Promotes good will and fosters positive relationships with patients; acts as a liaison between patients, patients' family, and the clinic. Provides clerical services in an organized manner that reflects initiative, flexibility, competence and responsibility under the direct supervision of a Physician, Nurse Practitioner and Practice Manager. Communicates organizational billing and collections practices; addresses patient's questions, complaints, problems and concerns regarding billing and/or collections; performs clerical duties such as answering telephones and scheduling patients.
Interviews patients to gather demographic and insurance information in order to register the patient in the computer system; establishes a patient record; provides required notices to patients; obtains authorizations, certifications and referrals from insurance companies; identifies patient financial responsibilities and collects payments.
Education:
High school diploma or equivalent required
Experience:
A minimum of one (1) year experience in a customer-focused industry is required; experience in healthcare patient registration with in-depth knowledge of patient registration process, healthcare billing and reimbursement, insurance verification and pre-certification, medical terminology, financial counseling and negotiating skills preferred.
Licenses, Certifications and/or Registrations:
Certified Healthcare Access Associate (CHAA) preferred
Specialized Knowledge and Skills:
Exceptional interpersonal communication, customer service and critical thinking skills; knowledge of principles and practices of patient registration, insurance reimbursement, governmental and other payer source billing, credit and collections, cashiering and admitting; familiar with functions, capabilities and operation of computer based billing, patient accounts, and registration management systems.
Supervised by: Clinic Physician, ARNP and the Practice Manager
Supervises (Headcount):
Supervises (Job titles):
For Direct Patient Care Positions Only
Must have the knowledge and skills necessary to provide patient care as defined by job responsibilities and performance standards in this job description to include Patient Safety Performance Standards for the identified population served below:
Pre-term/High Risk Neonate
Neonate (newborn to 28 days)
Pediatric (One month to 12 years)
Young Adult (18 to 35 years)
Adult (35 to 65 years)
Geriatric (65 years and over)
ESSENTIAL FUNCTIONS OF COMPETENT PERFORMANCE FOR THIS POSITION
Acts as a liaison between patients and the clinic; promotes positive customer service at all times
Answers telephone in a courteous manner; takes messages accurately and follows up with physician when necessary
Assists under the direction of the Patient Access Manager in the performance of business-related functions
Uses applicable scripts to communicate policies and procedures to patients related to billing, collection and financial assistance programs.
Demonstrates effective communication with other departments; acts as an ambassador by avoiding responses that might initiate controversy and deliberately selecting responses that will encourage and foster a sense of being served.
Registers patient accurately and timely in the EHR/PM system; makes changes and/or follows up as needed.
Verifies patient's insurance eligibility each visit; pre-authorizes insurance coverage by appropriate means to ensure timely payment.
Copies insurance cards on all patients each time their insurance changes and scans it into CPSI.
Reviews patients account for any unpaid balances prior to service; communicates to patient accordingly.
Collects all applicable co-payments, co-insurances, deductibles, or cash payments at the time of visit.
Submits all required reports and/or cash payments to the Patient Access Manager at the end of each day.
Notifies appropriate management of any changes to patient accounts that affect charging and/or billing.
Assists under the direction of the physician and nurse practitioner in the performance of clinical-related functions
Inventories medical supplies as needed for clinic.
Maintains the housekeeping and maintenance of the patient's environment; empties trash from the patient's room at the end of each day.
Communicates with staff; stays accessible to staff and provides assistance, keeps Administration informed of departmental issues.
Implements new and innovative ways to reduce cost or increase productivity; increases working knowledge of CPSI system; improves departmental customer service standards
Demonstrates a strong commitment to budget guidelines; recommends methods to increase revenue or decrease costs; complies with billing requirements.
Participates in hospital activities; takes initiative in Process Improvement; promotes the hospital throughout the community; enforces hospital policies; exhibits leadership qualities.
Creates a positive atmosphere with coworkers.
Demonstrates critical thinking in the performance of duties and the ability to problem solve technical issues.
Take initiative to read all posted memos, minutes of meetings, policies, procedures, job description and notices and holds self accountable for the content within.
Maintains a clean and organized work area; takes responsibility for the presence of all public areas in the clinic; notifies appropriate personnel of areas that require attention.
Commits to outstanding guest relations and customer service; provides excellent customer service to meet the expectations of patients, visitors, and fellow associates; maintains courteous and professional conduct.
Demonstrates teamwork; supports, assists, and praises fellow associates whenever possible; feels a sense of ownership and takes pride in the Hospital; looks beyond assigned tasks to achieve goals.
Supports and promotes the Mission, Vision, and Values; adheres to all Hospital policies and procedures; commits to the Standards of Conduct; maintains professional appearance
Northwest Florida Community Hospital is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Northwest Florida Community Hospital are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Northwest Florida Community Hospital will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.
In addition, as part of our commitment to quality and excellence, Northwest Florida Community Hospital will continue to maintain a safe, healthy environment for you by requiring all applicants, who are tentatively selected for a position, to submit to a criminal history check and screening for illegal drug use prior to appointment for a job.
Final confirmation of any job offer will be contingent upon the successful completion of all pre-employment requirements, including a pre-employment drug screening and background screening. Failure to submit to either screening, falsification of any screening information, or a positive finding on a drug test will result in removal from consideration for employment for a period of one year.
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