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Required Skills

1. Utilizes customer service skills by providing support to patients, visitors, physicians, residents, medical students and staff. Greets, communicates effectively and registers/checks in outpatients in a positive, accurate and professional manner. Round regularly in the Imaging reception areas and act as a liaison between modalities and patients/families.

1. Answers phones utilizing proper phone etiquette to provide great customer service and meet customer needs.

1. Prepares digital images for continuation of care, medical records, and patients.

1. Ensures proper recording and transmission of appropriate patient and exam indicator information.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm – I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others – I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste – I use time and resources wisely.  I prevent defects and delays.

1. Monitors the Radiation Information System (RIS) to ensure all operations are running and relay issues to the appropriate personnel.

1. Acts as liaison between patient floors, staff, outside physicians, Radiology Information System staff and Radiologists, and also between the radiologists and ordering clinician for reporting critical results in compliance with departmental policy.

1. Provides assistance to physicians, medical students and residents.

1. Provides assistance for and has functional knowledge of the web browser.

1. Reviews and performs account merges to maintain patient data accuracy.

1. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

Principal Duties & Responsibilitites:

1. Accesses external insurance providers’ websites to determine and/or verify patients’ insurance eligibility and account status.

1. Receives and examines daily listings for all denominations and types of patient accounts and determines which require further analysis and action.

1. Investigates assigned patient accounts with incomplete/incorrect information and resolves problems or errors to ensure complete and compliant information accompanies the claim.

1. Follows up and investigates all denominations and types of unpaid items and other issues associated with unpaid claims. Contacts patients, guarantors, or other sources of third party payment and secures arrangements for prompt payment.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm – I put safety first in everything I do.  I take action to ensure the safety of others.
• COURTESY: Serve Others – I treat others with dignity and respect.  I project a professional image and positive attitude.
• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.
• EFFICIENCY: Reduce Waste – I use time and resources wisely.  I prevent defects and delays.

1. Receives and researches insurance claim denials, rejections and underpayments, and as necessary, prepares the necessary paperwork to appeal the denial.

1. Reviews correspondence relating to payments and claims; conducts the necessary research to provide supplementary background information regarding the inquiry

1. Researches and resolves complex issues associated with patient insurance accounts. As applicable, identifies, documents, and reports problematic trends to management.

1. Analyzes reports containing rejected account information and performs the necessary research to resolve the reason(s) for the rejection and secures any other required information.

1. Provides input regarding system edits designed to identify and ensure consistent and compliant data necessary for processing medical insurance claims.

1. Responds to requests from internal departments regarding the proper coding, billing, and processing of medical insurance claims.

1. Communicates and resolves issues with a variety of internal and external sources to resolves issues involving medical insurance claims. This may include internal departments, patients (or other responsible parties), third-party payors, social service agencies, Medicare/Medicaid staff, other insurance carriers, service providers, and collection agencies.

1. Initiates corrections to all denominations and types of charges and contractual/allowances within scope of expertise and authority granted.

1. Identifies and calculates write-off amounts and secures the necessary approvals from management for processing.

1. Documents online systems and electronic files to ensure accurate data is noted regarding the status of claims and payments.

1. Researches complex issues on all denominations and types of accounts and coordinates their resolution in a timely manner.

1. Ensures compliance to managed care contract guidelines and processes at each work step to facilitate accurate and timely reimbursements to the organization.
2. May assist with special projects, analyses, or audits.

1. As directed and defined by management, orients and cross-trains on other unit duties which are outside of regularly assigned area of responsibility. May serve as a back-up for other areas within the unit or department, especially during times of special needs or staff absences.

1. Performs other related work as required or requested.

Required Skills

1. Assists Manager in development and measurement of departmental goals and objectives. Helps determine departmental priorities and implements plans on schedule.
2. Assumes a lead role in coordinating information flow and completion of monthly financial statements in accordance with GAAP and RHS policies and procedures, within the time frames established to meet the monthly financial statement deadlines.
3. Assists in analyzing and reconciling all general ledger accounts and related schedules in accordance with GAAP and MHS policies and procedures.
4. Completes IRS and other statutory reports and filings for assigned corporations in a timely and accurate manner.
5. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm – I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others – I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste – I use time and resources wisely.  I prevent defects and delays.

1. Maintains current knowledge and adheres to all relevant Administrative and departmental policies, and governmental regulations.
2. Understands scope of responsibilities and completes tasks, follow-up, research and projects by established due dates with little prompting.
3. Proactively anticipates questions and recognizes when it is appropriate to ask for additional assistance.
4. Communicates with manager regarding identified issues and provides necessary back-up to understand the issues.
5. Directs staff accountant processes and coaches/answers staff accountants’ questions when necessary.
6. Prepares workpapers as required for the year end audit by the public accounting firm.
7. Promotes guest relations and open communications as well as support the System’s Statement of Values by setting an example and treating everyone fairly and with courtesy and respect.
8. Maintains confidentiality of sensitive employee data and patient clinical and financial information.
9. Ensures departmental compliance with the Code of Conduct and corporate compliance plan.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

1. Answers incoming calls for all 5 Memorial Health System (MHS) hospitals, Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial and Taylorville Memorial.

1. After hour answering service for approximately 25 physicians/departments. Correctly following established protocols and procedures for each account.

1. Acknowledge and appropriately respond to Emergent Parking Lot Polls, Elevator phones, engineering panels which includes fire, panic alarms, and generator testing.

1. Able to correctly answer, dispatch, monitor, and track emergent codes and rapids.

1. Completes all steps of surgery/trauma activations for after-hours emergency call in teams; verifies patient identity information through appropriate tools. Identifies appropriate on call team based on policy and procedures.  Facilitates appropriate tracking on all teams

1. Coordinate with departments, funeral homes, and security to efficiently transfer the release of remains, according to established protocol.

1. Enter and/or change on call schedules as needed.

1. Act as a resource for colleagues and lead by example.

1. Demonstrates an ability to be flexible, organized and function well in stressful situations.

1. Knowledge of hospital, department policies and procedures related to Call Center.

1. Communicates effectively with callers and colleagues with attention to detail and problem solving aptitude.

1. Responsible for all overhead paging including request from security, engineering and other departments.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm – I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others – I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste – I use time and resources wisely.  I prevent defects and delays.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Quality, Integrity and Stewardship that support our mission, vision and values:

• SAFETY: Prevent Harm – I will put safety first in everything I do.  I will speak up, without fear, on matters of patient and colleague safety.  I will take action to create an environment of zero harm.

• QUALITY: Improve Outcomes –  I will continually advance my knowledge and skills.  I will seek out continuous improvement opportunities.  I will deliver evidence-based care that leads to excellence in outcomes.

• INTEGRITY: Show respect and Compassion  – I will respect others and show compassion.  I will behave honesty and ethically.  I will be accountable for my attitude, actions and health.

• STEWARDSHIP: Reduce Waste – I will use resources wisely and maintain financial stability.  I will work together to coordinate care and services across the health system.  I will promote healthier communities.

1. Responsible for creating and balancing unit schedules in collaboration with Department Leaders.

• Communicates deadlines in the scheduling process with Department Leaders and colleagues.
• Schedules paid time off as approved by the Department Leader.
• Prepares the schedule for self-scheduling through established templates, staffing targets, and rotations.
• Reviews schedule variances to identify opportunities for schedule balancing and collaborates with the Department Leaders to ensure optimized schedule.
• Reviews schedule variances to identify bonus shifts, when appropriate.
• Publishes a final schedule upon approval from the Department Leader.
• Performs schedule audits on a regular basis to determine variance to established targets and communicates results with Department Leaders.

1. Maintains timecards in collaboration with Department Leaders.

• Review timecards to ensure accuracy.
• Approve timecard requests.
• Enter unscheduled absences.
• Performs attendance audits.

1. Trends schedule and timecard data to support operational decisions.

• Evaluate compliance with established scheduling and timecard guidelines and notify Department Leaders of trends.
• Proactively identifies opportunities for improvement and proposes creative solutions and alternatives.
• Collect system data related to schedules and timecards to support operational decisions.

1. Promotes efficient and effective functioning of division/hospital.

• Keeps abreast of current department policies, procedures, and guidelines related to staffing, scheduling, and resource utilization.
• Assists with department level projects, collecting and trending data as requested.
• Trains staff on the utilization of API.

1. Serves as the back-up to the Manager and/or Supervisor and participates in on-call rotation with department leaders. Ensures appropriate dissemination of communication to the operational teams impacted by planned or unplanned absences.

1. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

1. Communication

• Promptly and courteously greets others in a friendly manner.

• Receives and directs others by using AIDET and Greet & Feet.

• Within scope of job description, responds to questions and provides direction.

• Facilitates telephone, verbal, written, and electronic communication with nursing staff, physicians, patients, and visitors promptly, accurately, and professionally.

• Consistently uses the Physician Profile to ascertain the correct method/number to page physicians.

• Updates and maintains call light system assignments accurately and efficiently during each shift.

• Appropriately utilizes the Patient Tracking system in communicating with the Patient Placement Office.

1. Information Processing

• Prioritizes stat orders and immediate needs.

• Processes orders accurately.

• Accurately inputs data into the electronic medical record and maintains accurate paper records for those items that are not computerized.

• Refers patient/visitor concerns to nursing and/or customer service staff.

• Refers news media to nursing or public relations staff.

• Demonstrates safe, accurate, and effective use of office equipment.

• Writes legibly and clearly.

1. Medical Records Maintenance

• Assembles chart forms.

• Puts patient identifier on all chart forms.

• Thins charts when needed and forwards documents to Medical Records.

• Files patient data after review by nurse.

• Sends discharge patient record to Medical Records.

• Gathers and copies appropriate paperwork from the RN for patient transfers to other units and facilities.

• Manages large amounts of sensitive and confidential information concerning patient and family information in medical documents.

1. Service Requisitions

• In partnership with the Nursing Material Specialists, assures adequate supplies are available.

• Reviews receipts of new supplies and equipment upon arrival; validates accuracy and places supplies in assigned location.

• Sends service requisitions to interdisciplinary departments.

• Promptly and accurately enters data and maintains unit activity sheets as directed.

• Maintains equipment logs and facilitate maintenance of equipment with Biomed or appropriate department.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm – I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others – I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste – I use time and resources wisely.  I prevent defects and delays.

1. Unit Operations

• Utilizes time and resources effectively and efficiently.

• Assists in maintaining safe environment and reports unsafe conditions.

• Completes assigned tasks accurately and timely.

• Completes basic patient care tasks as directed by registered nurse.
• Freshens drinking water.
• Serves/collects food trays.
• Responds to call lights and bed/chair alarms.
• Provides 1:1 direct and constant patient observation as delegated.

• Expedites timely admission, discharge, and transfer of patients to facilitate patient flow.

• Participates in QI activities; maintaining logs, statistical records, and data collection.

• Acts as a preceptor as needed.

• Handles medications delivered from pharmacy directly or through the pneumatic tube system. Relocates these medications, in original containers, to designated secure storage locations or delivers directly to appropriate licensed staff.

• May serve as the second person to witness the wasted amount of a controlled substance in the Pyxis.

• Assists with stocking unit supply stations.

1. Accountability

• Complies with established policies, procedures, standards, and guidelines.

• Follows the chain of command.

• Consistently utilizes time and resources effectively and efficiently.

• Maintains cleanliness of unit, service area, and equipment.

• Cooperates with all members of the healthcare team.

• Enthusiastically supports and participates in planned changes.

• Accepts responsibility for accurate and timely completion of tasks as assigned.

• Upholds the mission and vision of MHS.

1. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

Principal Duties & Responsibilities:

1. Utilizes electronic software to determine Medicaid insurance eligibility and coverage for inpatient and/or outpatient Medicaid claims.

1. Receives and examines daily listings for assigned billing claims and determines which require further analysis and action.

1. Investigates assigned billing claims with incomplete/incorrect information and resolves problems or errors to ensure complete and Medicaid-compliant information accompanies the claim.

1. Prioritizes claims based on specified criteria and electronically files the claim, ensuring careful adherence to Medicaid guidelines, timeliness, accuracy, and processing procedures. At prescribed intervals, follows up for review to ensure smooth processing and timely delivery of monetary reimbursements.
2. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm – I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others – I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste – I use time and resources wisely.  I prevent defects and delays.

1. Follows up and investigates unpaid items and other issues associated with unpaid claims. Contacts patients, guarantors, or other sources of third party payment and secures arrangements for prompt payment.

1. Receives and researches Medicaid claim denials, and as necessary, prepares the necessary paperwork to appeal the denial.

1. Reviews correspondence relating to Medicaid payments and claims; conducts the necessary research to provide supplementary background information regarding the inquiry.

1. Researches and resolves complex issues associated with Medicaid accounts. As applicable, identifies, documents, and reports problematic trends to management.

1. Analyzes reports containing rejected account information and performs the necessary research to resolve the reason(s) for the rejection and secures any other required information.

1. Provides input regarding system edits designed to identify and ensure consistent and compliant data necessary for processing Medicaid claims.

1. Responds to requests from internal departments regarding the proper coding, billing, and processing of Medicaid claims.

1. Communicates and resolves issues with a variety of internal and external sources to resolves issues involving Medicaid claims. This may include internal departments, patients (or other responsible parties), third-party payors, social service agencies, Medicare/Medicaid staff, other insurance carriers, service providers, and collection agencies.

1. Initiates corrections to charges and contractuals / allowances within scope of expertise and authority granted.

1. Identifies and calculates write-off amounts and secures the necessary approvals from management for processing.

1. Documents online systems and electronic files to ensure accurate data is noted regarding the status of claims and payments.

1. Ensures compliance to Medicaid policy guidelines and processes at each work step to facilitate accurate and timely reimbursements to the organization.

1. As directed and defined by management, orients and cross-trains on other unit duties which are outside of regularly assigned area of responsibility. May serve as a back-up for other areas within the unit or department, especially during times of special needs or staff absences.
2. Performs other related work as required or requested.

Required Skills

1. Manage and organize all electronic drawing files, hard copies, blueprints, and “as-built” files, ensuring they are complete and up-to-date after project completion.

2. Works with outside vendors to revise electronic drawing files for new projects and to represent “as-built” situations.

3. Provides to-scale plots of any drawing files.

4. Help improve CAD/Revit templates, block libraries, and drawing workflows.

5. Maintain a structured archive of drawings, models, and building documentation for multiple facilities.

6. Oversee documentation version control, file naming conventions, and digital folder organization.

7. Gathers field dimensions and other data necessary to complete drawing projects.

8. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

· SAFETY: Prevent Harm – I put safety first in everything I do. I take action to ensure the safety of others.

· COURTESY: Serve Others – I treat others with dignity and respect. I project a professional image and positive attitude.

· QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance. I work with others to achieve superior results.

· EFFICIENCY: Reduce Waste – I use time and resources wisely. I prevent defects and delays.

9. Works with Facilities and Engineering staff to gather data necessary to document existing building systems on electronic drawing system.

10. Maintain drawing standards to ensure consistency across all project documentation.

11. Works with Facilities leadership to develop format to document existing building systems on electronic drawing system.

12. Provides assistance to Facilities Project Managers for dimensions and information necessary to complete construction projects.

13. Works with outside vendors to maintain existing hardware and software that is unique to the electronic drawing system- includes coordinating vendor installation of new and updated hardware and software with Information Systems staff.

14. Maintains records for space planning and adjust cost center information for reporting off of electronic drawing system.

15. Coordinates with finance department to change cost center information related to the electronic drawing program.

16. Conduct Site inspections to take and confirm measurements, document existing conditions and gather other field data necessary to maintain space planning and existing building drawings and documentation

17. Manages access for MHS staff for online systems related to the electronic drawing system.

18. Develop space test fits, blocking diagrams, and early-stage conceptual plans that explore multiple layout options.

19. Translate meeting notes, stakeholder feedback, and functional requirements into clear visual plans that support decision-making.

20. Work collaboratively with project managers to refine layouts, explore alternatives, and adjust plans based on clinical workflows, building infrastructure, equipment needs, and regulatory guidelines.

21. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

• Understands how soiling occurs and the difference between soluble and insoluble soils, and the cleaning process involved.
• Maintains a clean, stocked, and organized cleaning cart and Environmental Services closet per department policy.
• Knowledgeable about the specific use of Environmental Services chemicals and their dilution rates.
• Performs dust mopping and wet/microfiber mopping on hard surface floors.
• Vacuums carpeted areas using an upright vacuum cleaner.
• Handles and disposes of all waste streams, including regulated waste in the hospital.
• Cleans and handles intravenous pumps (IV or Sigma Smart Pumps).
• Cleans in-patient rooms daily.
• Implements A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank You) and Greet and Feet techniques, understanding their impact on patient surveys.
• Performs discharge and transfer cleaning in both in-patient and out-patient settings.
• Follows isolation cleaning procedures, using appropriate Personal Protective Equipment (PPE).
• Responsible for cleaning offices, conference rooms, and furniture arrangement.
• Proficient in cleaning procedures for laboratory settings.
• Routinely cleans public and non-public restrooms and locker rooms.
• Conducts between-case and terminal cleaning in special procedure areas.
• Cleans the pharmacy clean (IV) room.
• Reports facility repair issues (e.g., wall patching, ceiling tiles, leaks) to leadership and submits work orders as needed.
• Maintains all equipment (cleaning carts, vacuums, pagers) following department guidelines.
• Performs general maintenance of hard and soft flooring.
• Adheres to safety procedures with chemicals and equipment use; reports discrepancies.
• Reports injuries to leadership and submits appropriate injury reports.
• Completes all duties proficiently and within designated time frames.
• Participates in required training, meetings, and completes annual learning modules on time.
• Familiar with departmental policies and procedures, monitoring communication boards.
• Performs other related work as required or requested.

Required Skills

• Understands how soiling occurs and the difference between soluble and insoluble soils, and the cleaning process involved.
• Maintains a clean, stocked, and organized cleaning cart and Environmental Services closet per department policy.
• Knowledgeable about the specific use of Environmental Services chemicals and their dilution rates.
• Performs dust mopping and wet/microfiber mopping on hard surface floors.
• Vacuums carpeted areas using an upright vacuum cleaner.
• Handles and disposes of all waste streams, including regulated waste in the hospital.
• Cleans and handles intravenous pumps (IV or Sigma Smart Pumps).
• Cleans in-patient rooms daily.
• Implements A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank You) and Greet and Feet techniques, understanding their impact on patient surveys.
• Performs discharge and transfer cleaning in both in-patient and out-patient settings.
• Follows isolation cleaning procedures, using appropriate Personal Protective Equipment (PPE).
• Responsible for cleaning offices, conference rooms, and furniture arrangement.
• Proficient in cleaning procedures for laboratory settings.
• Routinely cleans public and non-public restrooms and locker rooms.
• Conducts between-case and terminal cleaning in special procedure areas.
• Cleans the pharmacy clean (IV) room.
• Reports facility repair issues (e.g., wall patching, ceiling tiles, leaks) to leadership and submits work orders as needed.
• Maintains all equipment (cleaning carts, vacuums, pagers) following department guidelines.
• Performs general maintenance of hard and soft flooring.
• Adheres to safety procedures with chemicals and equipment use; reports discrepancies.
• Reports injuries to leadership and submits appropriate injury reports.
• Completes all duties proficiently and within designated time frames.
• Participates in required training, meetings, and completes annual learning modules on time.
• Familiar with departmental policies and procedures, monitoring communication boards.
• Performs other related work as required or requested.