Patient Representative/ Switchboard Operator - North Country Hospital

Statement of Purpose

Switchboard Operator is a key point of contact for patients in making sure they can speak to relevant departments about their care. You will receive calls and pass them on to the correct person or department. Callers who might be anxious or upset you will have to calm them down or reassure them of the importance of their call. Performs various routine clerical duties. Abides by all regulations of HIPAA regarding patient health information (PHI).

Essential Functions, Duties and Responsibilities

• Operates multiple line console to relay incoming, outgoing and internal calls.
• Answers and screens call for the hospital and for all answering services per established protocol. Relays calls to appropriate department or extension number; transfers or holds calls when necessary.
• Instructs callers in directing best means of contacting services directly.
• Transfers calls to patient rooms who are inpatient on Preventive Care Unit or Maternal Child Unit.
• Maintains the Patient Access Call Log. Enters caller name, patient involved and reason to speak with the on-call doctor onto the call log. Pages the doctor on call, using their appropriate beeper number. Connects the doctor to the patient by transferring through a telephone call.
• Maintains the On Call calendar with the correct on-call doctors for the various levels of care needed.
• Assist with handing out visitor badges for individuals coming to the hospital after hours to visit family or friends that are inpatients.
• Quality Assurance (QA) of ONP orders to be certain the orders are entered correctly in each patient’s encounter and the accuracy of its information.
• Quality Assurance (QA) orders received from radiology department to be certain the orders are entered correctly in each patient’s encounter and the accuracy of its information.
• Quality Assurance (QA) Explanation of Benefits (EOB), insurance appeals and other related insurance information received from Patient Financial Services.
• Quality Assurance (QA) scanned PHI from Health Information Management (HIM).
• Scans into patient charts information relating to financial assistance and insurance coverage verifications.

Teamwork

Work collaboratively with co-workers departmental and cross-departmental Participate in achieving common goals. Share knowledge and expertise willingly. Offer/lend assistance as needed.

Reports To

Manager of Patient Access

Working Conditions

General office conditions but may be required to sit for extended periods of time depending on workstation.

Job Requirements

High school diploma or equivalent required. Computer and electronic communications skills required.

Good communication skills, telephone skills.

Excellent customer service skills

Able to be friendly, welcoming with patience and understanding.

Able to deal with individuals who maybe angry or upset.

Must be organized and have clerical experience.

PI249686136