Statement Of Employment Philosophy
Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.
Functions
Area of Responsibilities
- Greets each patient and or visitor and is proactive in anticipating their needs.
- Registration Quality: Registers patients following department's standards, policies, and procedures, focused on a consistently efficient throughput and the overall patient experience.
- Registration Quality: Enters required patient data in the system. Verifies and updates demographic, billing and insurance information with emphasis on accuracy of demographic data and financial information, thus ensuring appropriate billing, routing and reimbursement.
- Validates all insurance through the appropriate eligibility system and ensures coordination of benefits validation via the payer response or Medicare secondary payer questionnaire where applicable. Ensures Managed Care Payers are entered correctly in the HIS, per the eligibility response.
- Documentation Quality: Ensures all registration related signature capture is completed to include consents and regulatory documents.
- Documentation Quality: Ensures all relevant payment liability forms are completed consistently and compliantly to include Medicare Advanced Beneficiary Notices, Medicaid Advanced Beneficiary Notices, and general insurance waivers.
- Documentation Quality: Timely and accurately scans all necessary insurance information including insurance cards, personal ID, driver's license, eligibility and authorization validation, etc..
- Patient Estimates and Collections: Creates patient estimates based on scheduled and or walk-in using HIS estimate workflow. This includes Good Faith estimates initiated as appropriate. Reviews developed estimates with patients, to ensure understanding and captures signature.
- Patient Estimates and Collections: Always requests payment of patient liabilities based on estimate or eligibility response, utilizing departmental standard scripting, to overcome patient payment obstacles. Applies discounts according to department standard.
- Collects co-payments, deductibles, co-insurances and past due balances from patients at time of service according to TMG Cash management policy. Posts payment and provides patient with receipt.
- Ensure check in process is completed and shows checked in via Epic.
- Check out process drives continuum of care (follow up visits, billing, service recovery, etc...) Ensure patient is properly checked out. Follow provider guidelines for scheduling follow up appointments.
- Maintaining change fund allowance, documenting according to policy by verifying opening and closing balance.
- Processes end of the day reports and balances all payments in accordance with Tanner policy. Completes departmental deposits as directed and accordance to TMG Cash Management Policy.
- Productivity: Consistently focuses on maximizing resources and time, to ensure expeditious patient throughput and account processing.
- Productivity: Proactively solicits peers and leaders, offering assistance to avoid non-productive or downtime periods.
- Productivity: Remains flexible to provide float support for all TMG operational areas as requested by Leadership, through schedule changes and assignments.
- Answers all phone calls in a professional and courteous manner.
- Follows established telephone message protocols with complete and accurate information directing to appropriate personnel.
- Schedules appointments and gives routine, non-medical instructions in preparation for the patient visit.
- Communicating quickly and often with patients if there is a delay or wait for patient care. This includes Patient Rounding in lobby.
- Working with both clinical staff and providers in a team approach.
- Monitors patient reminder system and follows up with unconfirmed patients.
- Daily completion of patient and registration work queues.
- Monitor MyChart in basket messages.
- Process Improvement: Exhibits a culture of Operational Excellence through personal ownership in individual and departmental process efficiency, quality, and outcomes.
- Maintains a working knowledge of department and facility policies and procedures. Displays independent reasoning skills for problem resolution as required within the scope of job assignments.
- Demonstrates a positive attitude toward all TMG customers and projects a professional image.
- Maintains work area and waiting room in a neat, orderly manner.
- Maintains confidentiality of all patient data and medical information. This includes refraining from accessing your own personal medical record or the medical record of another individual, where you are not actively working the encounter for scheduling, registration, authorization, etc....Any instance of this is considered a HIPAA violation.
- Maintains proficiency of technical skills in all areas of your department.
- Distinguishes and responds correctly to certain disaster or emergency situations such as fire alarm, visitor injury, etc...
- Reviews all incoming faxes and distributes accordingly.
- Address and or handle all medical records requests as per established protocols.
- Performs other tasks as assigned or based on clinic needs.
- Teamwork: Works well with others and functions as a team player. Offers ideas and solutions for issues that affect the team and work area. Stocking and ordering of supplies as needed. Maintains patient care and waiting areas. Participates in training and skills development of new front office employees. Assists in other areas of the office as necessary.
- Safety: Maintains working knowledge of equipment and removes faulty equipment from use as necessary. Participates in safety programs.
- Patient Experience - Meets Tanner service standards with every patient interaction. Provides assistance and information in a kind, courteous manner to patients and visitors. Directs visitors to the appropriate area of the office. Participates in patient experience initiatives. Demonstrates excellent customer service skills. Communicates effectively with patients and management regarding service recovery opportunities. Works together with other team members to achieve Office and System customer service goals.
- May be responsible for receiving medications and ensuring proper handoff or storage and handling for the maintenance of the integrity and security of the medications.
Compliance Statement
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: No prior work experience required
Qualifications
- One year of customer service experience preferred.
- Experience in a Healthcare setting preferred.
- Excellent public relations skills. Pleasant, professional demeanor when dealing with the public even irate or abusive individuals. Must possess the ability to communicate effectively and maintain good relations with coworkers, Tanner Medical Group, medical staff, as well as patients, families, and third-party payers.
- Ability to make independent decisions, displaying emotional maturity and using sound judgement.
- Ability to work in fast-paced environment with frequent interruptions. Ability to work effectively in high-stress situations.
- Ability to interact and work well as a part of a team-oriented environment.
- Ability to organize for maximum time utilization, productivity, and smooth patient flow.
- Proficient use of computer equipment.
- Ability to read and write legibly with spelling accuracy.
- Ability to organize, analyze and prioritize work
- Must possess initiative and drive to a project from beginning to a successful completion
Definitions
Patients' first and last point of contact in the office, responsible for Check-in and check-out duties, which may include entering charges, collecting deductibles and coinsurances, posting payments and scheduling follow up appointments. Assists with answering telephone, registering new patients and making appointments. Able to multi- task while maintaining a high level of customer service and accuracy. Communicates proactively and assists patients with questions and requests as necessary.
Position Responsibilities
Contact with Others: Requires frequent contact with many persons at different levels inside and outside of the organization to carry out organization policies and programs and obtain willing acceptance, consent, or action.
Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
People Management Responsibilities
Supervisory Responsibility: Exercises no supervision, work direction, or instruction of other employees or student
Work Environment/Physical Effort
Mental Demands: Work involves a variety of problems in a general field, some of which are complex. Involves some independent judgment to decide what to do to assemble facts, determine variations from standard procedures, or plan other action to be taken to meet general objectives.
Working Conditions: Noticeable - (About 25% of the day) Involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature/weather extremes/occupational risk and probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical/bio-hazardous materials.
Working Conditions Aspects for Immunizations
Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): Yes
Directly works with Patients less than 12 months of age: Yes
Physical Effort: Moderate physical effort - Lifts, carries, or handles lightweight (1 to 25 lbs.) materials or equipment for about half of the day. Very occasional physical effort with medium weight objects (25- 60 lbs.). Office or laboratory work requires close visual effort and concentration more than half of day. Works in reaching or strained positions for less than half of day.
Physical Aspects
Bending: Occasional = 1% - 33% of the time
Typing: Constant = 67% - 100% of the time.
Manual Dexterity - picking, pinching with fingers etc.: Frequent = 34% - 66% of the time
Feeling (Touch) - determining temperature, texture, by touching: Occasional = 1% - 33% of the time
Hearing: Constant = 67% - 100% of the time.
Reaching - above shoulder: Occasional = 1% - 33% of the time
Reaching - below shoulder: Occasional = 1% - 33% of the time
Visual: Constant = 67% - 100% of the time.
Color Vision: Occasional = 1% - 33% of the time
Speaking: Constant = 67% - 100% of the time.
Standing: Frequent = 34% - 66% of the time
Balancing: Occasional = 1% - 33% of the time
Walking: Frequent = 34% - 66% of the time
Crawling: Occasional = 1% - 33% of the time
Running - in response to an emergency: Occasional = 1% - 33% of the time
Lifting up to 25 lbs.: Frequent = 34% - 66% of the time
Lifting 25 to 60 lbs.: Occasional = 1% - 33% of the time
Lifting over 60 lbs.: Occasional = 1% - 33% of the time
Handling - seizing, holding, grasping: Frequent = 34% - 66% of the time
Carrying: Frequent = 34% - 66% of the time
Climbing: Occasional = 1% - 33% of the time
Kneeling: Occasional = 1% - 33% of the time
Squatting: Occasional = 1% - 33% of the time
Tasting: Not required
Smelling: Not required
Driving - Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required
Driving - Class C vehicles: Occasional = 1% - 33% of the time
Driving - CDL class vehicles: Not required
N95 Respirator usage (PPE): Not required
Hazmat suit usage (PPE): Not required
Pushing/Pulling - up to 25 lbs.: Occasional = 1% - 33% of the time
Pushing/Pulling - 25 to 60 lbs.: Occasional = 1% - 33% of the time
Pushing/Pulling - over 60 lbs. : Occasional = 1% - 33% of the time
