Patient Registrar- 2nd Shift

Mercyhealth•Janesville, WI

24d

About The Position

The Patient Registrar provides customer service while accurately registering, admitting, and scheduling patients across emergency, urgent care, and hospital outpatient services. The role supports timely care by ensuring accurate patient identification, insurance verification, demographic and billing documentation, payment collection, and compliance with healthcare regulations and organizational policies. The registrar assists patients, visitors, and staff; resolves concerns; helps train new team members; and supports efficient daily operations with professionalism, teamwork, sound judgment, and flexibility. This full-time position is scheduled for 40 hours per week on the second shift. The registrar may be required to work alternate shifts, weekends, and overtime during peak periods.

Requirements

One to two years of customer service experience.
Knowledge of computer systems, including navigation, typing, and data entry.
Detail-oriented, with strong oral and written communication skills.
Excellent problem-solving, conflict-management, time-management, and stress-management skills in highly emotional and demanding situations.
Ability to exercise good judgment and independent decision-making within established practices and procedures.
Ability to work independently and collaborate in a team environment.
Interpersonal skills to obtain information from patients and communicate it to partners and providers.
Willingness to work alternate shifts, weekends, and overtime during peak periods, as required.

Nice To Haves

High school graduation or equivalent.
Knowledge of third-party payors.
Knowledge of medical terminology.
EPIC knowledge.

Responsibilities

Greet and assist patients, visitors, and customers with friendliness, professionalism, and attention to their needs; remain calm when handling difficult or emotionally demanding situations.
Participate in team-building, continuous quality improvement, and educational activities; provide shadowing and training to new partners.
Register, admit, schedule, and check in patients for emergency, urgent care, surgical, direct-admit, hospital outpatient, and laboratory services; perform pre-admission and pre-registration functions.
Assess patients at registration for need for immediate care, prioritize registration by severity of complaint, monitor waiting-area conditions, and alert the triage RN when a patient needs reassessment.
Use required patient identifiers to select the correct electronic medical record and enter complaints, symptoms, arrival details, and other required information in the appropriate order.
Generate patient armbands, face sheets, and labels; verify information and apply armbands promptly, including during traumas or other chaotic situations.
Collect and enter demographic, guarantor, insurance, and billing information in EPIC; obtain required signatures and documents and identify appropriate primary and secondary payees.
Verify and update insurance information; identify out-of-network and uninsured patients, complete required paperwork and account notes, and coordinate with appropriate ED partners and patient financial counselors.
Complete Medicare Secondary Payer Questionnaires and obtain required Medicare admission signatures within the required timeframe.
Collect applicable copayments, self-pay payments, and, in some cases, prepayments; maintain an accurate cash drawer and close and balance it at the end of each shift according to policy.
Coordinate patient placement into appropriate units and communicate arrival notifications to other departments and outside EMS/EMT agencies; provide required billing paperwork.
Provide patients with admission information, such as a VIP Folder, and secure and return patient valuables according to policy.
Support hospital staff during EPIC downtime or disaster mode; assist nursing staff with transportation vouchers and payments for transportation services.
Manage work queues and resolve registration errors to support timely bill processing.
Assess when interpreter services are needed and use them effectively.
Answer, return, transfer, and make telephone calls; monitor security cameras and door entry systems and communicate relevant information to appropriate staff, patients, or visitors.
Address questions and concerns promptly, identify appropriate resources, and use service-recovery skills to resolve problems or service breakdowns.
Adapt to changes in duties and workload across locations, manage the work schedule efficiently, and complete tasks and assignments on time.
Complete travel-screening questionnaires for patients, visitors, and customers; track patient visitors when required by current hospital guidelines; provide directions or escort people to the correct area.
Collaborate with coworkers and other departments and communicate clearly and promptly with leadership, charge nurses, physicians, and partners; notify leadership about unusual occurrences or situations requiring attention.
Use organizational and departmental resources efficiently and follow local, state, and federal healthcare regulations.
Perform light cleaning in registration, lobby, and waiting-room areas; complete required educational courses and other duties as assigned.