Outpatient Services Tech

WOOSTER COMMUNITY HOSPITAL JOB DESCRIPTION

Outpatient Services Tech

MAIN FUNCTION:

Greets customers in a friendly and courteous manner whether in person or on the telephone. Functions including obtaining all necessary biographical and billing information and entry of this information accurately into the Meditech computer system; knowing contracted versus non-contracted insurances. Point of service collections.

Collects venous and capillary blood samples from patients using appropriate collection devices and tubes. Labels blood samples with all required patient information. Enters patient orders into the Laboratory computer system.

Acts in compliance with Patient Access, Laboratory and hospital policies and procedures.

Performs a variety of additional tasks essential to the Laboratory and Patient Access Department that include but are not limited to scanning required documents, faxing reports, answering and placing phone calls, along with point of service collection, status changes, usage of tools provided. (Passport/Experian, CGS and Chase Online POS Terminal

RESPONSIBLE TO: Director, Laboratory and Director and Manager, Patient Access

MUST HAVE REQUIREMENTS:

• High School Diploma or GED

PREFERRED ATTRIBUTES:

• Ability to work independently or as a team
• Familiarity with medical terminology
• Phlebotomy training and / or experience OR
  1. Certificate in Medical Assisting or Phlebotomy
• Medical Office or clerical related experience
• Computer literacy and multi-application competency
• Follows appropriate Service Standards

NOTE:

• Employees in this position may be exposed to blood, bodily fluids, and/or airborne pathogens and are required to wear personal protective equipment.
• Employees in this position must be able to push, pull, lift, carry, turn, crouch, and bend as necessary to complete laboratory tasks.

Leadership

• Accepts and responds to change productively, while maintaining a positive attitude
• Demonstrates appropriate workplace behavior and competence in job duties. Work habits are consistently adjusted to accommodate multiple responsibilities and are prioritized and completed in an independent and timely manner. Effectively utilization of time management and organizational skills.
• Demonstrates basic conflict resolution skills
• Completes all assignments and competency requirements on time
• Maintains an orderly working environment.

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POSITION EXPECTATIONS: All expectations detailed below are considered ADA (American Disabilities Act) essential.

• Ability to serve as a single department receptionist, greeting patients, answering phones, and full registration functions.

• Inputs required patient information into computer in a complete, accurate manner according to procedures using good typing and clerical skills.

• Communicates with appropriate clinical staff and/or charge person regarding urgent or add-on appointments.

• Outpatient staff may be requested to contact 911 for clinical personnel and then to provide location direction or rapid response. (If Satellite)

Operations:

• Understands Wooster community Hospitals core mission, vision, and values.
• Answer the phone professionally by identifying themselves and department
• Follows all hospital policy and procedures as outlined in Policy Stat
• Inputs required patient information into computer in a complete and accurate manner

• Responsible for obtaining and entering subscriber information required by law, asking all patients for correct information and verifying all insurance information through Passport/Experian insurance verification tool.

• Obtains appropriate signatures: such as permission to treat insurance authorizations if necessary, assignment of benefits, HIPAA, and Medicare Beneficiary Notice. Assists with completion of HCAP and WCH Charity Care applications. Working knowledge of the programs is essential.

• Evaluates physician orders for appropriate elements. Reads all physician orders for instructions and tests ordered, and enters orders accurately, completely, and with proper notification information.
• Provide patient(s) when appropriate to Patient Financial Services for package pricing or estimate costs for procedures or testing.
• Monitors registrations by usage of tools and makes follow-up phone calls to ensure accuracy of demographic and financial information in a timely manner
• Uses Point of Service collection policies and procedures, obtains co-pays and co-insurance estimates according to the Passport/Experian insurance verification tool, when applicable according to policy
• Maintain Passport/Experian work queue, making necessary corrections for all errors. Accuracy performance for their registrations is based on a 95% or higher benchmark
• Provides patient information in compliance with HIPAA confidentiality to telephone operator, information desk, visitors, other departments, third party payers and other institutions as needed
• Consistently uses appropriate PPE personal protective equipment follows safety policies
• Selects appropriate specimen type (venous, capillary) based on age and test requirements
• Demonstrates competence in the sample collection process involving samples from all age groups utilizing venous, capillary, or heel-stick techniques and adjusting specimen collection approach appropriately for each situation:

Neonates (birth through 28 days)

Infants (29 days through 12 months)

Pediatrics (1 year through 11 years)

Adolescents (12 years through 18 years)

Adults (19 years through 64 years)

Geriatrics (65 years and older)

• Collects the proper amount of specimen in the proper collection container, labels specimens accurately and appropriately
• Routes specimens to appropriate area or department of the lab or reference lab
• Responds promptly to patients, with particular attention to STAT test orders. Notifies lab staff performing test procedure of STAT test order(s).
• Monitors proper labeling, dating, inventory and storage of supplies. Restocks inventory as necessary.
• Seeks assistance of other staff members as needed
• Works in Laboratory and Patient Access areas as assigned according to the needs of the schedule. Maintains flexibility in scheduling and availability.
• Performs general clerical duties when applicable including: reports, typing, answering phone calls, and messages with appropriate follow-up.
• Opens and closes department according to procedure scheduled shift
• Other duties as assigned by management team

Customer Service

• Displays a positive attitude. Treats others with honesty and respect. Speaks positively in all internal or external customer interactions. Consoles and assists patients and families.
• Assesses customer satisfaction when interacting with patients and other non-patient customers and uses appropriate chain of command for unresolved issues or problems.
• Utilizes appropriate communication skills:
  1. Optimize the patient’s experience by reducing the patient and families anxiety
  2. Develop positive relationships with other departments to foster patient satisfaction
  3. Encouraging expression of ideas, concerns, and expectations by listening carefully, explaining information clearly and trying to understand the other’s experience.
• Use face to face resolutions (crucial conversations) to intervene with patients or staff in situations where customer needs have not been met in order to determine a positive, mutually agreeable outcome.

• Always uses courteous telephone techniques when talking to physician's office, patients and all other phone calls received.

• Ability to answer patient or visitor questions and direct them where help is available.

• Promote hospital services

Staff Development / Personal Growth

In conjunction with the Department Director(s):

• Function as a preceptor, seeking learning opportunities for orientee. Interact with department director, to evaluate orientee progress toward goals, identifying additional needs.
• Demonstrate professional growth by participating in Performance Improvement Projects
• Demonstrates initiative and responsibility by developing personal, leadership, and career goals.
• Accepts feedback as opportunity for growth
• Demonstrates knowledge and understanding of new policies and procedures, practices, changes in practice, and initiatives. Obtains this knowledge via staff meeting attendance, reading of communication, required hospital education, and discussions with departmental leadership and peers.

Performance Improvement

• Identify processes to be improved and communicate to management team. Assists in data collection as directed.

• Develop and maintain an awareness of CAP (College of American Pathologists), CLIA (Clinical Laboratory Improvement Amendment), DNV-GL, CMS (Centers for Medicare Services), as well as other quality and safety measures.

• Develop and maintain an ongoing understanding of current practice for the types of patients for whom care is provided.

Rev: 11/15, 10/19