Discharge Patient Representative - North Country Hospital

Who we Are:

Nestled into the most northern part of Vermont, North Country Hospital is a community-focused 25 bed critical access hospital, where we prioritize the well-being of our neighbors. North Country Hospital is more than just a healthcare provider; we are a vital part of the community, working together to build a healthier future. Our patient’s health is our priority, and we go above and beyond to care in every way possible.

Position Statement:

Discharge Patient Representatives serve an essential role as a contact for patients and visitors. Serving as administrative assistant who is responsible for helping patients gain access for medical care and treatment as well as guide visitors according to North Country Hospital current policy and protocol as requested. Interacts with other hospital departments staff, physicians, patients, patients’ family, friends, and co-peers respectably and courteous. Abides by all regulations of HIPAA regarding patient health information (PHI).

Key Responsibilities:

• Review of ER patient encounters for accuracy of demographics, advance directives, insurance(s) verifications and personal ID.
• Review that the correct insurance and ID are scanned into NCH system.
• Bedside interviews when staff is unable to complete.
• Assist with floor paperwork for our Medicare Patients admitted from the ER to the floor.
• Assist with self-pay estimates and collections of co-pays.
• Notifying the Navigators of self-pay patients in the ER and assisting with setting up the interview for the Navigators to meet with patient.
• Assist the switchboard with answering incoming calls and directing the calls to the appropriate department or individual.
• Assist and direct visitors to their family member, friend etc. that are in the facility and are allowed to visit.
• Direct individuals for any weekend classes on where to go.
• Assist patient representatives with patient quick registration when there is an immediate need.

Knowledge, Skills and Abilities:

• 5+ years of experience providing excellent customer service to patients and their families.
• Medical terminology preferred
• Skilled in problem-solving, time management, and multitasking.
• Committed to providing compassionate care and maintaining patient confidentiality.
• General office conditions but may be required to sit for extended periods of time depending on workstation
• Computer and electronic communications skills required, with one-year prior office experience preferable.
• Able to present a neat and orderly appearance.

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