Hancock Regional Hospital

Compensation

Full Description

JOB SPECIFIC CORE COMPETENCIES: • Register patients and update patient demographics. • Schedule/reschedule/cancel patient appointments. • Check patients in and out correctly and timely. • Collect cash and card copays from patients. PREREQUISITE SKILLS: • Demonstrated communication skills to effectively communicate with patients and patients’ families. • Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence. • Demonstrated math skills to calculate patient bills. • Demonstrated knowledge of medical terminology. • Operational knowledge of telephones, fax machines, postage machines, and other office equipment. • Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate. • Demonstrated ability in handling patient confidentiality. • Ability to work with peers in a team situation and create a positive work environment for team members. • Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications. Required to check e-mail daily and use as a source of internal and external communication. Required to understand and utilize electronic medical record technology. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: The following list describes the essential duties of this role. Individuals in this role may not perform all of these duties, or may perform additional, related duties not listed here. • Schedule patient appointments • Interact with patients in a warm friendly manner showing respect and courteousness • Enter data into systems accurately, completely and timely • Determine information needed from patient for registration process and provide appropriate documentation to patient at registration • Verify patient’s insurance eligibility • Answer phone calls by the third ring • Transfer calls to appropriate person or voice mail as directed • Prepare and mail patient correspondence as directed • Directs incoming patient and visitors to appropriate location • Oversees the patient waiting area, coordinates patient movement, and reports problems or irregularities to manager • Participates in all departmental and organizational meetings • Performs nasal swabs according to protocol Competencies: Demonstrates the following competencies: Attitude/Customer Competencies • Caring, compassionate, and approachable in all customer contacts • Privacy – respects customers’ right to privacy and modesty • Confidentiality – maintains customers’ confidentiality • Telephone etiquette – speaks so that customers hear a smile • Appearance – takes personal ownership in appearance and that of work environment • Initiative – takes necessary steps to fix problems immediately • Providing Direction and Customer Acknowledgment – provides personalized attention by being courteous, friendly, and helpful when responding to customers’ needs • Timely service – recognizes that customers’ time is very valuable; provides them with prompt service • Customer information/education – provides customers with the best information needed to make informed choices Relationship Competencies/Work Group Competencies • Demonstrates advocacy, respect and truth telling • Demonstrates accountability for own actions • Demonstrates ability to respectfully address interpersonal conflicts • Takes initiative to help others • Demonstrates a learning attitude toward solving problems • Demonstrates openness to change and new learning • Reports to work on time and has regular attendance • Adheres to practice defined dress code • Attends Staff meetings Ethical Decision-Making • Respects the needs, expectations and rights of all individuals • Advocates the rights of all to a safe environment • Uses sensitivity to cultural diversity to guide decision-making Performance Improvement • Identifies work processes and strives to reduce cost and increase satisfaction • Identifies customers and demonstrates understanding of customers’ expectations • Actively works to increase satisfaction of all • Monitors customers’ satisfaction • Takes active role in department process improvement efforts; demonstrates understanding of outcomes • Demonstrates an understanding of responsibilities • Demonstrates diagnostic thinking/reasoning • Utilizes feedback from peers, supervisor, customers to drive performance and behaviors • Prioritizes workplace safety ADDITIONAL LICENSURE/CREDENTIAL REQUIREMENTS: • High school diploma or general equivalency diploma (GED). ADDITIONAL EDUCATION AND EXPERIENCE REQUIREMENTS: Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Health. • Customer service experience and ability to work in a fast-paced high stress environment. • Excellent communication skills, spelling and grammar. • Attention to detail. • Good keyboarding skills. • Require one plus years of experience in a healthcare setting.