SUMMARY Individuals in this position will generally be the first point of contact for patients and visitors to the hospital. They will be responsible for meeting and greeting patients and visitors, assisting them with their needs and directing them within the facility. They will be responsible for answering the telephone and nurse call system at the nursing station, directing calls and relaying information. They will be responsible for clerical operation and organization of the acute care nursing station while performing various duties in support of the medical providers and nursing staff. They will be responsible for scheduling patients and admitting patients presenting for inpatient admission and outpatient services. This work will be accomplished with the highest regard for customer service, quality, accuracy and teamwork.
JOB SPECIFICATIONS The ability to demonstrate an excellent standard of customer service in interacting with patients, visitors, co-workers, clinical professionals and superiors is essential. Excellent communication, organization and general business skills (multi-line telephone, typing/keyboarding, personal computer, fax, copy, print) are required, along with independent problem solving ability, personal responsibility, teamwork and the ability to manage multiple priorities and tasks concurrently. The ability to cope well under pressure is important in this position, as the level of activity and demands can change dramatically at times throughout the shift. Individuals in this position must be able to understand and consistently attend to policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. First contact with patient to welcome and assist them with their needs. Escort guests to appropriate rooms and areas. Interview patient/family member to gather pertinent admission information. Making copies of insurance and identification cards and accurately input the information into information system. Organize, explain, and gather appropriate paperwork and signatures for all registrations, route to chart or other areas as required. ID bands will be placed on all patients. Call payers to verify insurance; route information to health care access coordinator for financial review as required. Work with other departments (surgery, radiology, health care access coordinator and other departments) to schedule procedures and ensure financial and pre-authorization requirements are completed. Preparation of daily hospital census and other daily, weekly, monthly statistical reports, route to areas as required. Verify patient room and status daily. Answer incoming telephone lines, route calls to appropriate area, take and deliver messages to staff, patients, and other areas as needed. Assists guests, providers, and staff with phones and calls as needed. Monitors nurse call, telemetry, and emergency radio, fire systems and alert appropriate staffing as required. Ordering of office supplies as needed in area. Maintain patient charts. Review daily for orders, documentation, signatures, and results. File new information in chart; notify nursing, and/or provider as required. Flag incomplete tasks for nursing staff and providers to complete. Transcribes medical orders into computer system and other areas as needed. Fax orders as required. Notify nursing staff of any STAT orders. Produce daily log of discharged patients and emergency patients from the previous day for provider contact. Maintain all required patient log-in registers. Complete and copy any necessary paperwork such as; transfer sheet, consents, anti-dumping, patient health information, as necessary for patient transports. Scheduling follow-up appointments with providers or other areas as needed. Handles and secures patient valuables. Always respects and uses complete discretion with patient health information. Refer any questions about patient care to nurse or provider. Work areas are to be kept in a neat and orderly fashion. Update Pre-admit OB charts with new information as received. Complete and file Birth Certificates. Communication center for patient care area. Will be aware of patient status, location, as well as assisting with any communication written or verbal for efficient and excellent patient care.
LANGUAGE SKILLS Ability to speak, read, write and comprehend; communicate with others interactively; speak to a group.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
COMPUTER SKILLS Microsoft Office Applications; Meditech Patient Information System; various Web-based resources
REASONING ABILITY Independent problem solving; judgment; understanding of individual and department role and organizational structure; ability to think clearly and function dependably in a stressful and/or emergent situation.
WORK ENVIRONMENT While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles and vibration. The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit, use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
QUALIFICATIONS To be successful in this position, an individual must be able to perform each essential duty satisfactorily with excellent customer service and a positive attitude. Must have medical terminology background. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED) required; 3 years related experience or equivalent combination of education and experience preferred.