Registration Receptionist - Chambersburg

WellSpan Health • Chambersburg, PA

10d • Onsite

About The Position

Responsible for the complete and accurate collection of patient demographic information. Serves as the initial contact for patient billing. Answers hospital switchboard and routes calls as requested. Plays an integral role in disaster procedures. This is a 24/7 flex rotation position, requiring work every other weekend and holidays, with assignments to 1st, 2nd, and 3rd shifts.

Requirements

• High school graduate or equivalency required.
• Experience applying customer service behaviors and communication skills required.
• Ability to communicate effectively in both verbal and written form.
• Must be able to comprehend medical terminology.
• Must be able to work within time constraints, establish priorities and adjust to multiple simultaneous stimuli.
• Must be able to work in area of assignment without reservation to observing trauma care and bodily functions and fluids.
• May exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or an insignificant amount of force constantly in order to lift, carry, push, pull, or otherwise move objects.
• Walks occasionally throughout department and hospital on carpet, tile, or linoleum.
• Stands occasionally on carpet, tile or linoleum.
• Sits on a hard or cushioned chair frequently.
• Lifts up to 20 pounds to and from all levels (floor, waist, shoulder, overhead) on an occasional basis.
• Carries up to 10 pounds occasionally throughout the hospital.
• Bends, twists, squats, and kneels occasionally.
• Reaches up to 2 feet overhead/in front of oneself on an occasional basis.
• Near-visual acuity with color perception in order to view computer screen and decipher fine print.
• Manual dexterity adequate for utilizing a keyboard, calculator and processing paperwork.
• Ability to adapt to simultaneous, multiple and varied stimuli.
• Auditory acuity for hearing telephone conversation, normal voice tones when not facing the individual, alarms, call bells, overhead pages, etc.
• Clear speaking voice in order to communicate effectively with incoming patients and utilize paging system.
• Regular attendance is an essential function of the position.

Nice To Haves

• Completion of a medical terminology course is a plus.
• Experience as a registration receptionist preferred.
• Computer and customer service experience preferred.
• Minimum typing speed of 45 words per minute preferred.
• Knowledge of insurances helpful.

Responsibilities

• Conducts patient interview to obtain accurate demographic, insurance information for inpatient, surgical, emergency room and outpatient services.
• Provides patient estimates for outpatient and surgical services along with an explanation of benefits to the patient and/or guarantor.
• Collects payments for out-of-pocket expenses from patient estimates and ED co-pays.
• Reconciles daily banking deposits at the end of the day.
• Prepares deposit for pick up the next business day.
• Assists patients making payments via welcome devices and/or personal devices.
• Follows standard work for sending POS letters for surgical patients not active in the Patient Portal.
• Provides assistance to patients utilizing the welcome device and/or personal device.
• Adheres to the EPIC Insurance Manual regarding participation of payor and plans.
• Obtains waiver forms when applicable and adds the appropriate occurrence code.
• Obtains authorizations and referrals as required by insurance.
• Verifies insurance requirements for upcoming services according to departmental standard of work.
• Utilizes various software programs for insurance verification.
• Follows the process for Documents within EPIC, scanning of insurance card(s), photo ID, and completion of necessary forms.
• Maintains all equipment in safe working condition; notifies the proper department(s) of malfunctioning equipment or unsafe conditions along with submitting an S1 when applicable.
• Maintains a neat, clean work area; communicates to Environmental Service as appropriate.
• Participates in cross-training efforts to facilitate staff coverage during absences and to promote teamwork.
• Attends scheduled departmental in-services, staff meetings, and huddles to develop communication skills, learn new forms/procedures, etc.
• Understands and knows what to do in the event of an emergency situation.
• Informs staff member of supply needs to maintain forms, materials, equipment, and supplies inventory.
• Serves as a preceptor/mentor.
• Willingly accepts new and/or additional responsibilities.
• Reviews patient order, ensuring the correct ordering doctor is listed on all orders and validating that the order has not expired.
• Identifies the proper Workqueue(s) for daily accounts that need correction and/or pre-arrival work completed.
• Maintains 95% or higher on percentage workflows without warnings on the Patient Access User Scorecard.
• Strives to avoid creating duplicate unit numbers.
• Prioritizes workload at the beginning of the shift and throughout, so that timelines and volume of workload minimize patient waiting time.
• Identifies, works, and in some cases makes contact with patient(s) prior to services via Workqueues.
• Schedules patient procedures/appointments in accordance with departmental standard of work.
• Knows the organization and can provide information and direction.
• Coordinates direct admit and transfer calls.
• Runs required report(s) as assigned.
• Performs other related duties as assigned.
• Answers all telephone calls in a tactful and timely manner, including the switchboard, and provides a great handoff when transferring internally.
• Familiarizes self thoroughly with the different alarm systems and emergency equipment located at the switchboard; handles call alarms in a calm and efficient manner.
• Implements the procedures for a disaster/fire drills once it has been initiated by Administration.
• Utilizes company email for internal/external communications.
• Handles all communication to patients and hospital employees with the highest regard for good customer service without becoming defensive.
• Treats all customers with the highest degree of respect.

Benefits

• Annual Health Screening with Infection Control and Blood Borne Pathogens Education
• Safety Awareness: Hospital Fire, Safety, and Disaster procedures
• Confidentiality: Maintains employee and patient confidentiality.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED