Hospital Receptionist

The Data Entry / Hospital Receptionist will manage the facilities main lobby area. This vital external link is a dominant factor in creating a favorable impression by greeting and directing all visitors, including vendors, clients, job candidates and patients. Receives and routes a high volume of the facilities incoming calls through a computer-based switchboard. This position will also involve prioritizing, clinical registrations for professional services and batching of various forms for manual data entry with the major emphasis of accuracy of information. All conversations in this environment should be concise, courteous, tactful, understanding, patient, and with respect to patient's privacy to create a favorable initial impression.

ESSENTIAL FUNCTIONS:

• Consistently demonstrate premier customer service and communication skills when managing the facilities main lobby. Creates a favorable impression by greeting, directing and/or announcing all visitors, including vendors, clients, job candidates and patients and family members. When necessary, provides a map for directions or contacts a representative from receiving department to escort patient. Ensure patient confidentiality adhering to HIPAA guidelines.
• Responsible for knowing the functions of the main phone system and power failure telephone in order to professionally handle incoming calls, appropriately transfer calls, and assist with any internal calls when asked to do so by Department Supervisor.
• Receives and routes a high volume of the facilities telephone calls though a computerized switchboard by handling their questions and concerns with speed and a high level of professionalism. Maintains the Avaya Soft console directory by adding, modifying and deleting physician, employee and conference room extensions based on the current employee listing and new hire notifications.
• Collects, confirms and enters charge information via ancillary charge entry under daily processing menu including supply items, implants, OR and Recovery times, anesthesia professional and TC, ancillary test, etc. Reconfirms daily transaction by reviewing reports. Notates accounts of late charge entries. Scans and archives documents ensuring that written documentation is available for Medical Records and Patient Financial Services staff to review.
• Prepares source date for computer entry by compiling and sorting information; establishing entry priorities by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the supervisor for resolution.
• Makes necessary charge corrections for ancillary departments when requested. Scans and archives documents ensuring that written documentation for changes is available for Medical Records and Patient Financial Service staff to review.
• Registers clinical professional anesthesia services in the HMS computer system, including the patient's demographic and insurance information while maintaining an acceptable accuracy rate (95% plus) as evidenced by routine quality review. Information may be obtained from the physician's office and/or the patient hospital surgical registration. Thoroughly review the MPI so that duplicate medical records numbers are avoided.
• Collect co-payment, deductible, co-insurance or down payments previously identified by the Financial Counselor or as indicated on patients hospital statements. Communicates to the patient the hospital's policy on discounts and/or payment options when significant patient liabilities are discovered and provides them with the financial counselors contact information.
• Log cash collected, generate receipts, and maintain balanced cash at all times. Meet monthly cash collection goals as determined collaboratively by Department Director/PFS Manager and Supervisor.
• Maintains the physician file Maintenance directory by adding, modifying and deleting nonhospital physician information, verify business address, telephone, fax numbers and license number with physician office and/or the NPI directory.
• Meet established quality and productivity standards for self and for the team. Foster and reinforce team-based results by tracking and monitor productivity as requested.
• Anticipate and adapt to change (e.g., hospital policy changes, operational/procedures, insurance changes) in a positive manner.
• Adhere to time and attendance standards as outlined in the Human Resource Policy manual. Provide proper notification of absence or tardiness within established departmental time frames.
• Demonstrate the knowledge, skills and abilities (competencies) to perform the duties outlined above annually in the form of a test and/or as evidenced by daily quality review and direct observation of the Supervisor, Department Director and PFS Manager.
• Keep Department Supervisor apprised of any delays in the registration process and charge entry issues.
• Remain current on scheduling, registration, insurance verification, and other patient registration processes in order to cover in the absence of other team members.
• Performs such related duties not listed herein, but deemed in the best interest of Northern Maine Medical Center

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.

• Ability to effectively determine priorities and plan workday without routine and constant supervision.
• Knowledge of and experience in coverage practices and eligibility criteria for third-party payers, both commercial and governmental.
• Capable of empathizing with the circumstances of coworkers, patients and families while maintaining an objective approach to the disposition of each account.
• Persuasive verbal and written skills.
• Knowledge of and experience in general hospital business practices and information flows.
• Experience in working with customers in financial transactions.

EDUCATION, TRAINING, AND/OR EXPERIENCE:

• Requires high school education with current computer technology with a minimum of 2 years office experience and/or associate degree preferred.
• Typing skills of 35-45 words per minute.
• Excellent written and verbal communications skills, as well as analytical capabilities.
• Knowledgeable in office functions and processes.
• Bilingual preferred but not required.