Patient Registrar

Mercyhealth•Janesville, WI

15h

About The Position

Provides friendly, professional customer service while accurately managing patient registration, admissions, insurance verification, and billing information. Prioritizes patient needs, communicates effectively with healthcare teams, maintains confidentiality, and demonstrates teamwork, flexibility, and sound judgment to support quality patient care. This is a full-time position scheduled for 36 hours per week. The role requires some independent judgment, with alternatives limited by standard practices or procedures, and has no supervisory responsibilities.

Requirements

One to two years of customer service experience required.
High school graduate or equivalent preferred.
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 use good judgment and independent decision-making, work independently, and collaborate in a team environment.
Interpersonal skills to obtain information from patients and communicate it to partners and providers.
Self-starter willing to try new ideas, with a positive can-do attitude and sense of urgency.

Nice To Haves

Knowledge of third-party payors preferred.
Medical terminology preferred.
EPIC knowledge preferred but not required.

Responsibilities

Greet patients, visitors, and customers warmly; anticipate and respond to their needs, remain calm under pressure, and address concerns or direct them to the appropriate resource.
Participate in team-building, continuous quality improvement, and educational activities; provide shadowing and training to new partners.
Arrive patients to the ER and Urgent Care; sign in or check in hospital outpatient visits; admit surgical and direct-admit patients; and schedule and check in hospital outpatient lab patients.
Visually assess patients at registration, prioritize registration according to complaint severity, monitor waiting areas for changing conditions, and alert the triage RN when re-evaluation may be needed.
Use required patient identifiers to select the correct electronic medical record; enter complaints and symptoms in severity order and complete required arrival information.
Generate patient armbands, face sheets, and labels; verify information and promptly apply armbands, including during traumas or other chaotic situations.
Collect and enter demographic, guarantor, and billing information in EPIC; obtain required signatures and documents for inpatient and outpatient registrations.
Verify and update insurance information; identify out-of-network insurance and uninsured patients; complete related paperwork and account notes; coordinate with appropriate ED partners and patient financial counselors; identify primary and secondary payees; and complete Medicare Secondary Payer Questionnaires as required.
Collect applicable copayments, self-pay payments, and, in some cases, prepayments for services.
Assist with coordination of patients to the appropriate unit and notify other departments at hospital locations when patients arrive; assist outside EMS/EMT agencies with patient arrivals and billing paperwork.
Perform pre-admission and preregistration functions; provide admission information such as the VIP Folder; obtain required Medicare admission signatures within the required timeframe; 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 patient transportation.
Maintain an accurate cash drawer and close and balance it at the end of each shift according to cash-handling policy.
Manage work queues to resolve registration errors so patient bills can be processed in a timely manner.
Assess when interpreter services are needed and use them effectively.
Log, answer, return, transfer, and make telephone calls as needed.
Monitor security cameras and door-entry systems politely and communicate relevant information to appropriate staff, patients, or visitors.
Use service-recovery skills to resolve problems or service breakdowns; remain flexible and reliable as duties and workload change across locations.
Manage work schedules so tasks and assignments are completed on time; maintain a friendly, approachable, professional demeanor and appearance.
Complete travel-screening questionnaires for patients, visitors, and customers entering the facility; track visitors as needed under current hospital guidelines; provide directions or escort people to the correct area.
Demonstrate teamwork across departments and communicate clearly and promptly with leadership, charge nurses, physicians, and partners; notify leadership of unusual occurrences or situations requiring attention.
Use organizational and departmental resources efficiently and follow local, state, and federal healthcare regulations.
Perform light cleaning of registration, lobby, and waiting-room areas; complete assigned educational courses and other duties as assigned.
May be required to work alternate shifts, weekends, and overtime during peak periods.