Patient Registration

Rochester Regional Health

13d•$19 - $27

About The Position

Hospital professional will be responsible for the comprehensive servicing of GH patients with a focus on the critical aspects of patient registration including making an empathetic first impression, soliciting personal health information, answering sensitive patient questions/concerns, insurance verification, co-payments scheduling and pre access for the entire hospital. Individual will also share work in the hospitals telephone switchboard.

Requirements

High School Diploma or GED required
Incumbent must possess superb customer service, teamwork, and conflict resolution skills

Nice To Haves

At least 1-3 years of customer service, administrative, and/or data entry experience preferred
1-2 years of previous experience in hospital related field preferred
Experience with database software applications desired
Medical Terminology
EHR Programs (e.g. Epic)
ICD-10, CPT, HCPCS codes and coding processes
Hospital billing processes and reimbursement

Responsibilities

Registration Interviews the patient and/or family member either in person or by telephone to collect demographic, financial, and medical information
Performs correct name inquiry and identifies patient according to policy and procedure without errors
Collects complete demographic information of patient including address, phone number, and employer
Collects medical information to include patient complaint
Explains consent information, obtains signatures, witnesses (legibly) with no omissions
Obtains copy of patient identification document(s)
Completes registration process within five minutes for preregistered patients and ten minutes for non-preregistered
Contacts physician offices to obtain and confirm patient information
Views insurance card(s) and scans into computer system reviewing for mandatory precertification and/or other third party payer requirements
Collects complete financial information to include payer name, identification number, group number, subscriber name, guarantor name and address, and precertification numbers
Selects appropriate financial class and insurance code
Performs online real-time eligibility verification and registration scrub via Epic and makes changes to registration errors accordingly and in a timely fashion
Screens for insurance eligibility via insurance websites, where appropriate
Completes Medicare Secondary Payer Questionnaire for all Medicare-eligible patients
Completes all admission forms required by Medicare
Verifies third party payer benefits and Worker’s Compensation according to departmental policy and procedure
Collects any patient-pay balances such as copay, co-insurance, or deductible at time of registration
Refers patient to Patient Financial Advocacy Program when appropriate and per departmental procedure
Balances cash drawer, completes cash receipt, issues patient receipts and secures cash drawer daily with no exceptions. May be responsible for daily security of cash safe.
Serves as hospital switchboard operator answering the phone in a courteous and professional manner and responds to patient/customer inquiries/needs in an expedited manner
Communicates effectively when answering assigned telephone lines within three rings and identifying self at all times
Serve as answering service for the doctors while responsible for switchboard operations and pages providers as needed
Complete all paging for admission outpatient areas
Maintain the Call schedules and away notice
Manage the Hospital Lockdown from 8p -6am
Monitor various life support alarms located in the office and reporting danger alarms for the correct person
Provides directions for patients and/or visitors
Receives, processes, and coordinates bed requests for patient bed assignments
Performs other clerical duties as assigned by Patient Access Manager
Practices proficient customer service skills by greeting and treating all patients and staff with respect and discretion
Capable of empathizing with the circumstances of patients and families while maintaining an objective approach to the disposition of each account
Provides an explanation of any patient wait and responds to all patient requests. Notifies manager of any patient wait times longer than 15 minutes.
Greets each patient and identifies self by name and role
Manages waiting room and patient arrival needs
Identifies and directs patients to ED registration as needed
Welcomes patients to facility in a friendly and courteous manner
Notifies the manager of incidents, errors or patient complaints
Maintains patient privacy and confidentiality at all times according to established procedures
Assess environment for safety hazards, which could harm patients, visitors, or other hospital employee’s and reports any identified safety hazards to facilities/housekeeping/manager
Exhibits professionalism in appearance, speech and conduct
Provide orientation and training of new staff
Attend and actively participate in Patient Access Meetings, Training Sessions, and in-service educations, etc.
Attend and actively participate in required and voluntary in-service education
Participate in performance improvement within the organization and department