Patient Access Representative - Hospital Front Desk

William Newton Hospital•Winfield, KS

18d

About The Position

The Patient Access Representative arranges efficient and orderly patient registration, collects patient information, interviews patients or their representatives, and enters required admission information into the computer database. The role distributes appropriate information to nursing and ancillary departments and participates in performance improvement and quality improvement activities. It also receives and relays facility telephone calls, provides directory information, transfers calls, makes general and emergency announcements over the public address system, and operates the facility paging system. The position requires professional, respectful, and confidential interactions with patients, families, staff, physicians, and other departments. Employees are expected to follow William Newton Hospital’s Standards of Behavior—Integrity, Patient-Centered care, Accountability, Compassion, and Excellence—and comply with hospital policies, regulatory requirements, safety practices, and infection-control procedures. Work takes place in an office setting and may involve exposure to infectious or contagious diseases, hazardous cleaning agents, body fluids, and waste. The job is based on an average eight-hour shift, though duties and hours may change based on staffing volumes or other factors determined by department leadership or Administration.

Requirements

High school graduate or equivalent.
At least one year of excellent customer service experience.
Ability to read and communicate effectively in English.
Excellent interpersonal skills.
Basic computer knowledge.
Ability to maintain patient confidentiality and comply with hospital policies and regulatory requirements.
Ability to be flexible, organized, and function well under stressful situations.
Ability to work in an office setting with extended periods seated or standing.
May be required to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently; may be required to exceed these baseline levels.
May be exposed to infectious and contagious diseases, hazardous cleaning agents, body fluids and waste, and minimally to unpleasant patient or unit elements.

Nice To Haves

At least one year of patient registration experience in a hospital setting is strongly preferred.

Responsibilities

Pre-register patients for scheduled admissions and outpatient procedures.
Interview patients or their representatives to obtain or verify personal information, emergency contacts, insurance information, Medicare Secondary Payer information, and accident information as applicable.
Obtain signatures on Conditions of Admission and affix patient identification bracelets.
Communicate appropriately and clearly with the supervisor, nursing service, coworkers, physicians, and ancillary departments.
When payment is received after the Business Office closes, collect the payment, provide a receipt, and forward the payment to Business Office personnel.
Refer patients to the Collections Manager when financial arrangements need to be made.
Treat patients and families with respect and dignity, protect confidential patient information, and provide explanations and verbal reassurance as appropriate.
Maintain professional, cooperative working relationships within the department and with other departments.
Ensure documentation meets current standards and policies.
Answer telephone calls politely and communicate information to appropriate personnel or family members.
Operate the switchboard to route incoming calls and place outgoing calls; provide directory information to internal and external inquirers.
Make general and emergency announcements over the facility PA system and handle the facility paging system.
Maintain a daily list of facility staff who are on call, including applicable home and cellular telephone numbers.
Know emergency procedures and the location of the Safety/Disaster Manual.
Manage and operate equipment safely and correctly.
Participate in performance improvement and quality improvement activities.
Perform other duties as assigned.
Follow the dress code and maintain a neat, clean appearance; wear identification while on duty and use the computerized time system correctly.
Complete annual education requirements, attend in-services, educational opportunities and staff meetings, read memos, use the Procedure Manual, and comply with hospital policies and the Employee Handbook.
Maintain regulatory requirements, including state, federal, and CMS regulations; follow policies for department operations, fire safety, and infection control; and comply with ethical business practices.
Report to work on time as scheduled and complete work within designated time.
Represent the organization positively and professionally, and communicate the hospital’s mission, vision, and core values.