Patient Registration Specialist - Defiance Regional Hospital

ProMedica•Defiance, OH

2d•Onsite

About The Position

The Patient Registration Specialist II registers and pre-registers patients receiving medical services by collecting their information, verifying insurance, and receiving payments. The role also responds to or routes questions from patients, visitors, and staff, and may escort patients to appointment locations or help them find their way. This position performs face-to-face registration, pre-registration, walk-in outpatient scheduling, and payment collection for all patients, including self-pay patients. It verifies insurance benefits and patient cost-sharing, supports patients with benefit and financial-responsibility questions, and contacts patients by phone to obtain information needed for registration and billing. The specialist maintains accurate, complete registrations and works to meet productivity and quality standards. The role requires effective coordination with financial counselors, service-delivery areas, management, coworkers, and patients. It includes resolving registration errors in Epic work queues, independently reviewing assigned reports and queues, maintaining knowledge of insurance requirements, mentoring Level I Registration Specialists, participating in quality initiatives, and helping train new staff as needed. The position also requires protecting patient privacy and rights and providing respectful, helpful customer service. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Ability to read and speak English.
One year of work within ProMedica Patient Access and achievement of all KPI expectations to be promoted to Patient Registration Specialist II.
Ability to solve problems accurately and independently, demonstrated by scoring at least 80% on a basic skills test.
Excellent communication, customer-service, and interpersonal skills in a fast-paced environment.
Ability to input and retrieve information using a computer and operate a calculator, fax machine, and copier.
Previous experience with computers and office applications.
Commitment to exceptional customer service.
Strong organizational skills and ability to multitask.

Nice To Haves

Experience or basic knowledge of health insurance plans and medical terminology.

Responsibilities

Perform face-to-face registration, pre-registration, walk-in outpatient scheduling, and collection functions for all patients, including self-pay patients.
Use electronic insurance verification systems to verify benefits and determine copayments or coinsurance; request applicable payments from eligible patients.
Contact patients by phone to obtain information needed for registration, billing, and financial-responsibility processes.
Assist patients with benefit and financial-responsibility inquiries and post payments to patient accounts as appropriate.
Complete registration questionnaires efficiently while meeting departmental productivity and system policies; perform other departmental duties when registration work is unavailable.
Review work for completeness and accuracy and meet department registration accuracy standards and monthly KPI expectations.
Identify issues affecting registration timeliness or quality, provide feedback to management, and work with management toward resolution.
Independently review assigned reports and work queues to meet goals and deadlines.
Maintain current knowledge of insurance requirements communicated through email, memoranda, educational materials, and in-services.
Seek assistance from Financial Counselors when needed and communicate with service-delivery areas when unresolved financial issues may affect appointment schedules.
Respect patient rights and dignity and maintain privacy, confidentiality, and compliance with HIPAA and privacy practices.
Escort customers or employees to requested locations when possible and offer assistance to people who appear lost.
Take ownership of customer problems and resolve them promptly when able or escalate them to the appropriate department.
Organize and prioritize daily work, adapt to workload peaks and changing assignments, complete work within appropriate time frames, and assist coworkers as needed.
Work in a self-directed manner with minimal supervision and demonstrate a positive, respectful, and helpful attitude toward patients, physicians, visitors, and healthcare team members.
Resolve registration errors in Epic work queues and proficiently navigate Epic, Recondo, and other applicable systems, including online payer systems.
Shadow another Revenue Cycle area annually for 4–8 hours.
Pass competency exams.
Mentor Level I Registration Specialists.
Participate in meaningful quality initiatives and assist management with training new staff as necessary.
Perform other duties as assigned.