Patient Services Specialist - Swiftstar

Position Summary

The Patient Registrar will be responsible for performing all functions necessary to maintain the efficient
workflow of all front desk receptionist duties.

Essential Duties & Responsibilities

• Greet all patients as they arrive in a friendly, courteous, and professional manner
• Demonstrate and maintain a working knowledge of customer service principles, and departmental expectations regarding customer service
• Document in the computer system all necessary demographic, insurance, and financial information
• Maintain patient charts; including creating new files, scanning files into the computer system, filing, shifting, and breaking down charts
• Responsible for photocopying records and documents for billing purposes
• Perform clerical duties, including mail delivery, faxing, copying, and scanning
• Responsible for answering, screening, and directing incoming phone calls
• Collect co-payments or other applicable financial payments
• Facilitate daily deposits and perform cash reconciliations
• Maintain daily financial log including documenting patient financial class, amount owed, amount collected, and scanning completion
• Maintain daily patient log including documenting chief complaint, time and date of entry, time and date of exit, services rendered, and discharge/transfer information

• Document patient volumes for the previous day
• Maintain and compile reports and informational packets for distribution
• Perform any job related to the registration process
• Perform other duties as assigned

Safety/Infection Control

• Demonstrate knowledge of and adhere to regulations and Total Point policies and procedures pertaining to safety, emergency preparedness, infection control, OSHA, fire safety and hazardous materials

Performance Improvement Customer Service

• Participate in performance improvement activities as necessary
• Maintain confidentiality of patient related issues and adhering to all HIPAA rules and regulations.
• Demonstrate effective interpersonal skills
• Treat all patients, visitors, and staff members fairly and with respect
• Utilize effective communication methods and skills
• Explain all procedures, treatments, and care while remaining aware of language barriers

• Able to perform care in non-judgmental manner and recognize discrepancies between patient and personal beliefs

Emergency Center Policy

• Ensure personal appearance is business casual and professional at all times
• Responsible for wearing Emergency Center identification at all times
• Attend all Emergency Center required meetings and in-service education
• Remain flexible in staffing patterns and resolution of staffing conflicts; participates in temporary assignments
• Compliance with attendance standards

• Demonstrate flexibility when changes in assignments are necessary

EDUCATION & EXPERIENCE
• High school diploma or equivalent
• 1-3 years office experience in a health care setting preferred
• Previous customer service experience preferred
• Must be able to effectively communicate with customers both in person, and over the telephone
• Must have understanding of basic medical terminology

LANGUAGE/MATH/REASONING ABILITY
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to
write simple correspondence. Ability to effectively present information in one-on-one and small
group situations to customers, clients, and other employees of the organization
• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement,
volume, and distance
• Ability to apply common sense understanding to carry out instructions furnished in written, oral,
or diagram form. Ability to deal with problems involving several concrete variables in
standardized situations

COMPUTER SKILLS
• Basic computer skills

Competencies

Professional Maturity: The ability to separate emotional feelings from the real issues at hand
• Responsibility: The ability to accept choices you have made and the results they have led to
• Communication: The ability to write and speak effectively; actively listens to others, and give feedback
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives
• Intelligence: Understand information and apply new knowledge
• Energetic: Exhibits high levels of energy and enthusiasm
• Organized: Efficient in structuring tasks to be accomplished

• Computer Savvy: The ability to use technology efficiently and effectively
• Customer Service: The ability to enhance customer satisfaction
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization
• Integrity and Respect: Demonstrates upmost level of integrity
• Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
• Collaboration and Partnership: Encourages participation from team members
• Manages Change: Demonstrates flexibility with changing environments
• Problem Solving: Resolve issues in a timely manner
• Attention to Detail: Follows procedures to ensure entry of data
• Organization: Uses time efficiently by prioritizing and planning work activities
• Judgment: Ability to make independent decisions
• Teamwork: Works with others to accomplish objectives and shows support for decisions
• Quality: Sets high standards to ensure quality in work performed
• Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations

Physical Demands

• The physical demands for this position include: adequate vision, hearing, and repetitive motion
• Light physical activity performing non-strenuous daily activities of an administrative nature
• Ascending or descending stairs, ramps and the like, using feet and legs and/or hands and arms
• Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner

•Bending legs downward and forward by bending leg and spine

Work Environment

Well-lit, heated and/or air-conditioned indoor office setting with adequate ventilation