Patient Access Receptionist/MA- Emory

Quality behavioral expectations

Generally and in all job specific duties

Uses critical thinking skills to determine evidence based solutions. Systematically gathers and reviews pertinent information to prevent errors (PDCA -- Plan, Do, Check, Act). Pursues individual or team learning and growth opportunities to continually build skills. Understands and abides by all safety regulations.

• Service excellence behavioral expectations
• Generally and in all job specific duties: Maintains patient confidentiality. Rounds regularly with patients, direct reports and/or customers. Uses telephone and elevator etiquette. Acts as an employee ambassador. Committed to know hospital service lines and shows pride in our organization. Uses AIDET when dealing with internal or external customers.

• Fiscal responsibility behavioral expectations
• Generally and in all job specific duties: Takes responsibility for solving problems. Treats company resources responsibly. Performs work functions timely and accurately. Respects our environment; keeps public areas neat and clean and returns supplies to the appropriate areas.

People behavioral expectations

Generally and in all job specific duties

Supports the team through good attendance. Maintains a professional appearance. Creates a positive team environment; flexible and supportive setting an example of cooperation. Uses meaningful communication; provides honest feedback that is valuable and not critical and discourages negative talk and gossip. Respect co-workers.

Job specific functions

• 1.
• Demonstrates an understanding of and adherence to the HMHD Compliance Plan.
• 2.
• Conduct reflects HMHD's values and a commitment to HMHD's Code of Conduct.
• 3.
• Attends the required corporate integrity and compliance training and education programs.
• 4.
• Demonstrates proficiency in understanding the materials presented during the corporate integrity and compliance training and education program.
• 5.
• Complies with all HIPAA standards.
• 6.
• General responsibilities: 7.
• Welcomes patients and visitors in a courteous and professional manner in person or on the telephone, and answering or referring inquiries.
• 8.
• Optimizes patient satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.
• 9.
• Keeps patient appointments on schedule by notifying provider of patient's arrival, reviewing service delivery compared to schedule, and reminding providers of service delays.
• 10.
• Comforts patients by anticipating patients' anxieties, answering patient questions, and maintaining the reception area.
• 11.
• Demonstrates ability to effectively communicate (written & oral) with individuals and groups of various backgrounds and educational levels in high stress situations.
• 12.
• Demonstrates ability to manage multiple, changing priorities in an effective and organized manner, under stressful demands while maintaining exceptional customer service.
• 13.
• Obtains complete and accurate demographic, insurance and financial data to complete registration.
• 14.
• Protects patient rights by maintaining confidentiality of medical, personal, and financial information.
• 15.
• Contributes to team effort by accomplishing related results as needed.
• 16.
• Updates and maintains patient database according to established procedures.
• 17.
• Completes and balances all daily transaction paperwork.
• 18.
• Maintains an open line of communication with all team members.
• 19.
• Maintains consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• 20.
• Answer Telephones, assist with follow up appointments 21.
• Patient Check In and Out 22.
• Collect Copayments and Counter Payments 23.
• Eligibility and benefits 24.
• Assures completion of required forms 25.
• Scan and Index Documents into System(s) 26.
• Account for Daily Encounters 27.
• Balance Cash Drawer 28.
• Transmission of Documents to All External Entities 29.
• Prepare Paperwork for Daily Clinic 30.
• Manage Outstanding Patient Balances and Collect as Patients Flow Through Clinic Environment 31.
• Support Physician and Co Workers in General Administrative Tasks 32.
• Back Office: 33.
• Greet and room patient in a professional and courteous manner 34.
• Vitals 35.
• Obtain History/Physical, Reason for Visit 36.
• Reconcile Medication(s) with Patient 37.
• Assist Physician/Provider in Patient Interaction and Procedures 38.
• Patient Treatment Room Preparation and Maintenance 39.
• Data Entry of Demographic and Clinical Information into HMRP System(s) 40.
• Communicating Lab and Procedure Results to Patients 41.
• Review and Clarification of patient consent forms with patient prior to patient signing forms 42.
• Call/Process Prescriptions to Pharmacy as applicable 43.
• Ability to provide and explain instructions for Patient Procedure Preparation, Prescription, and other directives needed with regard to patient education 44.
• Preparation of Chart information for Physician as needed/requested 45.
• Knowledge and proper demonstration of how to safely and properly draw and administer injections 46.
• Inventory Maintenance 47.
• Strong knowledge of anatomy, physiology, and medical terminology