Medical Record.

(8) Trigger Reports (Transfers)

Access to an ADT Trigger Report email group will be given upon reporting for employment.

Check email group for ADT Trigger emails periodically throughout work shift.

Upon receipt of an email in the inbox, look up the Billing number in Essentris and go to the patient’s orders.

Determine if the order is for admission data, ward transfer or an attending/MEPRS change.

Complete the necessary order request in CHCS via ADM, ORE or CCS.

(9) Ward Rounds

Print a number 17 via CHCS.

Go to each individual inpatient ward.

Verify the wards admitted patients with each Charge nurse.

Document any patient discharges or ward transfers.

Upon returning back to A&D complete discharges and transfers via CHCS utilizing ORE and RPA.

(10) Provider One Call

Receive request for a Consult, Outpatient Transfer, or Inpatient transfer via the Provider One Call phone line. Document Provider One Call via the Intake form, and properly fill in each section on the form.

Find requested services Pager number via the Provider One Call watch bill located on the internet home page.

Once service returns page relay callers requested information and request our provider call requesting provider back.

Request that our in house provider call us back to let us know acceptance or non-acceptance of an inpatient transfer request.

Access the Electronic Provider One Call system once call is completed via Admission Dispositions

shared drive. Select Add New Record, properly fill in all sections utilizing your intake call form, close and save record.

(11)MEDEVAC

Access to the TRANSCOM Regulating and Command and Control Evacuation System (TRAC2ES) will be provided when the employee reports for employment.

Training on the use of TRAC2ES will be provided to employees by MEDEVAC Staff during normal shifts during the Orientation period.

Check TRAC2ES at least every 2 hours during evening and weekend shifts to identify inbound patients and to verify the status of outbound patients.

Assist with the coordination of logistics for Inbound/Outbound movements of patients.

Receive and communicate to the MEDEVAC Staff any requests for outbound movement of patients.

Obtain and pass on to the appropriate medical staff all errors for outbound patient movement requests.

When provided, enter data to initiate outbound patient movement and enter data required to clear errors in outbound patient movement requests.

Receive and pass on as appropriate, mission related details from TRANSCOM or from the Air Staging Facility at Joint Base Andrews.

Coordinate and/or effect notification of Command assets and Service Liaisons based on patient’s category.

Ensure or complete the admission and or preadmission of inbound MEDEVAC patients per physician’s request/ direction.

Coordinate the flow of information between Patient Accountability/MEDEVAC and the appropriate medical services, the MEDEVAC Teams, the Nurse of the Day (NOD), and other Command Elements to keep them informed of patients’ departure/arrival dates and times.

Identify and communicate the need for special equipment for incoming or outgoing patients to ensure patient safety to the medical staff and MEDEVAC Teams.

Coordinate with the NOD for bed availability and assignment for inbound patients.

Coordinate with the ASF JB Andrews and the Duty MEDEVAC Nurse for selection of appropriate vehicles for safe patient transport to and from the flight-line.

Coordinate with the Transportation Office for timely departure of appropriate vehicles in support of inbound/outbound patients.

Provide and record notifications to predetermined Command Elements that mission assets are enroute from

the flight-line to the medical center when they are 1 hour, 30 minutes or 15 minutes out and when they arrive onboard the base.

Ensure complete and accurate turnover of all MEDEVAC information to the oncoming shift, and the

reporting and recording of all problems or issues encountered with any of the MEDEVAC processes to Division Leadership.

(12) Decedent Affairs

When an inpatient dies in our facility, print out a “Page 11” from CHCS for the OOD; assist the OOD with locating and/or completing a Death Packet or in the completion of a Maryland State Death Certificate, upon request.

Discharge the patient in CHCS (DIED DURING INPATIENT STAY) at the time of death.

When the Funeral Home arrives to pick up the body, assist the OOD/CDO Staff in locating the completed

Death Packet and/or with the completion of the Release forms upon request.

(13) Birth Registry

Pick up Mother’s Worksheets from the MICC on weekends, holidays and after hours.

Collect Mother’s Worksheets from discharging Moms.

Verify that the Mother’s Worksheets are complete and legible.

Be able to explain upon request, the reason Worksheets are required in a timely manner; how long it should take to hear back from Maryland Vital Statistics about Birth Certificates; how long it will take to hear from the Social Security Administration about SSN; and how to request a Birth Certificate from the State of Maryland.

(14) APU Prescreen

Man the APU Prescreen Patient Admin desk to provide basic PAD functions for the APU.

Complete 9 – 15 Admissions each day of patient arriving for same day surgeries.

Check DEERS OnLine or in CHCS to verify patient’s eligibility for care for admission or screening.

Verify and/or update the CHCS registration (FRG) for each patient/packet received.

Capture any Other Health Insurance (OHI) information from the patient (Not for Active Duty).

Understand and be able to explain options for patient not eligible for care (NEFC) and the financial obligations of patients NEFC.

Make proper notifications for patient NEFC receiving care or admission.

Create an electronic medical record when needed in Essentris.

Using the Patient Documentation Program, print out patient label.

Properly create a “Chart” for each admission/screening completed.

Collect and review each PreOP packet.

Place the PreOp packet inside the “Chart”.

Return completed “Chart” to APU Prescreen Front desk for each prescreen.

(15)Satellite Office (America Building)

Man the America Building Satellite office when assigned.

Independently perform basic A&D functions in the America Building satellite office, which include updating patient’s registration, verifying patient eligibility for care and issuing “One Day Passes”.

(16) Training Other Personnel

Assist with the training of new personnel, and with the creation of training aids, Standard Operating

Procedures, Training Standards, and/or a Desk Top Go-By, as assigned.

(17) Process Improvement/Performance Optimization (PI/PO)

Participate in ongoing PI/PO initiatives in the Division as designated.

Suggest opportunities for PI/PO to Division Leadership as noted.

(18) Required Training

Complete All Joint Commission, DOD, DHA, NCR-MD, Command, Directorate, Department or Division

mandated training on time, and provide documentation of all completed training to the Division Training Officer as required.

(19)DMHRSi Completion

Log into the DMHRSi site on the final work day of the reporting period (every 2 weeks), properly enter hours worked on each day during the reporting period and save and submit hours before leaving on the last workday of the reporting period.

(20) Systems Access

Maintain access to all required systems by periodic log in and use, report loss of access to any system to Division Leadership as soon as it is noted, and obtain or report the inability to obtain training on all systems required to perform required tasks.

Qualifications

A knowledge and understanding of medical terminology and usage of hospital terms and abbreviations

A knowledge and experience in the use of DOD electronic medical records systems, e.g. AHLTA, CHCS,

Essentris and TRAC2ES

Demonstrates attention to detail

The ability to communicate effectively both orally and in writing

The ability to support the provisions of the Health Insurance Portability and Accountability Act (HIPAA),

the Privacy Act and other such directives

The ability to work well with others as a team in an open environment

Excellent customer service skills in person and on the telephone or the internet

Shall possess a high degree of interpersonal skills when dealing with all levels of customers and personnel within the Sections, Division and at the Command level

Shall be able to read, write, speak and understand English well enough to effectively communicate with patients and healthcare providers

Knowledge of computer operations and proficiency in the use of basic word processing, data entry and automated medical documentation

OTHER QUALIFICATIONS:

Shall be able to read, write, speak and understand English

Be a U.S Citizen

NACI, Public Trust or Secret clearance is a must