Patient Registration

Rochester Regional Health

1d • Onsite

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

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
• Superb customer service, teamwork, and conflict resolution skills

Responsibilities

• 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 good 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

Benefits

• Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED