Job Description

University of Utah Job Description

Job Summary

Provides exceptional care for our patients and guests by offering them professional service and creating a memorable and rewarding patient experience. Accurately and professionally handling all from desk operations including, but not limited to, all phases of the patient registration and scheduling process. Includes, greeting patients, facilitating appointments, answering phones and balancing daily collections. Advises patients on all financial obligations which may include establishing payment plans. Address inquiries, and forwards other requests to appropriate personnel.

Qualifications

Excellent communication and interpersonal skills. High level of ownership, accountability and initiative Strong organizational and follow –through skills. Highly motivated with attention to detail and the ability to work efficiently and independently. Technically strong and willing to learn new applications and software. Must have an excellent demeanor and present themselves in an exceptional, mature and professional manner. Demonstrates a passion for providing excellent customer service.

This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Essential Functions

• Provides and exceptional patient experience by delivering a high level of service to every patient, every time. This includes greeting and directing patients to correct destinations.
• Anticipates the needs of our patients and guests then responds in an accurate and timely manner to achieve exceptional customer satisfaction with their visit.
• Handles all interactions with the highest level of hospitality and professionalism; accommodating special request whenever possible and resolves patient concerns.
• Acts as a liaison between patients, guests, back office staff and providers.
• Assists patients with automated medical record access, registration and scheduling process as needed.
• Trouble shoots any technical problems within the front office flow.
• Completes with 90% accuracy all established and new patient registrations by reviewing accounts and other compliance-related documents.
• Verifies patient benefits and eligibility when needed.
• Prepares any necessary paperwork for patient visit.
• Collects all necessary co-pays, deductibles, and co-insurance as needed.
• Reconciles against daily charge and cash reports.
• Responds to telephone calls and correspondence regarding accounts status, payment arrangements, and concerns. Resolves billing or charge disputes or forwards problem accounts to appropriate individual for resolution.
• Inventory management and maintenance.
• Acts as a lead for Volunteers.
• Performs other duties as required.

Comments

Other Skills/Knowledge/Abilities

• Ability to assimilate data from various sources.
• Ability to display active listening and verbalize empathy.
• Ability to quickly learn new procedures and process.
• Able to prioritize and multi task in a fast paced environment.
• Ability to develop relationships with patients, guest and coworkers.
• Have knowledge of HIPPA regulations to insure patient information is guarded and respected.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking. 

Seldom: Bending, reaching overhead.

The staff member must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.  The individual must demonstrate knowledge of the principles of life span growth and development and the ability to assess data regarding the patient's status and provide care as described in the department's policies and procedures manual.