Facility Resource Specialist
The Facility Resource Specialist (FRS) will courteously and professionally greet patients and obtain accurate demographic and insurance information for registration. This position will work in harmony with clinical staff to ensure each patient is given the highest level of customer service and every staff member is treated with the utmost respect. The FRS will carry-out his/her duties by adhering to the highest standard of ethical and moral conduct. The FRS will fully support the mission, vision, and values of Frontline ER. FRS will use applications such as Internet, Word, Excel and Centricity. FRS in a professional practice he/she is responsible for participating in and maintaining quality, cost effectiveness and guest relations. This is a night time off hours position.
- High school diploma or equivalent is required; some college is preferred.
- Experience working with at least 2 years of in a patient care or a face to face customer service environment is required.
- Experience working in an Emergency Department is preferred.
- Experience working with patient records and charts is preferred.
- Experience providing customer service to patients and their families is preferred.
- Understanding of insurance plans is preferred.
- Validation of clinical skills as outlined in the orientation checklist and maintain for annual clinical competency.
- Performs all tasks as described on the current Front Office Daily Checklist.
- All Staff are responsible for ensuring the facility is cleaned and well maintained.
- Ability to flex schedule to meet the department needs to include longer scheduled shifts and may include night, weekend and holiday coverage.
- Must be able to read, write and speak English fluently.
- Greets all patients and visitors.
- Answers by phone or in person, patient inquiries regarding Frontline ER and services provided.
- Obtains complete and accurate demographic, insurance and financial data to complete registration.
- Verifies and documents patient insurance eligibility information, co-payment amounts, and collects fees.
- Reviews and processes patient registration forms and medical records ensuring they contain all necessary documents.
- Ability to effectively communicate (written and oral) with individuals and groups of various backgrounds and educational levels in a high stress environment.
- Ability to manage multiple, changing priorities in an effective and organized manner, under stressful demands while maintaining exceptional customer service.
- Exhibits a high level of empathy with the ability to effectively communicate with patients and family members during traumatic events, while demonstrating exceptional customer service skills.
- Explains and obtains appropriate consents from patient or family member in addition to any other regulatory, required and/or applicable forms.
- Updates and maintains patient database according to established procedures.
- Effectively communicates with nurse and physician with ability to direct protocol compliance for Medical Screening Exam while maintaining respectful relationships.
- Completes and balances all daily transaction paperwork and scans to the office manager.
- Maintains an open line of communication with office manager and Facility Administrator regarding any issue that arises within the facility.
- Maintains consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- Follows and maintains current knowledge of company and department policies and procedures.
- Maintains 98% accuracy level for patient data entry.
- Has to be willing to be cross-trained in different areas of the facility, including medical side.
- Being able to purchase the Frontline ER scrubs to wear during work shifts. Being able wear the Frontline ER work badge at all times during work shifts.
- Physical Demands – While performing the duties of this job, the employee must lift and/or move regularly lift and/or move up to 10lbs, frequently lift and/or move up to 25lbs and occasionally lift and/or move up to 50 pounds with good body mechanics. Employee is frequently required to sit, stand and walk up to 12 hours with frequent bending and twisting motions required.
- Adverse/Hazardous Conditions – Potential injuries resulting from physical efforts and chemical irritants. Potential exposure to body fluids and communicable diseases.
- Must be able to perform duties in a fast paced/stressful environment.
- The employee is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, transcribing, and viewing a computer terminal.
- The employee is frequently required to stand, walk, sit, reach with hands and arms, talk and hear without assistance.
- The employee is occasionally required to stoop, kneel, crouch, or crawl and taste or smell.
- While performing the duties of this job, the employee is occasionally exposed to risk of radiation.
- The noise level in the work environment is moderate.