Patient Registrar III

Presbyterian Healthcare Services•Santa Fe, NM

7d•$16 - $26•Onsite

About The Position

The Patient Registrar III, also referred to as the Registration Services Associate III or Experience Ambassador, directs an exceptional experience for patients, families, and visitors in Presbyterian Medical Group Clinics. The role welcomes and assists consumers through registration, wayfinding, concierge services, and responses to walk-in inquiries. The Ambassador helps patients use kiosk registration technology, keeps them informed about delays, offers transport assistance and personal attention, and responds to patients in distress by alerting clinical staff and providing comfort while help arrives. The position performs accurate patient registration and data collection, including demographic and insurance information, and uses online tools to validate eligibility and provide estimates. It includes collecting payments due at the time of service, explaining electronic signature documents, answering questions about hospital and departmental operations, and understanding provider networks and billing requirements. The Ambassador also supports first-line resolution of concerns, maintains a clean and comfortable lobby, and ensures kiosks are clean and operational. This is a full-time, non-exempt, day-shift position based at Presbyterian Santa Fe Medical Center in Santa Fe, New Mexico. The listed compensation range is $16.38 to $25.57.

Requirements

High school diploma or equivalent.
Two years of experience in healthcare or customer service, with significant customer service experience.
Demonstrated competency in scheduling and registration.
Pass all EPIC competencies within 30 days of hire or upon completion of the Epic Clerical Training class.
General knowledge of the customer encounter process, which may include scheduling, registration, contract requirements, financial guidelines, coordination of services, and billing processes.
Must be at least 18 years old at the time of hire.

Responsibilities

Direct an exceptional experience for patients, families, and visitors in Presbyterian Medical Group Clinics.
Welcome patients and visitors and facilitate registration, wayfinding, and concierge customer service.
Assist, mentor, and encourage patients to use kiosk technology for registration.
Accurately capture patient data to help reduce denials, including demographic information and insurance critical elements.
Use online tools to validate eligibility and provide estimates as requested.
Collect payments due at the time of service, including coinsurance, copayments, residual balances, self-pay amounts, and deductibles.
Respond to walk-in inquiries, including form or prescription pickup, scope-of-practice information, finding a PCP at the location, scheduling inquiries, health information management requests, and message management.
Respond to patients in distress by alerting clinical staff and comforting the patient until clinicians arrive.
Round on consumers, provide information about possible delays, assist with transport, and attend to patient needs.
Use CARES, AIDET, and EPE tools to support an exceptional patient and family experience, while following healthcare compliance and patient safety guidelines.
Address and attempt to resolve complaints in the moment and provide first-line assistance with consumer concerns.
Monitor and maintain lobby waiting areas for cleanliness and comfort, offer comfort-cart rounding, and keep patients informed of delays.
Explain electronic signature documents to patients and representatives and offer printed copies at each interaction.
Answer questions about hospital and departmental operations, policies, and procedures, including Provider Based Billing.
Apply knowledge of in-network requirements and provider network questions across multiple payors.
Maintain kiosk cleanliness and routine functioning, promptly open tickets for downtime, and escalate issues to MSO or other site leadership.
Pass annual competency exams for all areas of responsibility and attend quarterly MSO meetings, staff meetings, and employee forums.