Patient Services Assistant I - Gettysburg ED - Evenings

Duties and Responsibilities

Essential Functions:

• Conducts patient interview to collect accurate financial, biographic and demographic information for emergency department admissions and/or registrations. Records insurance co-payments and implements and obtains signatures on financial waivers and treatment consent and authorization documentation. Scans insurance cards and photo identification into patients' medical record.
• Collects patient insurance copayments and/or liabilities at time of service
• Greets, directs and assists patients, visitors, physicians and ancillary department staff.
• Answers telephones using personable etiquette. Answers inquiries by providing accurate information or forwarding callers to the appropriate resource. Identifies emergency messages, directs information to the appropriate personnel and maintains confidentiality.
• Enters and/or retrieves data from established computer files using knowledge of various computer applications designed for functions such as patient management, patient census, registration, billing, bed tracking, etc. Serve as a knowledgeable resource for multiple applications such as EPIC, Promise, etc. Keeps current with system/application upgrades and changes. Offers/provides assistance to others in navigation.
• Performs a variety of duties related to the creation and maintenance of the patient medical record in a manner which expedites registration, admission, discharge, transfer, etc. Performs data entry, filing and photocopying in accordance with the appropriate policies.
• Communicates delays/difficulties in providing services or alteration of routine. Acknowledges and responds to patient alarms and notifies appropriate care provider.
• Consults with the appropriate clinical and non-clinical staff to resolve issues and concerns from patient medical records, ancillary department results and patient family inquiries.
• Orders and stocks supplies, and department as needed on an ongoing basis.
• Monitors security cameras and facilitates flow of patients and visitors through the department via the doorbells into the Emergency Department, if applicable.
• Assists with care and maintenance of department equipment, hardware and supplies.
• Serves as the department's Shift Communicator and displays proven, consistent performance in the role, if applicable.
• Leads department projects as assigned; makes proactive recommendations in updating department resources and reference materials.
• Actively supports process flow improvement and provides constructive feedback to Supervisor.
• Facilitates Emergency Registration Department Downtime and follows instructed guidelines.
• Facilitates new endeavors, serving as a SuperUser during go-live processes and represents the department in system testing.
• Trains new staff and provides on-going support and instruction when staff become independent in role.
• Assists Staffing & Scheduling Assistant in staffing solutions and working proactively to solve scheduling discrepancies or lunch schedules; verification process of dailies and needs listing.
• Resolves patient complaints in the absence of Supervisor/Team Leader.
• Submits Change Orders, Access Requests and Work Orders as requested and deemed necessary.
• Communicates professionally and effectively, displays leadership and interpersonal skills, adheres to all policies and procedures, attends a minimum of 75% of the monthly department staff meetings and keeps current with the required educational modules at all times.
• Serves as a resource and example to Level I and Level II staff by assisting with questions regarding registration, workflow, operations of the department and other miscellaneous inquiries.
• WellSpan York Hospital Emergency Department Only:
• Pages and/or calls consulting physicians as needed.
• Coordinates testing, procedures and other patient services. Confers with clinical care providers regarding sequencing of diagnostic testing, patient activity tolerance and special needs.
• Acts as receptionist for patients and visitors and serves as central contact person for telephone calls and distribution point for communication and diagnostic testing results.
• Will be the Trauma Bay Patient Services Specialist (TBP) when assigned.

Common Expectations:

• Demonstrates a commitment to patients, visitors, the Emergency Department and staff by: complying with all applicable safety regulations; learning the impact of duplication errors and methodology that will lead to a reduction of errors; reporting actual and potential errors as well as hazardous conditions; identifying opportunities to standardize processes and "error proof" systems that will lead to increased safety and participating in safety and compliance education and root cause analyses as required.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Demonstrates interpersonal communication to enhance/maintain good relationships. Takes a proactive approach to solving problems or behaviors. Displays a positive attitude as demonstrated through verbal and non-verbal communication.
• Demonstrates behavior consistent with System mission, vision, goals, objectives and patient care philosophy.
• Maintains effective communication and good relationships with other discipline within the facility for the patient's benefit.
• Treats all individuals with respect, courtesy and empathy. Willingly assists others with questions. Introduces self to visitors and offers assistance. Verbal and non-verbal responses are courteous, friendly and caring.
• Participates in educational programs and in-service meetings.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Completes educational requirements as required.
• Identifies own learning needs and seeks appropriate education. Participates in meetings, on committees and represents the Emergency Department, Hospital Access and WellSpan Health in community outreach efforts. Enhances growth and development and enriches personal knowledge and skill through participation in educational programs and affiliations.