Northern Light Mercy Hospital

Department: Patient Access Management

Position is located: Mercy Fore River

Work Type: PRN

FTE: No Hours Assigned

Work Schedule: No Hours Assigned

Summary:

Registration representatives are often the first point of contact upon patient arrival and are required to have excellent customer service skills. This position will input patient information received in person or over the phone, to update the hospital system for patient demographic, insurance, financial obligation, or appointment related data for a variety of practice and hospital services.

Responsibilities:

• Greets visitors and patients in person, or communicates by telephone or video conferencing, upholding excellent customer service. • Enters and updates patient demographic and financial information, ensuring the patient is fully registered as early in the process as possible. • Obtains appropriate applications and forms, confirming signatures are on file. Photocopies/scans documents as needed. • Provides patients with financial responsibility information and collects patient liabilities, documents amounts in the appropriate fields, and balances the cash box daily. Works with partnering departments (Financial Counseling, Scheduling, Financial Clearance, and clinical areas) to ensure all aspects of the patient's encounter are completed as needed. • Provides wayfinding instructions and assist with hospital information as requested. • Coordinates patient admission needs, bed assignments, and tracking boards where applicable. • Meets or exceeds audit accuracy standards. Works worklists and error reports timely, and proactively seeks assistance to resolve as needed. • Maintains a safe environment complying with NLH policies and procedures; reports and directly addresses environmental hazards and violations of patient safety policy and/or protocol when involved or observed. • May perform other duties upon request.

Other Information :

Competencies and Skills

• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Applies Business Acumen:Demonstrates knowledge of current and future trends that impact organizational success. Applies proven practices and business theories to get results that meet financial as well as other business goals. Recognizes opportunities for new services and products and acts accordingly, taking measured risks into consideration. Possesses a thorough knowledge of their field and independently carries out their work in accordance with professional standards of the profession.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Types at 60+ words per minute. (only to be used as a condition of employment)
• Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.
• No previous experience required.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
• Seeks Process Improvement & Applies System Thinking: Possesses and gains insight into situations, problems and processes. Understands the interconnection between organizational elements. Deconstructs problems and systematically investigates the various components. Considers the impact of actions on the entire process/system. Detects problems and opportunities, recognizes important information, and links various data to trace potential causes and relevant details.

Education

• Required High School Diploma/General Educational Development (GED)

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Potential exposure to noise levels being uncomfortable.
• Potential exposure to noxious odors.
• Potential exposure to very hot or cold temperatures.
• Work with computers, typing, reading or writing.
• Lifting, moving and loading 20 to 30 pounds.
• Prolonged periods of sitting.