University of Maryland Upper Chesapeake Health (UM UCH) offers the residents of northeastern Maryland an unparalleled combination of clinical expertise, leading-edge technology, and an exceptional patient experience.

A community-based, integrated, non-profit health system, our vision is to become the preferred, integrated health system creating the healthiest community in Maryland. We are dedicated to maintaining and improving the health of the people in our community through an integrated health delivery system that provides high quality care to all. Our commitment to service excellence is evident through a broad range of health care services, technologies and facilities. We work collaboratively with our community and other health organizations to serve as a resource for health promotion and education.

Today, UM UCH is the leading health care system and second largest private employer in Harford County. Our 3,500 team members and over 650 medical staff physicians serve residents of Harford County, eastern Baltimore County, and western Cecil County.

University of Maryland Upper Chesapeake Health owns and operates:

University of Maryland Harford Memorial Hospital (UM HMH), Havre de Grace, MD
University of Maryland Upper Chesapeake Medical Center (UM UCMC), Bel Air, MD
The Upper Chesapeake Health Foundation, Bel Air, MD
The Patricia D. and M. Scot Kaufman Cancer Center, Bel Air, MD
The Senator Bob Hooper House, Forest Hill, MD

• Provides a customer oriented reception and information service for patients, visitors, family members and patient care providers. Coordinates messages and information to and from patients and patient care providers. Establishes effective, customer oriented relationships with internal staff, patients, visitors and healthcare providers
• Demonstrates a professional and customer-oriented appearance and demeanor at all times. Demonstrates appropriate verbal and telephone skills.
• Ensures the integrity, completeness and confidentiality of the patient record, including compiling and ensuring completeness at discharge and transfer, according to standards set by Medical Records. Files patient information appropriately, and notifies appropriate staff members of new information that affects patient care or patient flow.
• Appropriately uses automated systems to access, enter and manage clinical information, including orders and requisitions, summary reports and other information.
• Maintains confidentiality of all patient data (verbal, written, electronic).
• Coordinates patient appointments and transportation and ensures that information about patient activities, appointments and requests is appropriately routed and acted upon.
• Coordinates the movement of supplies, equipment, nourishment, laboratory specimens, and other patient care and administrative materials to and from the unit in an appropriate and timely manner. Orders, receives and distributes mail and supplies. Coordinates the ordering of online forms.
• Provides clerical support activities (typing, filing, photocopying, mailing, census reconciliation, errands) as requested.
• Provides support activities related to the electronic medical record (to include but not limited to, verifying physician attending in electronic medical record with the plate and taking corrective actions to update as needed, A/D/T notifications, pull-up of patient lists, physician order monitoring and notification of nursing staff, label management, contacting helpdesk as needed, and providing support during down times).
• Maintains the order and appearance of public areas (nurse’s station, patient areas, etc.). Notifies support services when there are issues related to housekeeping or facilities maintenance. Follow up on identified issues and assures action is taken.

High school diploma or state High School Equivalency Certificate (GED).
Six months of general office experience. Experience in a patient care or service setting is preferred.

Education and Experience

• Completion of a high school level education with attainment of a high school diploma or a State High School Equivalency Certificate (GED) is required.
• Certification and memberships to local organizations such as AAHAM, NAHAM, etc. preferred.
• 1 year of work experience in a clerical, customer service or receptionist position, preferably in a healthcare setting is required. 2 years’ work experience preferred.

Knowledge, Skills and Abilities

• Knowledge of health insurance principles and practices is required.
• Current knowledge of payer requirements for referrals and preauthorization is preferred.
• Current knowledge of price transparency and facility fee disclosure regulatory requirements as well as the ability to interact with patients to deliver price estimates for some or all of a patients care needs.
• Strong verbal and written communication skills.
• Ability to adapt to technical upgrades and changes throughout the hospital system.
• Ability to work independently and take initiative in executing work tasks keeping in mind that the patients overall experience is directly related to our staffs interactions.
• Ability to work cooperatively with various personalities with the ability to process information quickly and take actions to keep the patients on schedule.
• Strong interpersonal skills with ability to work and communicate (verbally and written) with all levels of hospital personnel, including physicians, clinicians, and all customers with our patients being the most important.
• Experience in an administrative position in a healthcare setting such as acute care hospital or physician’s office is preferred.
• Ability to maintain composure in difficult situations and resolve patient concerns in a timely manner.