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Reports To: Patient Financial Services Director

Status: 72 - 80 hours every two weeks

Shift: 8:00 am - 5:00 pm and 7:00 am - 7:00 pm, rotating weekends and holidays

Job Schedule: Full time

Weekly Hours: 36 - 40 hours per week

Remote Position: No

Pay: Competitive salary and benefits

Benefits: HRMC offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, sick leave and paid time off. To review your benefit eligibility, visit HRMC Benefits.

Position Purpose:

Serves as the first point of contact for patients, visitors, and callers, providing professional customer service while supporting efficient hospital operations. This position is responsible for accurately registering and admitting patients, verifying demographic and insurance information, directing patients and visitors, and operating the hospital telephone system to ensure calls are routed promptly and appropriately. 

Demonstrates the mission of the hospital is met by demonstrating the Core Values:

• Respectful-We value the unique talents, ideas, contributions, and circumstances of each individual.  
• Engaged-We value being active, positive participants at work and in our communities.  
• Available-We value providing local access to care for our communities while being present for each other.  
• Competent-We value knowledge, people-centered, innovative, and technology driven teams.  
• Helpful-We value always helping others with kindness and compassion.

Essential Job Functions:

• Greet and assist patients, visitors, and callers in a courteous and professional manner. 
• Complete patient registration and admission documentation accurately. 
• Verify and update patient demographic and insurance information. 
• Operate the hospital switchboard and direct incoming calls efficiently.
• Announce emergency codes and overhead pages according to hospital procedures. 
• Communicate effectively with clinical and non-clinical departments.   
• Support smooth patient flow and hospital operations through accurate data entry and customer service.

Other Job Duties:

• Assist with directing patients/family members to correct area of facility
• Communication source for patients, visitors, physicians and staff.
• Maintain updated directories and call schedules.
• Explain registration and financial forms to patients and families.
• Assist during emergency situations, disasters, or periods of high patient volume. 
• Perform other duties as assigned to support patient access and hospital operations.

Qualifications: (Minimum Education and Experience)

• High school diploma or equivalent required.
• Previous customer service, receptionist, switchboard, patient access, or clerical experience preferred. 
• Healthcare or hospital registration experience preferred.
• Successful completion of background check and pre-employment screening.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Knowledge, Skills, and Abilities:

• Excellent customer service and interpersonal communication skills. 
• Ability to communicate professionally and effectively with patients, families, physicians, staff, and the public. 
• Strong telephone etiquette and switchboard operation skills. 
• Basic understanding of insurance benefits, registration processes, and patient financial responsibilities preferred. 
• Proficient computer skills, including Microsoft Office applications and data entry. 
• Ability to maintain accuracy and attention to detail while handling multiple tasks. 
• Strong organizational and time-management skills. 
• Ability to prioritize workload and perform effectively in a fast-paced environment. 
• Ability to maintain confidentiality and comply with HIPAA regulations. 
• Ability to work independently and as part of a team. 
• Ability to handle stressful situations with professionalism and composure.
• Ability to remain calm, professional, and courteous when dealing with stressful, urgent, or emotionally charged situations.
• Ability to accurately enter, verify, and maintain patient and hospital information
• Ability to effectively communicate with patients, visitors, physicians, and staff from diverse backgrounds.
• Ability to maintain emotional stability and professionalism in situations involving illness, injury, grief, or crisis.

Physical Aspects of the Job:

• Ability to sit for extended periods while performing computer and telephone duties. 
• Ability to stand and walk frequently throughout the workday. 
• Frequent use of hands and fingers for keyboarding, data entry, and operating office equipment. 
• Ability to communicate clearly and effectively in person and over the telephone. 
• Ability to hear and distinguish multiple telephone lines, pages, alarms, and conversations in a busy environment. 
• Visual acuity sufficient to read computer screens, forms, reports, and other documents.
• Ability to lift, carry, push, and pull up to 20 pounds occasionally. 
• Ability to maintain concentration and accuracy while managing multiple tasks and interruptions. 
• Ability to work in a fast-paced environment with frequent interruptions and changing priorities. 
• Ability to respond quickly and appropriately during emergency situations and hospital-wide communication events. 
• Ability to work flexible schedules, including weekends, holidays, evenings, and rotating shifts as assigned.