Patient Registrar 1

Mercy Health System • Crystal Lake, IL

377d

About The Position

Mercyhealth Patient Registrars are responsible for patient registration duties at Mercyhealth Hospital locations. Patient Registrars will demonstrate behavior that reflects the hospital's mission, vision and values. Patient Registrars will greet patients or family members in the various hospital settings and assist them in answering any questions or concerns they may have in person or over the phone. This position is fast paced (sometimes chaotic) and you will be the person patients and our clinical care teams rely on to get patients entered or checked in within the electronic medical record to get care started. As Mercyhealth Patient Registrars we are part of Revenue Cycle and are responsible for accurate registrations, obtaining insurance coverage, educating our patients on their financial responsibilities and collecting applicable payments. To thrive in this job, you will need to be confident with technology and typing; however you don't need to have any previous experience or knowledge in healthcare. Since some shifts are in an Emergency Department, you will need to be prepared to see serious illness and injuries. This position requires weekend and holiday rotations.

Requirements

• Graduate of high school or equivalent.
• One to two years customer service experience required.
• Knowledge of third party payors preferred.
• Medical terminology preferred.

Nice To Haves

• EPIC knowledge preferred but not required.

Responsibilities

• Engage in positive interactions; demonstrate friendliness by smiling and making eye contact when greeting all patients, visitors and customers.
• Provide helpful assistance in anticipating and responding to the needs of our patients, visitors and customers and staying calm under pressure to deal effectively with difficult people.
• Participate in team building activities, continuous quality improvement activities and educational experiences in support of departmental or Mercyhealth initiatives.
• Provide shadowing and training to new partners as identified by leadership.
• Use good judgment in highly emotional and demanding situations.
• Arrive patients to the ER and Urgent Care.
• Sign in or check in hospital outpatient visits.
• Identify patients in need of immediate care by visual assessment at time of registration.
• Prioritize patient registration by severity of complaint.
• Monitor waiting area for changing patient conditions and alert triage RN to the need to re-evaluate patients.
• Admit all surgical and direct admit patients.
• Schedule and check in hospital outpatient lab patients.
• Identify and select patient using department required patient identifiers to select correct electronic medical record.
• Enter patient's complaints/symptoms in the appropriate order based on severity of symptoms.
• Generate patient arm band, face sheet, and patient labels.
• Verify information before quickly applying patient armband during traumas or other chaotic situations.
• Gather and enter into EPIC all necessary demographic, guarantors, and billing information from patients/family.
• Obtain necessary signatures and documents for inpatient and outpatient registrations.
• Verify patient insurance information and update insurance information as appropriate.
• Identify patients in the ER that have an out of network insurance and provide this information to the appropriate ED partners.
• Complete out of network paperwork and add an account note documenting conversation with staff.
• Identify patients without insurance and work closely with patient financial counselors to help facilitate self-pay services.
• Identify appropriate primary/secondary payees.
• Complete MSPQ as required for Medicare patients.
• Collect all applicable co-pay's, self-pay payments, and in some cases pre-payment for services.
• Assist with coordination of patients into the appropriate unit.
• Provide accurate information and timely updates to patients, visitors and customers.
• Assist other departments at various hospital locations to notify when patients have arrived.
• Assist outside EMS/EMT agencies to arrive patients to the facility and provide paperwork for billing purposes.
• Perform Pre-admission functions for patients.
• Perform Pre-registration functions for patients.
• Provide patients with admission information such as the VIP Folder as needed.
• Obtain signatures for Medicare forms as required for admission within required timeframe.
• Properly secure and return all patient valuables in accordance with Mercyhealth policy.
• Assist hospital staff to facilitate patient care during periods of EPIC Downtime or during disaster mode.
• Assist nursing staff to provide taxi vouchers and payment for taxi services for patients.
• Maintain an accurate cash drawer.
• Close and balance cash drawer at the end of each shift in compliance with cash handling policy.
• Manage workqueues to resolve registration errors thus allowing patient bills to process in a timely manner.
• Assess and determine situations requiring an interpreter and when to use interpreter services effectively.
• Log in, answer, return, and transfer all incoming telephone inquiries.
• Monitor security cameras and door entry systems in a polite manner.
• Address questions or concerns promptly or identify appropriate resource to do so.
• Use effective service recovery skills to solve problems or service breakdowns when they occur.
• Remain flexible and reliable to react to frequent changes in duties and volume of work.
• Manage work schedule efficiently to ensure all tasks and assignments are completed on time.
• Present a friendly, approachable, professional demeanor and appearance.
• Complete travel screening questionnaire for every patient, visitor and customer that enters the facility.
• Track patients visitors as needed and appropriate based on current hospital guidelines.
• Provide directions, help or escorts patients/visitors to the correct area.
• Demonstrate teamwork by helping co-workers in and across departments.
• Communicate appropriately, clearly, and timely to leadership team, charge nurse, physician and partners.
• Use excellent judgment to notify leadership team of all unusual occurrence or situations requiring leadership team attention or action.
• Use organizational and departmental resources efficiently.
• Follow local, state, and federal healthcare regulations.
• Perform light duty cleaning or registration, lobby and waiting room areas.
• Complete all required educational courses as assigned by leadership.
• Perform other duties as assigned.

Benefits

• Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.
• Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.
• Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.
• Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.
• Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.
• Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees