New Hanover Regional Medical Center Patient Experience Rep - CHA - NHMG-Brunswick Forest in Wilmington, North Carolina
Patient Experience Rep - CHA - NHMG-Brunswick Forest
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Per Diem, No Benefits, As Needed
This position has access to and knowledge of extremely sensitive, private and confidential materials. Ability to maintain the highest standard is required with zero tolerance. All the primary duties within this document will be performed according to established policies, procedures and guidelines within the department and New Hanover Regional Medical Center. JOB SUMMARY: Greets patients and other visitors in a polite manner. Responsible for insurance eligibility, updating demographics / insurance information, collecting / posting co-pays. Additionally serves as a front desk liaison, answering phones and scheduling appointments as needed. Responsible for performing a variety of clerical duties. PRIMARY JOB DUTIES Responsibility I: NHRMC Standards of Performance Ownership – responsible for all outcomes of efforts and actions Teamwork – demonstrates a willingness to assist co-workers and to accept additional assignments as requested to support the department efficiently by acting as a team player and working well with others Communication – acknowledge patients and co-workers, listen attentively while maintaining eye contact and speaking to them directly and respectfully Compassion – Be an advocate for patients, families and teammates. Show them you care and always follow up. Responsibility II: Daily Preparation / Check-in Maintains reception area, to include waiting room Verifies insurance eligibility Prints all encounter forms for each day appointments Ensures that all patients are greeted in a timely manner Provide necessary forms to new patients, updates information on existing patients, reviews for accuracy and scans/copies all insurance cards. Notifies the clinical staff when the patient is ready Monitors waiting rooms and communicates wait times to patients Responsible for applying information on all insurance plans, correctly identifying and entering FSC into IDX Collects co-pays and logs them appropriately at the time of check in Contact patients by telephone to communicate scheduling information within established time frames New patients reminder telephone calls are made within 24 hours of scheduled appt Patients who are "no-show" are called within 24 hours of their missed appt New patient referrals are contacted within 24 hours to schedule first appt Pulls charts for nurses to prepare for patients visits Appropriately documents all non essential personnel coming on site in the log book Responsibility III: Check Out Ensures that patients have all information and questions answered about their health and treatments received, to include future appointments Ensures encounter forms are completed and tracked accordingly with office schedule Obtain any required prior authorizations for patient if being referred for outside services, ie. Radiology, surgery, laboratory, pharmaceuticals Completes all documentation for observation, planning and evaluation of care provided to patients Responsibility IV: Clerical / Administrative Process medical records requests Open and process any mail and distribute accordingly as well as delivering packages marked "refrigerate" immediately to clinical personnel Maintains filing, charting, faxing and all other clerical functions as required Answers telephones in a polite manner, makes appointments and takes messages Prepares and processes correspondences Rolls phones according to schedule Identifies and orders supplies as needed Responsibility V: General Practice Duties Must have physical exam and annual TB skin testing Knowledge of Fair Debt Collection Practices Act, PHI, HIPAA as well as other State and Federal regulations pertaining to health insurance statutes Ability and flexibility to cover various medical offices when needed Performs cash management protocols as assigned Adheres to company policy on continuing education programs, i.e. Annual HIPAA training Adheres to departmental dress codes as observed by director and wears picture identification badge, 100% of the time. ESSENTIAL JOB SPECIFICATIONS: 1. Education: HS diploma or equivalent required; college or advanced education at technical or secretarial school is preferred. 2. Licensure / Certifications: CPR preferred. CPC or CCS strongly preferred 3. Experience: One year previous medical office experience working within a patient registration, reception or billing role preferred. 4. Essential Technical/Motor Skills: Must be able to accommodate a moderate to fast work pace. Have excellent customer service skills. Must be able to operate within Microsoft programs such as Outlook, Word, and Excel. Prior experience in an EMR (electronic medical record) environment preferred. IDX experience a plus. 5. Interpersonal Skills: Must be able to relate and interact with internal and external customers in a positive manner. Ability to communicate effectively both orally and in writing. 6. Essential Physical Requirements: Must be able to stoop and pick up objects from the floor, file, etc, without restrictions. Must have full use of hand and arms to operate office equipment. 7. Essential Mental Abilities: Must possess clarity of thinking and interpretation, along with good intuition and an ability to anticipate the needs of colleague, co-workers and management. Ability to organize and rationalize easily and quickly, is required. 8. Exposure to Hazards: Exposure to chemicals and disinfectants Exposure to bodily fluids, latex, as well as a risk to exposure of Infectious Disease. 9. Hours of Work: Generally, 8-5, M-F. Some weekend work may be required. 10. Population Served: All internal and external customers, patients and clinicians.