Outpatient Services Technician

2 weeks ago

Wooster, Ohio, United States Wooster Community Hospital Full time
Job Overview

Wooster Community Hospital Job Overview

Position: Outpatient Services Technician - Outreach

PRIMARY ROLE:

The Outpatient Services Technician serves as the initial point of contact for patients, ensuring a welcoming and professional atmosphere both in-person and via telephone. Responsibilities include gathering essential biographical and billing details, accurately inputting this information into the Meditech system, and understanding the nuances between contracted and non-contracted insurance plans. The role also involves collecting payments at the point of service.

This position requires the collection of venous and capillary blood samples from patients using appropriate techniques and equipment. Each sample must be correctly labeled with the necessary patient information, and patient orders must be entered into the Laboratory system.

Compliance with all Patient Access, Laboratory, and hospital policies and procedures is mandatory.

REPORTING STRUCTURE: Reports to the Director of Laboratory and the Manager of Patient Access.

ESSENTIAL QUALIFICATIONS:

  • High School Diploma or GED.
  • Valid driving record (fewer than 6 points and no DUI/DWI) and active car insurance.

PREFERRED SKILLS:

  • Ability to work autonomously or collaboratively.
  • Knowledge of medical terminology.
  • Experience or training in phlebotomy or a certificate in Medical Assisting or Phlebotomy.
  • Experience in a medical office or clerical role.
  • Proficiency in computer applications and multi-tasking.
  • Adherence to service standards.

NOTE:

  • Employees may encounter blood, bodily fluids, and airborne pathogens and are required to use personal protective equipment.
  • Physical capability to push, pull, lift, carry, turn, crouch, and bend as needed for laboratory tasks.

LEADERSHIP EXPECTATIONS:

  • Embrace and adapt to change positively.
  • Exhibit professionalism and competence in job responsibilities, effectively managing multiple tasks independently and timely.
  • Demonstrate basic conflict resolution abilities.
  • Complete all assignments and competency evaluations punctually.
  • Maintain an organized work environment.

POSITION RESPONSIBILITIES: All responsibilities outlined below are considered essential under the ADA (Americans with Disabilities Act).

  • Serve as the primary receptionist for the department, welcoming patients, answering calls, and managing registration functions.
  • Accurately input required patient data into the computer system following established procedures.
  • Coordinate with clinical staff regarding urgent or additional appointments.
  • May be required to contact emergency services for clinical personnel and provide location guidance.

OPERATIONS:

  • Understand and align with Wooster Community Hospital's core mission, vision, and values.
  • Professionally answer the phone, identifying oneself and the department.
  • Adhere to all hospital policies and procedures as outlined in Policy Stat.
  • Ensure accurate entry of patient information into the computer system.
  • Collect and verify insurance information using the Passport/Experian tool.
  • Obtain necessary signatures for treatment permissions, insurance authorizations, and other required documents.
  • Evaluate physician orders for completeness and accuracy.
  • Provide patients with information regarding financial services for procedures or testing.
  • Monitor registrations and follow up to ensure accuracy of demographic and financial information.
  • Utilize Point of Service collection policies to collect co-pays and co-insurance estimates.
  • Maintain the accuracy of the Passport/Experian work queue, correcting errors as necessary.
  • Ensure compliance with HIPAA confidentiality when sharing patient information.
  • Consistently use appropriate personal protective equipment and follow safety protocols.
  • Select the correct specimen type based on age and test requirements.
  • Demonstrate proficiency in sample collection techniques across all age groups.
  • Collect and label specimens accurately and route them to the appropriate lab areas.
  • Respond promptly to patient needs, especially for STAT test orders.
  • Manage inventory and supplies, restocking as needed.
  • Work flexibly in Laboratory and Patient Access areas as required.
  • Perform general clerical duties, including report generation and phone communication.
  • Open and close the department according to established procedures.
  • Complete other duties as assigned by management.

CUSTOMER SERVICE:

  • Maintain a positive demeanor, treating all individuals with respect and honesty.
  • Assess customer satisfaction and escalate unresolved issues appropriately.
  • Utilize effective communication skills to enhance patient experiences.
  • Foster positive relationships with other departments to improve patient satisfaction.
  • Encourage open communication by actively listening and addressing concerns.
  • Utilize face-to-face resolutions to address unmet customer needs.
  • Employ courteous telephone techniques in all communications.
  • Assist patients and visitors with inquiries and direct them to appropriate resources.
  • Promote hospital services effectively.

STAFF DEVELOPMENT:

In collaboration with Department Directors:

  • Act as a mentor, facilitating learning opportunities for new staff.
  • Engage in professional development through Performance Improvement Projects.
  • Set personal and career growth goals.
  • Accept constructive feedback as a means for improvement.
  • Stay informed about new policies and practices through ongoing education and communication.

PERFORMANCE IMPROVEMENT:

  • Identify areas for process enhancement and communicate them to management.
  • Maintain awareness of relevant quality and safety standards.
  • Develop an understanding of current practices for the patient population served.

Rev: 11/15, 10/19

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