The Hospitality / Admitting Officer is responsible for greeting and welcoming patients and their families at the time of admission and coordinating the efficient and timely flow of our guests throughout the access process, including the Shapiro Cardiovascular Center and Sharf Admitting Center.
Cross-trained in access functions related to pre-registration, admitting, family liaison services, patient and family navigation, and patient belongings workflow. Facilitates and expedites the admission process while ensuring all data collected is accurate and complete.
Demonstrates the ability to identify and assess challenging situations, make sound decisions, and utilize standard operating procedures. Interacts with patients, families, visitors, and all levels of staff in a professional and diplomatic manner, facilitating exceptional patient experience at a critical touchpoint in the patient care journey.
Principle Duties and Responsibilities:
- Conducts detailed admission process; greets and interviews patient/family in a timely, efficient and courteous manner; determines whether admission is standard (scheduled, direct admit) or expedited/urgent; obtains, updates and/or verifies all data, and acquires consents to complete required admission, including demographic and financial information, ensuring accurate billing and compliance obligations are met.
- Distributes and obtains all pertinent information regarding hospital policies, such as patient bill of rights and responsibilities, code of conduct, advanced care directives, and others.
- Creates scheduled current or future admission encounters in medical record system (EPIC). Enters/scans data pertinent to patient admission, to ensure compliance with hospital policy.
- Collects and secures patient valuables in compliance with Patient Valuables Policy. May serve as central contact for Public Safety with facilitation of valuables return after hours.
- Navigates patients to procedural areas, Labor & Delivery or Inpatient Units (wheelchair and walking).
- Registers family members for Texting & Liaison Services, provides updates and communicates with recovery areas as needed.
- Refers patients with unresolved financial issues to Inpatient Accounts, when appropriate.
- Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. Executes departmental policy in regard to HIPAA requirements. Ensures all patient information including documents, lists, reports, and files are always kept private, confidential and secure. Interviews and patient discussions should be conducted in such a manner as to afford the patient reasonable audio and visual privacy.
- Performs other related duties and special projects, including covering other service areas, as assigned.
- Adheres to hospital policies and procedures, including but not limited to attendance and punctuality, including the use of time keeping software before beginning work and at the end of shift.
- Uniform requirements.
Qualifications:
- Associates degree preferred.
- Minimum 3-6 months experience in an office, community or health care setting.
- Requires excellent interpersonal relationship skills to effectively communicate with patients, their families, physicians and other support personnel.
- Requires moderate typing skills and computer experience, Microsoft Office package.
- Requires good judgment, tact, sensitivity and the ability to work professionally in a stressful environment.
- Requires the ability to maintain confidentiality regarding patients, their medical histories, demographic information, etc.
EEO Statement
BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.