Position Function: Responsible for the complete and accurate collection of patient demographic information. Serves as the initial contact for patient billing. Answers hospital switchboard and routes calls as requested. Plays an integral role in disaster procedures. Unit Based Essential Functions and Responsibilities Job Class Specifics 1. Conducts patient interview to obtain accurate demographic, insurance information for inpatient, surgical, emergency room and outpatient services. 2. Patient estimates are provided for outpatient and surgical services along with providing an explanation of benefits to the patient and/or guarantor. 3. Collections are made on out-of-pocket expenses provided from the patient estimate along with ED copays. 4. Reconciling the daily banking deposits at the end of day. 5. Prepare deposit for pick up next business day. 6. Assist patients making a payment via the welcome devices and/or personal device. 7. Follows the standard of work for sending POS letters for surgical patients who are not active in the Patient Portal. 8. Provides assistance to patients utilizing the welcome device and/or personal device. 9. Adheres to following the EPIC Insurance Manual regarding participation of payor and plans. 10. Obtains waiver forms when applicable along with adding the appropriate occurrence code. 11. Obtains authorizations and referrals as required by insurance. 12. Verifies insurance requirements for upcoming services according to departmental standard of work. 13. Utilizes various software programs for insurance verification. 14. Follows the process for Documents within EPIC, scanning of insurance card(s), photo ID, completion of necessary forms. 15. Maintains all equipment in a safe working condition; notifies the proper department(s) of malfunctioning equipment or unsafe conditions along with submitting an S1 when applicable. 16. Maintains a neat, clean work area; communicates to Environmental Service as appropriate. 17. Participates in cross-training efforts to facilitate staff coverage during absences and to promote teamwork. 18. Attends scheduled departmental in-services, staff meetings and huddles to develop communication skills, learn new forms/procedures, etc. 19. Understands and knows what to do in the event of an emergency situation. 20. Informs staff member of supply needs to maintain forms, materials, equipment, and supplies inventory. 21. Serves as a preceptor/mentor. 22. Willingly accepts new and /or additional responsibilities. 23. Reviews patient order, ensuring that correct ordering doctor is listed on all orders along with validating that order has not expired. 24. Identifies the proper Workqueue(s) for daily accounts that need corrected and/or pre-arrival work completed. 25. Maintains 95% or higher on percentage workflows without warnings on the Patient Access User Scorecard 26. Strives to avoid creating duplicate unit numbers. 27. Prioritizes workload at beginning of shift and throughout, so that time lines and volume of workload done minimized patient waiting time. 28. Workqueues are identified, worked and in some cases making contact with patient(s) prior to services. 29. Schedules patient procedures/appointments in accordance with departmental standard of work. 30. Knows the organization and can provide information and direction. 31. Coordinates direct admit and transfer calls. 32. Runs required report(s) as assigned. 33. Performs other related duties as assigned. 34. Answers all telephone calls in a tactful and timely manner - this includes, but not limited to the switchboard Provides a great handoff when transferring internally. 35. Familiarizes self thoroughly with the different alarm systems and emergency equipment located at the switchboard; handles call alarms in a calm and efficient manner. Implements the procedures for a disaster/fire drills once it has been initiated by Administration. 36. Utilizes company email for internal/external communications. 37. Handles all communication to patients and hospital employees with the highest regard for good customer service without becoming defensive. Treats all customers with a highest degree of respect. Qualifications and Standards Education: High school graduate or equivalency required. Completion of a medical terminology course is a plus. Experience: Experience applying customer service behaviors and communication skills required. Experience as a registration receptionist preferred. Computer and customer service experience preferred. Minimum typing speed of 45 words per minute preferred. Knowledge of insurances helpful. Certifications/Licensure: None required. **Quality of Life** Franklin County, named after Benjamin Franklin, was officially formed in 1784. One of its two main towns, the borough of Chambersburg, lies 13 miles north of Maryland and is known for its "green, safe environment." In the southern part of Franklin County, the borough of Waynesboro sits just two miles north of the Mason-Dixon Line and is known for its rich industrial history. Franklin County is in the heart of Central Pennsylvania, where you'll find mountains, lakes and a picturesque countryside coupled with theater, music, skiing, hunting, fishing and much more. We're in the heart of America's fruit orchards, so peaches, apples and lots of other local produce are available close by. The area features local wineries and breweries, along with a vibrant arts scene at the historic Capitol Theatre and Totem Pole Playhouse. Franklin County merges the best of small-town friendliness with easy access to metropolitan areas. (Patient population: 154,000) WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.