Department: Pine City Clinic with Urgency Services
Reports To: Patient Access Manager
 
SUMMARY
Greets and welcomes patients upon arrival (patients and visitors may be of all ages, neonatal to geriatric, and may have all degrees of disability ~ both mental and physical). Responsible for registering patients in a timely and accurate manner while maintaining established guidelines in regards to governmental mandates and customer service initiatives. Maintains high visibility and availability at entrance/exit/waiting rooms. Demonstrates an ability to be flexible, organized, and function well in stressful situations and changing work priorities.
 
ESSENTIAL RESPONSIBILITIES AND COMPETENCIES include the following. Other duties may be assigned.
 
Register Patients with minimal supervisory review:

1. Obtain all necessary demographic and payer information, including group and contract numbers, type of insurance, subscriber name, employer information, personal financial information and home clinic.
2. Understand policy and procedure of all emergency codes.
3. Operate switchboard to relay incoming, outgoing, and interoffice calls in a calm and polite manner.

 
Requires Knowledge, Skills and Abilities of:

• Payer requirements
• General admitting practices
• On-line verification tools
• Switchboard
• Emergency Codes

 
Perform Insurance Verification Analysis:

1. Determine eligibility status
2. Obtain benefit information
3. Verify group/contract numbers and subscriber information
4. Obtain correct billing address/phone numbers/contact information on WC, liability, Auto, third party

 
Required Knowledge, Skills and Abilities of:

• Pay requirements
• General admitting practices
• On-line verification tools

 
 
Obtain Signatures and all related forms related to visit/admission:

1. Responsible for obtaining patient signature on HIPAA documents and general consents
2. Responsible for maintaining Joint Commission requirements.

 
Required Knowledge, Support, Skills and Abilities of:

• HIPAA laws and regulations
• Joint Commission requirements

 
Possesses excellent verbal, written and telephone communication skills to ensure accurate transmission of information within the Urgency Services setting, to other departments, and to outside agencies and providers.
 
Prepare needed documents and/or phone calls for patient transfers.
 
Utilizes office equipment including computer, printer, copier, fax, and telephone.
 
Performs CPR as needed.
 
Works as a collaborative member of the Urgency Services team. Demonstrates the ability to perform accurately and maintain composure while in a stressful environment. Demonstrate the ability to adjust to increased volume and activity. 
 
Demonstrates Commitment to Customers:

1. Is aware of different customer needs/desires.
2. Takes action to meet customer needs/desires with respect to customer diversity.
3. Helps improve processes to meet customer needs.
4. Suggests and acts on ideas to improve overall customer service.
5. Respects confidentiality and shares information with only those that need to know.
6. Upholds and supports established FirstLight Health System mission, goals and policies.
7. Interacts professionally with patients, family and visitors and provides explanations and verbal reassurance as necessary.
8. Assist patients/staff with general admission/billing questions, balance verification, etc.

 
Required Knowledge, Skills and Abilities of:

• Customer service
• Process improvement
• Confidentiality policy
• Reading billing statement
• Layout of building
• Excellian computer system

 
Demonstrates Commitment to Fellow Employees:

1. Seeks to understand and value differences between employees.
2. Treats other employees with dignity and respect.
3. Demonstrates open, honest communication and behavior.
4. Resolves conflict in a positive manner.
5. Contributes to the productivity of the workgroup.

 
Required Knowledge, Skills and Abilities of:

• Communication
• Conflict management
• Time management

 
Demonstrates Commitment to FirstLight Health System:

1. Supports the mission/vision.
2. Complies with organization Code of Conduct.
3. Chooses to make FirstLight Health System a better place.

 
Required Knowledge, Skills and Abilities of:

• FirstLight Health System values
• FirstLight Health System mission and vision

 
Organizational Expectations:

1. Completes all initial and annual required learning relevant to the role.
2. Complies with all relevant laws, regulations, and policies.
3. Contributes to a safe work environment.
4. Attend departmental (including monthly staff meetings) and facility-wide in-services and any other events as specified by immediate supervisor/department head.
5. Responsible for maintaining up-to-date knowledge regarding current policies and procedures.
6. Provide Training/Orientation to new employees within the department as scheduled.
7. Supports the policies and procedures of the hospital and the standards of the Joint Commission as required for full accreditation.

 
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by the supervisor.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); six months related experience and/or training; or equivalent combination of education and experience in a fast-paced professional environment. Proficient in computer use including internet services, word processing and data base programs. Demonstrates high level of integrity, professionalism, organizational and time management skills.
 
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand and sit. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus. Able to push/pull up to and beyond 350 pounds.