Emergency Dept Rep I-Emergency Dept Reps

Job Details:


SUMMARY OF POSITION DESCRIPTION:

This position encompasses pre-admits and emergency admissions, patient registration for emergency department services, collection of demographic, accident and billing information, establishment of patient accounts, determination of insurance coverage, and eligibility. Working in a major entry point to the hospital for emergency admissions this position coordinates closely with the clinical triage process in the Ed. The representative also provides the first contact with Maine Medical Center for many patients, their family and friends and serves as their customer service resource for general problem resolution. Staff must convey a caring and professional environment for seriously ill patients while ensuring that the required demographic, financial and billing information is accurate and complete prior to the patient leaving the department and the production of a bill.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

1. Ability to perform multiple tasks simultaneously while maintaining accuracy.

2. An ability to work somewhat independently (without direct supervision) the department operates 24 hours per day, seven days per week.

3. The work requires verbal and written communication skills, and the ability to accomplish duties in an accurate and efficient manner.

4. This position requires 1)The employee to have experience with or the capability to be trained to a high degree of skill in analytical and complex problem solving 2)The ability to handle complex detail, and 3)The discipline to follow-through with persistent thoroughness to the accurate conclusion of each case presented to them.

5. Must have strong customer service skills with the sensitivity and intuition to detect hidden stresses or problems and with the ability to be resourceful and creative in their resolution. Must maintain a high energy and positive outlook, as well as a calm and impartial response in dealing with a wide variety of complaints, personalities, levels of stress, complicated situations, illness, and urgent demands. Must have the interpersonal skills to deal effectively, cordially and compassionately with a diverse group of physicians, other staff personnel, as well as outside hospitals, agencies and the general public. These skills must include the capacity to be sensitive to the individual problems of each patient in obtaining patient information, solving complex patient and payment problems.

6. High school diploma is a minimum requirement. Two to five years of employment history with related experience involving the preparation of reports, completion of forms, use of computers, and working with the public. Prior experience with insurance and or medical billing is highly preferred

7. The representative needs: 1)A general knowledge of state and federal agencies, regulations 2)Understanding of medical terminology 3)Understanding of basic customer relations principles, and 4)The ability to deal with complex billing systems all at a level that would be acquired through prior related experience and 6 months of intensive on the job training in billing and collections; hospital polices and computer systems, Patient Accounts functions, and the detailed functions of Emergency Registration.

8. An ability to determine which one of possible 500 constantly changing insurance products, each with potentially multiple and differing contracts applies to the patient being admitted. An ability to determine and implement the specific related requirements necessary to prevent later denial of charges by the carrier.

9. An ability to deal effectively with hostile, disruptive, verbally offensive and or distressed patients and their families.



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