Patient Access / Registration FT eves

Baystate Health•Springfield, MA

About The Position

Under the direction of the Revenue Cycle Registration Supervisor/Manager, the BH Onsite Registration Representative gathers, completes, identifies, and screens patient information for check-in and hospital registration. The representative coordinates with hospital department personnel to maximize accurate registration data, refers appropriate patients to Financial Counseling for follow-up, and correctly identifies insurance data in the Revenue Cycle system to support proper billing. The role gathers government-mandated statistical information through screening and designated system fields, collects required patient-responsibility payments at registration, obtains signatures on required forms, and interacts professionally and courteously with staff and the public. The representative greets, registers, and directs patients to their scheduled visit locations; provides general information and customer service; verifies identities to maintain confidentiality; communicates with patients to collect demographic and payor information; reviews insurance information to explain financial responsibility; and reviews accounts and collects overdue balances. The position also handles cash and credit-card payments, scheduling changes, coverage expectations, and daily departmental assignments.

Requirements

Customer service experience.
Keyboard skills and ability to type 25 wpm.
Ability to speak, read, and write English clearly and concisely using correct grammar and vocabulary.

Nice To Haves

Bilingual skills.

Responsibilities

Complete training in Patient Registration Department policies, procedures, workflows, applications, annual web-based training, and basic medical terminology.
Complete departmental orientation to product lines and demonstrate competency in introductory proficiency testing above 91%.
Obtain mentor sign-off in product-line activities.
Complete the Compassionate Connections Program.
Maintain at least a 90% QA pass rate in overall account reviews, MSP, and RQA alerts.
Treat patients, coworkers, and internal partners with dignity and respect; demonstrate integrity, dependability, good judgment, and teamwork; support workgroup effectiveness and nurture relationships.
Demonstrate lifelong learning, service focus, ownership, accountability, collaboration, and professional conflict resolution; value differences and contribute to an inclusive work climate; show initiative and ask questions.
Greet patients promptly and warmly, demonstrating appropriate interest or concern and using welcoming language and professional nonverbal communication.
Maintain patient confidentiality through identity-verification processes and tools.
Communicate with patients to gather detailed demographic and payor information needed for organizational reimbursement.
Communicate verbally and/or in writing with coworkers and clinical partners to resolve issues and share recommendations for improvement.
Greet, register, and direct patients to their scheduled visit locations.
Provide general information and customer service using basic knowledge of organizational policies and procedures.
Analyze insurance-carrier data to determine and explain patients’ financial responsibility for visits.
Review patient accounts, identify delinquent accounts, and collect overdue patient responsibility.
Request and collect predetermined patient-responsibility payments; receive and process cash and credit-card payments for services.
Manage scheduling changes and coverage expectations and complete daily departmental assignments.