Performs functions associated with patient information processing for outpatient visits for services provided within the Physical Therapy Department. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling eRecord task management, In Basket management and Telephone Encounter management using the electronic medical record and patient access and revenue cycle systems. Assures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable-services for the provider. Responsible for functions being completed in an accurate, efficient, and customer friendly manner. May be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directs: must make complex decisions. May train new or less experiences support staff. The Outpatient Access Specialist will work closely with the Physical Therapy staff and providers, outside doctor’s offices, patients, medical staff, therapists, insurance companies, and other hospital employees. This position is also cross trained and may be required to perform tasks within the department as well.
MAJOR TASKS, DUTIES AND RESPONSIBILITIES
- Reception: Greets patients to initiate positive out-patient experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination, obtains signatures as needed (i.e. for insurance forms), identifies and assesses patient special needs (i.e. interpreters), monitors reception area to assure patient needs are met. Updates patients regarding waiting time for provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPP regulations. Assures cleanliness and order in the waiting room.
- Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Request patient e-mail address for confirmation purposes. Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc.
- Appointment Scheduling: Schedules new and return visits to outpatient services using electronic medical record and patient access and revenue cycle system, monitors and schedules, pre-registers patients for next visit, follows up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters. May assist with provider schedule changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.
- Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
- eRecord and Performance Analysis: Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.
- Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient’s legal medical record, therefore, assures accurate and concise information is entered.
- Customer interaction: Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as a front-line problem solver.
- Other duties include ordering supplies, attend monthly staff meetings.
Note: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required
DEMONSTRATED BEHAVIORS:
- Demonstrates and exemplifies Code of Conduct and Ethical Behavior by:
a) Considering first the well-being of the patient.
b) Conducting all interactions with patients, visitors, employees, physicians, volunteers, healthcare providers or any other individuals in a courteous, honest and respectful manner.
c) Demonstrating ethical and professional behavior at all times.
d) Refraining from conduct that may reasonably be considered offensive to others or disruptive to the workplace or patient care. Offensive conduct may be written, oral or behavioral.
- Assumes responsibility for own professional growth and development as demonstrated by attendance at continuing education and in-service programs. Meets mandatory in-service requirements.
- Arrives for work on time and as scheduled.
- Is knowledgeable and practices safely using infection control, universal precaution and safety protocols. Uses appropriate universal precautions, infection control practices, along with proper lifting and transfer techniques to promote patient and employee safety.
- Is knowledgeable and complies with hospital policies and procedures.
- May assist in the promotion of our institution and profession by participation in hospital promotion and health fair activities.
- Performs other duties as requested within the scope of applicable licensure, abilities and policies.
- All employees are responsible for providing excellent customer service through words and actions that support our commitment to caring and quality.
- All employees are responsible for creating a culture of employee and patient safety and for ensuring the highest quality of care for patients throughout Jones Memorial Hospital.
EDUCATION: High School Diploma or equivalent. Plus, either two years of college or specialized training. An equivalent combination of training or experience will substitute. Computer experience is required.
EXPERIENCE: One-year experience in general healthcare. Need to demonstrate accurate record keeping as well as excellent organization skills, being mindful to detail. Requires excellent customer service skills.
CONTACTS: Frequent contact with employees, patients, visitors and public.
PHYSICAL DEMANDS: Sitting, standing, walking most of the day. Occasionally lifting medium to heavy weight. May be exposed to blood and body fluids.
WORKING CONDITIONS: Office environment with exposure to patient care.
Location: Jones Memorial Hospital · JMH.PHYSICAL THERAPY EXP
Schedule: Full Time, Days
