Patient Registrar

Mercyhealth Wisconsin and Illinois•Janesville, WI

1d•$17 - $26•Onsite

About The Position

The Patient Registrar is responsible for engaging in positive interactions, providing helpful assistance, and managing patient arrivals and registrations in various departments such as the ER and Urgent Care. This role involves identifying patients in need of immediate care, prioritizing registration by complaint severity, and accurately entering patient information into the electronic medical record (EPIC) to minimize errors. The registrar also handles insurance verification, collects payments, assists with patient admissions, and ensures compliance with hospital policies and regulations. They play a crucial role in patient flow, communication, and financial processes within the healthcare system.

Requirements

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

Responsibilities

Engage in positive interactions with patients, visitors, and customers, demonstrating friendliness and helpfulness.
Anticipate and respond to the needs of patients, visitors, and customers, remaining calm under pressure.
Participate in team building, continuous quality improvement, and educational activities.
Provide shadowing and training to new partners.
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 and prioritize 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 patients using department required patient identifiers to select the correct electronic medical record, reducing the chance for privacy, medical, or duplicate medical record errors.
Enter patient’s complaints/symptoms and them in the appropriate order based on severity of symptoms, completing all other required arrival information in the electronic medical record.
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 ER patients with 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 and that paperwork was completed.
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-pays, self-pay payments, and in some cases pre-payments 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 and pre-registration functions for patients.
Provide patients with admission information such as the VIP Folder as needed upon admission.
Obtain signatures for Medicare forms as required for admission within the 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 transportation vouchers and payment for transportation 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 work queues to resolve registration errors, 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, and make outbound calls as needed.
Monitor security cameras and door entry systems politely and communicate information to appropriate staff, patient, or visitor.
Address questions or concerns promptly or identify the appropriate resource to do so.
Use effective service recovery skills to solve problems or service breakdowns.
Remain flexible and reliable to react to frequent changes in duties and volume of work to meet the needs of various locations and patients.
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 patient's visitors as needed and appropriate based on current hospital guidelines.
Provide directions, help, or escort 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 occurrences or situations requiring leadership attention or action.
Use organizational and departmental resources efficiently.
Follow local, state, and federal healthcare regulations.
Perform light duty cleaning of registration, lobby, and waiting room areas.
Complete all required educational courses as assigned by leadership.
May be required to work alternate shifts, weekends, and overtime during peak periods.
Perform other duties as assigned.