Position Summary:

The Business Services Cashier is responsible for the daily operations related to receiving, reconciling, and processing payments received in-person, through the mail, and/or electronic sources.  They routinely interact with patients & customers both in-person and over the phone to process payments and answer basic billing questions.   The cashier is responsible for accurate posting and accounting of payments received and will utilize and create reports to ensure quality control, accuracy, and ensure business documentation needs are met.  The Business Services Cashier is a part of our Patient Access team.  They frequently interact with our patients, customers, and the public.  They are the “face” of our revenue cycle operations in the hospital and play a key role in optimizing the patient experience related to patient billing by providing excellent customer service that supports our Mission, Vision, & Values.  

About the Team:

St. Joseph Regional Medical Center is a 145-bed, acute care hospital located in Lewiston, Idaho and is the largest full-service medical center between Boise and Spokane.   We provide a full range of inpatient and outpatient services as well as outpatient clinic services, crossing over multiple specialties and primary care.   We want every team member to feel empowered to make the right choices for our patients, themselves, our team, & our community.   Our Patient Access team strives to create an environment where patients & customers feel welcome and get connected to the services they need in a timely manner.  Our team values taking care of our patients and each other. We encourage kindness, critical-thinking, fun, collaboration, continuous learning, and a supportive environment to work and serve our community! 

Essential Functions/Primary Duties:

• Provide intentional and compassionate customer service.
• Engage in calming and confident interactions to ease patient/customer anxiety and reassure them we are here to help.
• Work collaboratively with patients/visitors, other departments and team members to optimize the patient experience and support efficient & effective business operations.
• Perform job functions within applicable state & federal guidelines (e.g. EMTALA, Idaho Patient Act, No Surprises Act, etc.), insurance contractual obligations, and in accordance with organizational policies and procedures.
• Greet public and answer basic billing & account questions for hospital accounts within Meditech. Provide accurate balance due information for both hospital and hospital-based clinic accounts (including basic navigation of Athena account summary).
• Document patient inquiries and interactions related to account questions or concerns and enter into the electronic medical record system.
• Be able to provide a clear and concise summary that contains only objective and relevant information obtained from the interaction, including account number, date of service in question, and call-back number.
• Print account information related to charges and payments for patients as requested, including requests for annual medical expenses for tax purposes.
• Investigate problems related to payment posting and unapplied payments.  Escalate to leadership if unable to resolve.
• Enter grievances and incidents into the hospital event reporting system when appropriate per organizational policies.
  Assist in providing detail needed to investigate any incidents.
• Maintain accurate & complete records and ensure records are secured and stored in accordance with organizational record retention policies.
• Performs all duties in a manner that protects the confidentiality of patients and does not solicit or disclose any confidential information unless it is necessary in the performance of job duties.
• Coordinate, communicate, and assist in monitoring workflow in response to fluctuating patient volumes to ensure work tasks and down-time projects are completed.
• Maintain a clean, professional, and organized workspace, including electronic systems. Email & outlook calendar should be used throughout your shift and kept organized and up to date.
• Attending required meetings & training. Participate in continuous process improvement efforts for your department, share pertinent information, be open to different perspectives, and share ideas with your team. 
• Screen patients for financial assistance needs and facilitate referral to financial counselor when appropriate.
• Complete all mandated training/education promptly and completely upon hire and as required thereafter.
• Follow department and/or applicable hospital policies related to mandatory personal protective equipment (PPE) usage (e.g. when going into a patient room to obtain registration information or assisting a patient/visitor with a known communicable disease).
• Maintain a working knowledge of St. Joseph Regional Medical Center emergency codes and your personal & department’s responsibility to support and assist in the event of an emergency or code.  Provide assistance in accordance with hospital policy, your licensure, skills, and training.
• Maintain a working knowledge of St. Joseph Regional Medical Center incident command activation and be prepared to support and assist efforts in the event of an internal or external disaster situation. Provide assistance in accordance with hospital policy, your licensure, skills, and training.
• Other assigned duties that support departmental and/or organizational objectives in support of our Mission, Vision, and Values.

Scion Health considers a consistently positive, cooperative, self-motivated, courteous, and professional attitude to be an essential function of every position.  While different positions have different primary areas of responsibility, everyone needs to work as a team, and we expect all employees to roll up their sleeves and pitch in as necessary to get the job done.

Employees must be able to relate to other people beyond giving and receiving instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes, (b) perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others; and (c) respond appropriately to constructive feedback from a supervisor.

While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g., emergencies, changes in workload, rush jobs or technological developments) dictate.

Required:

• High school diploma or GED
• Minimum of 1-year of experience posting, collecting, and/or reconciling payments

Preferred:

• Prior experience working in a healthcare setting assisting patients with account questions
• Basic knowledge of healthcare revenue cycle operations
• Prior experience, training, or education/certification relevant to essential functions of the position
• Prior experience working with the general public, assisting people with diverse backgrounds to accommodate the customer and business needs