Patient Access Representative - Hospital Front Desk

Job Summary

Arranges for the efficient and orderly registration of patients. Ensures that patient information is collected. Interviews incoming patient or representatives and enters information required for admission into computer database. Distributes appropriate information to ancillary nursing departments. Participates in performance improvement and QI activities.

Receives and relays incoming and outgoing telephone calls for the facility. Provides directory information, transfers calls as appropriate. Make general and emergency announcements over the facility’s PA system. Handles the facility paging system.

Standards of Behavior

William Newton Hospital’s Standards of Behavior allow a mechanism for holding each employee accountable and encourages us to "raise the bar". All employees are expected to familiarize themselves with the Standards and practice them daily.

i - Integrity

We act with unwavering moral principle,

transparency, and sincerity in every

interaction.

P - Patient-Centered

We meet patients where they are, ensuring

the are active participants in their care

journey. We prioritize the patient's physical

and emotional well-being over all else.

A - Accountability

We own our actions. We set clear

expectations and hold all team members to

the same high standards.

C - Compassion

We treat every patient, family member, and

colleague with kindness, empathy, and

dignity.

E - Excellence

We approach every task, large or small, with

enthusiasm. We continually pursue mastery

and best practices in our field.

Job Duties and Responsibilities

• Responsible to pre-register patients for scheduled admissions and out-patient procedures.
• Responsible to interview patients or their representative, to obtain personal information or verify information already on file, including emergency numbers and insurance information, including Medicare Secondary Payer and accident information as applicable.
• Responsible to obtain signatures on Conditions of Admission and affix patient identification bracelet.
• Communicates appropriately and clearly to Supervisor, Nursing Service, co-workers, physicians and ancillary departments.
• Responsible, when payment is received after Business Office closes, to collect such payments, provide receipt and forward to the Business Office personnel.
• Refers patient to Collections Manager when financial arrangements need to be made.
• Demonstrates an ability to be flexible, organized and function well under stressful situations.
• Treats patients and their families with respect and dignity; ensures confidentiality of patients’ protected information.
• Interacts professionally with patient/family and provide explanations and verbal reassurance as necessary, demonstrating customer service skills.
• Maintains a good working relationship both within the department and with other departments.
• Ensures documentation meets current standards and policies.
• Answers telephone in a polite manner and communicates information to the appropriate personnel/family.
• Manages and operates equipment safely and correctly.
• Operates switchboard to route incoming calls and to place outgoing calls.
• Provides directory information to internal and external inquirers.
• Maintains a daily list of all facility staff on-call, including home phone numbers and cellular numbers readily available, whichever is applicable.
• Knowledge of emergency procedures and location of Safety/Disaster Manual.
• Performs other duties as assigned.

Requirements

Professional Requirements

• Adheres to dress code, appearance is neat and clean.
• Completes annual educational requirements.
• Maintains regulatory requirements, including all state, federal and CMS regulations.
• Reports to work on time and as scheduled, completes work within designated time.
• Wears identification while on duty, uses computerized time system correctly.
• Attends in-services and educational opportunities.
• Attends staff meetings and reads all memos. Utilizes Procedure Manual. Complies with William Newton Hospital policies. Familiar with Employee Handbook.
• Maintains and ensures patient confidentiality at all times.
• Works at maintaining a good rapport and a cooperative working relationship with physicians, departments and staff.
• Represents the organization in a positive and professional manner.
• Ensure compliance with policies and procedures regarding department operations, fire, safety and infection control.
• Complies with all organizational policies regarding ethical business practices.
• Communicates the mission, vision and core values of the hospital.

Regulatory Requirements

• High School graduate or equivalent.
• One year of excellent customer service required
• At least one year of patient registration in a hospital setting strongly preferred.

Language Skills

• Ability to read and communicate effectively in English.

Skills

• Excellent interpersonal (people) skills is required
• Basic computer knowledge.

Working Conditions:

Work is conducted in an office setting requiring extended periods of time in a seated or standing position. Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions of the position without compromising patient care. Employee may be exposed to infectious and contagious diseases, exposed to hazardous cleaning agents, body fluids and waste, minimal exposure to an unpleasant patient or unit elements. Employee may be required to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently. These are baseline requirements for adequate performance of this job. Employees may be required to exceed these levels. Job duties are based on an average 8-hour shift but are subject to change dependent upon staffing volumes or other variables determined by department director or Administration.