Patient Registrar II-ABQ

Presbyterian Healthcare Services • Rio Rancho, NM

8d • $16 - $22

About The Position

Responsible for facilitating encounter or episode process for our customers by performing activities related to patient registration. Responsible for providing excellent customer service at every encounter. Accuracy of data capture to reduce denials is paramount. Secure financial payment at time of service including co-insurance, copayments, self-pay and deductible monies due. Illustrate contract requirement knowledge and use of tools to respond to provider network questions. Schedules patient appointments according to clinic protocol using Advanced Access principals where applicable. Guides and educates patients on the use of the registration Kiosk. Provides comfort rounding and communicates delays with exceptional patient experience tools. Demonstrates progression in Kiosk concierge module

Requirements

• High school or equivalent
• A minimum of 18 months of work experiences in office, healthcare with strong customer service background.
• Must pass EPIC competency for Registration at completion of Epic Clerical Training class.
• Requires general knowledge of the customer encounter process which may include scheduling, registration, contract requirements, financial guidelines, coordination of services and billing process in terms of what and how work is to be done as well as why it is done
• Pass annual competency exam for all areas of responsibility.
• Attend Quarterly MSO meetings.
• Attend Staff meetings
• Attend Employee Forums

Responsibilities

• Customer Service and Caring Practices: Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times Ability to manage conflict and appropriately request the help of a supervisor when needed. Monitor and maintain the lobby waiting areas for cleanliness and to offer comfort cart rounding to the patients and families. Keep patients informed of delays.
• Encounter Components Performs the patient registration process. Manage the accurate collection of patient data which includes but is not limited to; Kiosk concierge performance Demographic data Insurance critical elements Investigate via electronic tools insurance eligibility Provides informed dialogue with patients and patients representatives regarding E-signature documents, offering printed copies at each interaction. Able to answer questions regarding hospital and departmental operation, polices and procedure including but not limited to Provider Based Billing where applicable
• Patient Access: Schedules patient appointments according to guidelines by providing documentation of scheduled appointments, procedural instructions and location directions. Follows team and same day appointment guidelines. Monitors daily patient schedule for accuracy, anticipate errors and take corrective action. Identifies no show patients and uses EOD status. Follows No-Show workflows to take appropriate step for notifying the patient and/or the clinical team as to the patients status. Manage patient relations in regard to late arrival for pre-scheduled appointments. Explore all options to resolve the situation while maintaining effective and customer focused communication.
• Financial Accountabilities: Collects identified patient financial obligation amounts including residual balance if applicable Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center Follows PMG cash handling policies and balances daily
• Message Management: Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care.
• Medical Record Components: Instructs patients on the Release of Information process and insure a fully completed ROI Form is submitted to Health Information Management. Follows workflows to obtain incoming records, documenting receipt and preparing for scanning into the electronic health record. Facilitate paperwork completions for patients. Communicate effectively, document and follow pre-determined workflows. Items may include; Prescriptions, Handicap Placards, Disability Forms
• Patient Relations Manage patient relations in regard to late arrivals for pre-scheduled appointments. Explore all options to resolve the situation while maintaining effective and customer focused communication. Communicates delays while offering service recovery
• Patient Safety Respond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manger to alert the clinical team. Assist in any manner the clinic team directs Ensure registration area, waiting area and walkways are clear of any unnecessary items and are clean and neat Report any concern that may create a safety issue Annual competency completion of Clerical Staff during a Code Blue
• Quality Improvement: Perform assigned patient care responsibilities, which may include: Overdue result letters Appointment reminder calls Rescheduling
• C.A.R.E.S Behaviors: Demonstrates CARES behaviors of Collaborate, be Accountable, Respect, Engage and Serve to all whom you encounter

Benefits

• All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
• Wellness Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED