Job Description

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities: Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network, which employs hundreds of highly trained individuals, delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve.

Performs a variety of functions within the Patient Access Department related to accurate and timely collection of patient demographic information, insurance verification, co-pay collection, and determining and obtaining applicable signatures. Understands the importance North Country Healthcare places on providing exemplary customer service. Understands and applies relevant legal concepts (e.g. confidentiality, patient rights, etc.) Completes other tasks as assigned by Patient Access management.

POSITION REQUIREMENTS

Education:

• High School Diploma or equivalent

Licensure:

• Certifications: Not required

Skills:

• Good communication and customer service skills with a pleasant, clear speaking voice.
• Must have good organizational skills with the ability to prioritize workload.
• Work Experience: One(1) year of hospital or health care experience in registration or business office environment preferred.
• Must demonstrate knowledge and use of applicable software applications.
• Knowledge of medical terminology and insurance preferred.

ESSENTIAL FUNCTIONS:

• Functions as primary receptionist for all incoming patients to the department
• Maintains excellent customer service skills, recognizing the needs of patients, families, and visitors, as well as co-workers and other staff.
• Check patients in and out for their appointments.
• Prints the visit summary and appointment cards as necessary.
• Enters all required data into the appropriate electronic medical record modules, verifies demographic and insurance information, and revises it as necessary.
• Reviews orders for accuracy and completeness as necessary.
• Places patients on the ED Tracking board and monitors for active orders as needed.
• Responsible for making status changes for patients based on ADT orders in some areas.
• Utilizes AccuReg software to verify insurance coverage and registration accuracy, making changes and notifying other departments as necessary.
• Obtains and witnesses appropriate signatures on consent to treat and all required documentation (i.e.
• IMM, ABN, etc.)Scans all insurance cards (front and back).
• Obtains/scans relevant documents for the medical record.
• Refers possible payment problems to the appropriate financial counselor.
• Collects payments for services or co-payments from patients as required, following EMTALA regulations for emergency department patients.
• Reconciliation of cash drawer
• Attaches referral/ARM to appointments as needed.
• Handles all incoming phone calls to the department, paging responsibilities for the hospital and paging of on call staff as needed per facility.
• Monitors all alarms and security cameras, paging using the emergency code system as needed.
• Proactively utilizes slow periods in a creative and business minded manner, performing tasks such as organizing, sorting, reviewing own registrations for accuracy, aiding a coworker, cross training, etc.

Patient Access Representative – Addendum for Customer Service and Greeting Duties

This addendum supplements the existing job description and outlines responsibilities, expectations, and compliance requirements unique to the Durable Medical Equipment (DME) environment.

1. Lobby Coordination:

• Oversee all activities in the Main Lobby to create a welcoming atmosphere for everyone entering the facility.
• Maintain awareness of individuals in the lobby, ensuring smooth operations by understanding their reasons for visiting.

• Work closely with departments located within and beyond the Main Lobby to coordinate activities and provide seamless service.
• Foster strong relationships with department staff for efficient information flow.

• Engage with volunteers at the Customer Service desk and nearby departments, ensuring they are informed and supported.

• Establish contact with patients, visitors, employees, and others as they enter through the Main Lobby.
• Provide assistance and information to enhance their experience and address their needs promptly.

• Portray North Country Healthcare’s values of warmth, care, and professionalism at all times.
• Be a point of contact for queries, helping direct individuals to the appropriate areas or personnel.

Other duties as assigned

NON-ESSENTIAL FUNCTIONS:

Performs additional duties as assigned.

Adheres to facility Values, Service Excellence, and Standards of Excellence.

PHYSICAL REQUIREMENTS

Activity:Balancing - Over 2/3 of the time

Climbing - N/A

Crawling - N/A

Crouching- N/A

Feeling - Under 1/3 of the time

Grasping - Up to 2/3 of the time

Handling - Up to 2/3 of the time

Hearing - Over 2/3 of the time

Kneeling - N/A

Reaching - Under 1/3 of the time

Sitting - Over 2/3 of the time

Standing - Over 2/3 of the time

Stooping - Under 1/3 of the time

Talking - Over 2/3 of the time

Walking - Up to 2/3 of the time

Weight Lifted or Forced: Up to 10lbs.- Under 1/3 of the time--Up to 25lbs.- N/A---Up to 50lbs.- N/A---Up to 100lbs.- N/A---More than 100lbs.- N/A

Use of Hands/Feet:Gross Motor FunctionRight HandLeft HandRight FootLeft FootPrecise / Fine ManipulationRight HandLeft HandOther:Body Fluid Exposure - NoColor Blindness Test Required - NoExposure to Chemicals - NoVisual Requirements - YesAudio Requirements - YesDriving - Typically No