Patient Registration Representative (Blom Administrative Campus)

OhioHealth•Columbus, OH

12d

About The Position

This position begins the Revenue Cycle process by collecting accurate demographic and financial information to produce a clean claim necessary for timely reimbursement. The representative provides customer service during encounters with patients, families, visitors, and OhioHealth physicians and associates. Registration may be performed by phone, virtually, face to face, at bedside, in Patient Access areas, or offsite. Depending on the care site, the role may also include visitor management, credentialing visitors, and providing wayfinding assistance. The role requires accurate patient identification and registration, insurance eligibility and authorization work, collection of patient balances, preparation of estimates and regulatory documents, and support for billing and financial-aid questions. The representative uses computer systems and multiple work processes while maintaining confidentiality and following policies specific to each access area. Responsibilities also include assisting clinical staff, training new associates, supporting reception areas, and escorting or transporting patients safely. As a High Reliability Organization, OhioHealth expects a focus on safety, quality, and efficiency. The job profile is an overview and may change; it is not an exhaustive list.

Requirements

High school diploma or GED.
Excellent communication, organization, and customer service skills.
Basic computer skills.
One to two years of previous experience in a medical office setting.

Responsibilities

Accurately identify patients in the EMR system.
Obtain and enter accurate patient demographic and financial information through standard work processes while maintaining confidentiality and providing customer service.
Provide exceptional customer service to patients, families, visitors, and OhioHealth physicians and associates.
Perform registration functions in any Patient Access area.
Use critical thinking to make decisions, resolve issues, and escalate concerns when needed.
Use computer programs to enter and retrieve information.
Verify insurance eligibility through online systems, payer websites, or phone calls.
Secure and track insurance authorizations and process BXC patients.
Transcribe ancillary orders and schedule outpatients.
Generate, print, and provide patient estimates using price estimator products.
Collect patients’ out-of-pocket expenses and past balances, and attempt to collect residual balances from previous visits.
Answer questions about insurance residuals and self-pay accounts.
Use knowledge of CPT codes to select codes accurately from clinical descriptions.
Generate regulatory documents and obtain consent signatures.
Identify or determine patient out-of-network acceptance into the organization.
Review insurance information and discuss available financial aid with patients.
Explain billing procedures and hospital policies and provide appropriate literature and documentation.
Scan documents required for claim submission into patients’ medical records.
Escort or transport patients safely and efficiently to and from various destinations.
Assist clinical staff with administrative duties as needed.
Comply with policies and procedures unique to each access area.
Assist with training new associates.
Oversee reception desks and lobbies, including maintaining cleanliness and order in lobbies and surrounding work areas.
Go to nursing units to register patients or obtain consents.
Use a multi-line phone system and transfer callers to appropriate patient rooms or other locations.
Make reminder phone calls to patients.
Process offsite registrations, offsite paper registrations, and preregistered paper accounts.
Maintain patient logs for statistical purposes.
Review insurance information and determine the need for referrals or financial counseling.
Educate patients on MyChart, including activation.
Where applicable, perform visitor management, credential visitors, and provide wayfinding assistance.