Responsibilities:
Patient Access Services is often the first point of contact for our patients, families and visitors, as well as front line staff in the Emergency Department or Hospital Registration either in-person or telephone communications. The Switchboard Registrar I is responsible for managing the main call center for Norton King's Daughters' Health, often referred to as the Switchboard, and includes the responsibility of monitoring internal alarms, managing the on-call list for providers and other healthcare services, and other duties that assist the revenue cycle flow. Ensures HIPAA standards are adhered to and followed in accordance with the Organizational policies, including the Code of Ethical Behavior, and governmental standards.
ACCOUNTABILITIES
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Incumbents may be required to perform job related tasks other than those specifically presented in this job description. The following is not an extensive list of responsibilities. This list of essential duties and responsibilities are intended to provide a representative summary of the major duties and responsibilities performed:
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Proficient with the Switchboard area and all duties, policies, and procedures associated with the Switchboard operator position including knowledge of the Equinox system.
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Accept incoming calls in a polite and professional manner
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Transferring those call to their requested destination or query the individuals to assure they are transferred to the appropriate department or extension
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Demonstrate effective communication skills, which encompasses written and verbal communications.
Effectively document to provide detail to any given situation for Supervisor and/or Director to confidently discuss when not present.
Follow protocol in contacting on-call providers and departments
Assuring provider and on-call information is up to date with appropriate phone numbers and contact information
Page overhead Code emergencies
Follow protocol in managing fire panel, medical gas, and generator alarms.
Manage the master on-call list for providers and departments,
Distribute daily the on-call list and selected reports to front desk and director
Manager nursing line of reported inpatient discharges needing following appointments
Place task in LSS for requested appointment within needed time frame
Develops positive customer relationships by anticipating and providing solutions to the needs of internal and external customer populations and by giving a high priority to customer satisfaction by working with Quality to improve and sustain acceptable HCAPS scores for Patient Access.
Demonstrates exceptional customer service and interacts effectively with physicians, patients, visitors, staff and the broader health care community.
Work daily registration edit reports
Verifying insurances and registration fields
Update in Meditech system
Manage patient mail returned from post office
Utilizing available tools, search and verify addresses
Update in Meditech system
Assist with verifying provider licensure updates
Work daily queues in Experian
Performs other job related duties as assigned that include but not limited to: registrations in multiple systems and providing coverage in other areas as needed.
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times.
Maintains confidentiality and protects sensitive data at all times.
Registrar will be flexible, remain calm under stressful situations, and have the ability to problem solve.
Qualifications:
- High School Diploma or GED required
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Strong interpersonal and communication skills.
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Computer experience with PC concentration
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Ability to multitask
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Must exhibit a high degree of personal initiative, sound judgment, maintenance of confidentiality and discretion, and excellent decision-making skills to achieve organizational objectives.
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Requires a "team player" with excellent interpersonal skills, both verbal and in writing.
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Shall be able to articulate the organization's goals and mission.
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Must be able to interact with a diverse population.
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Ability to recognize when there is a problem situation and escalate to management