PBX Operator/Registrar

Description

PBX Operator - Receives and relays incoming and outgoing telephone calls for the facility. Provides directory information, transfers calls as appropriate. Makes general and emergency announcements over the facility’s PA system. Registrar - Arranges for the efficient and orderly admission of inpatients and admission of individuals who have hospital based outpatient testing or procedures. Ensures that the patient information is collected and that patients are aware of hospital policies and procedures. Interviews incoming patient or representatives and enters information required for admission into computer database. Distributes appropriate information to ancillary departments. Participates in performance improvement and CQI activities

Requirements

QUALIFICATIONS

• High school diploma or GED
• Current BLS
• Previous general office experience and/or previous admitting or medical insurance experience highly preferred

PBX OPERATOR ROLE AND RESPONSIBILITIES

• Operates an electronic switchboard to route incoming calls and to place outgoing calls. Answers telephone in a timely and polite manner; transfers calls to appropriate areas within the department and the hospital.
• Able to place long distance calls and conference calls as needed.
• Provides directory information to internal and external inquirers.
• Maintains current listing of all facility telephone numbers and extensions.
• Maintains current list of all beeper numbers; makes additions or changes as needed.
• Maintains a daily list of all facility staff on-call, including home phone numbers and beeper numbers readily available.
• Acts in a professional manner at all times.
• Knowledgeable of all departments and services available in the facility.
• Knowledgeable of emergency codes to be used over the PA system.
• Demonstrates the ability to be organized and flexible in stressful situations.
• Demonstrates excellent customer service skills.
• Performs other duties as assigned.
• Supports and maintains a culture of safety and quality.
• Scans documents as required.

REGISTRAR ROLE AND RESPONSIBILITIES

• Greet patients/visitors in a prompt, courteous and helpful manner.
• Responsible for accepting reservations for hospital services.
• Responsible for accepting reservations from a physician’s office and pre-admitting these patients.
• Responsible for preregistering patients for scheduled admissions and outpatient procedures, obtaining authorization and verifying insurance eligibility.
• Responsible for interviewing patients or their representative, where admission is unscheduled, for obtaining personal information or verifying information already on file, including emergency numbers and insurance information.
• Responsible for obtaining signatures on Conditions of Admission, IMM & Moon forms.
• Provides information to the patient/representative about billing, complaint process, patient rights, HIPAA and visiting hours. Distributes hospital specific literature.
• Responsible for insuring that a patient’s valuables are taken home by a family member or secured in the safe.
• Communicates appropriately and clearly to supervisor, nurse managers, co-workers and physicians.
• Consults other departments as appropriate to provide for an interdisciplinary approach to the patient’s needs.
• Responsible, when previous arrangements have been made or a co-payment is required, to collect such payments, record payment and forward to the Business Office staff.
• Responsible for knowing hospital policies and being familiar with hospital services that are available.
• Refers patient to the Business Office or MASH when financial arrangements need to be made.
• Demonstrates an ability to be flexible, organized and function well in stressful situations.
• Treats patients and their families with respect and dignity; ensures confidentiality of patients’ records.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Interacts professionally with patient/family and provides explanations and verbal reassurance as necessary.
• Maintains a good working relationship both within the department and with other departments.
• Complete QI log sheets daily and turn in to supervisor. Process and resolve any RQA/ECare Next error alerts daily.
• Ensures that documentation meets current standards and policies.
• Answers the telephone in a polite manner and communicates information to the appropriate staff/family member.
• Manages and operates equipment safely and correctly.
• Checks and stocks supplies as needed.
• Supports and maintains a culture of safety and quality.

REQUIREMENTS

• Support CMH’s mission, vision, core values and customer service philosophy
• Adhere to the CMH Compliance Program
• Assures/maintains compliance with all accreditation, statutory and regulatory standards at the local, state, and federal levels
• Comply with all organizational policies
• Maintain current clinical certification(s) and competencies required to support clinical staff
• Demonstrate outstanding customer service/advocacy, professionalism and integrity
• Perform other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of general office equipment
• Knowledge of medical terminology preferred
• Basic Microsoft office computer skills or the ability to learn such skills.
• Knowledge of customer service principles and techniques.
• Ability to multitask effectively, dealing with phone calls, patients, staff, and others pleasantly.
• Ability to communicate calmly and clearly with patients in all circumstances including when they are ill or have an emergency.
• Ability to analyze situations and respond appropriately

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

• Periodic stress of handling multiple patient registrations/admissions
• Exposure to odors, blood, body fluids, and excrements, adverse environmental conditions and hazardous materials
• Pushing and pulling heavy objects
• Full range of body motion including handling and lifting patients
• Position requires moderate to moderate lifting and carrying of 21-50 lbs.
• Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing
• Exposure to temperature and humidity changes