Business Service Rep - Hospital

Overview

This position is responsible for job functions within the following areas:
Emergency Room Registration, Outpatient Hospital Registration, and Switchboard. Emergency Room & Outpatient Hospital Registration are responsible for obtaining registration information, insurance information and verification, and authorizations from new and established patients. Responsible for screening, scheduling and directing patients to appropriate providers and services. Conveys a positive image of Carle and provides providers information to patients to fully utilize and benefit from Carle services both on the telephone and face‑to‑face and to ensure that the needs of patients are met.

Checks patients in upon their arrival for scheduled/walk‑in appointments and visits and facilitates up‑front collection of co‑payments.

Switchboard is responsible for the following:
Receive, screen, and relay incoming and outgoing long distance, local and inter‑communication calls through use of computerized communication systems to include, but not limited to Ascom console. Receive, dispatch and document data to teams in emergencies and/or life‑threatening situations including, but not limited to, codes. Page and/or overhead page authorized personnel over PA system in accordance with policy and in a clear, concise and professional manner.

Provide information regarding Carle to staff, and the public reviewing sources as necessary including, but not limited to, on‑call schedules and non‑confidential patient information. Maintain and relay current listing of telephone and paging numbers incorporating changes and new assignments as they occur. Assist in the training of new Switchboard Team Members. Perform other related duties incidental to the work described herein.

Certifications:

(none specified).

Education:

Experience in lieu of education;
Associate's Degree:
Related Field.

Work Experience:

(as required).

For Outpatient Hospital Registration:
Confirms patient identification, registers/checks in patients upon their arrival for scheduled and walk‑in appointments/visits, transcribes orders, answers phone calls, and directs patients as needed.

For Emergency Room Registration:
Confirms patient identification, checks patients in upon their arrival per the patients' symptom protocol, collaborates with ER clinical team members and EMS services, collects and completes necessary admission documents and forms, completes direct admits, and checks in outpatient visits for non‑ED patients as needed.

For Switchboard Operator:
Answers all incoming calls in a pleasant and professional manner, transfers calls accordingly, pages the following: departments, nursing administrator and on‑call personnel as needed, and communicates and reports emergency information in a timely manner to avoid delay in patient care/employee safety. Requests, locates, sends, receives, and scans patient medical records as needed. Understands computer applications common to the desk areas.

Adheres to and enforces Carle Foundation Administrative and Departmental policies and procedures. Assists in training new Business Services Representative staff and serves as role model by conducting self in a responsible, professional manner at all times. Accurately explains and completes registration and admitting forms. Obtains signatures from patients and policyholders. Explains and obtains patient signatures for Consents, Assignment of Benefits, ABN's and Notice of Non Coverage forms.

Participates in project planning for department and performs specialized tasks consistently. Suggests ways to improve processes. Completes Medicare Secondary Payer (MSP) form in accordance with Medicare laws. Follows up on necessary information. Interviews and identifies patients with the potential for financial hardship and/or without third‑party coverage and works with the patient for resolution. Provides essential information regarding Carle's Financial Assistance Program or payment arrangements.

Performs insurance eligibility verification by using Real Time Eligibility (RTE) for payer information when possible. Understands terms and information listed on RTE reports.…