Patient Registration Specialist - Defiance Regional Hospital

ProMedica•Defiance, OH

4d•Onsite

About The Position

The Patient Registration Specialist II registers and pre-registers patients entering ProMedica facilities for medical services. The role obtains patient information, validates insurance, collects payments, answers or refers questions, and may help patients find or reach their appointment locations. The specialist performs face-to-face and phone registration activities, outpatient scheduling and payment collection, including for self-pay patients. The position also supports accurate and timely registration, patient privacy, customer service, and daily department operations. Patient Registration Specialist II employees mentor Level I specialists, assist with training new staff, participate in quality initiatives, and complete an annual 4–8-hour shadowing experience in another Revenue Cycle area.

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 computer information 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 payment collection for all patients, including self-pay patients.
Use electronic insurance verification systems to verify benefits and determine copayments or coinsurance, and request eligible patients’ payments to meet monthly Point of Service goals.
Contact patients by phone to obtain information for registration, billing, and financial responsibility through the pre-registration process.
Assist patients with general benefit and financial responsibility questions and post payments to patient accounts as appropriate.
Complete registration questionnaires efficiently while meeting productivity standards, and perform other departmental duties when patients cannot be registered.
Review work for completeness and accuracy and meet department registration accuracy standards.
Identify registration issues that affect timeliness or quality, provide feedback to management, and work with management to resolve them.
Review assigned reports and work queues independently to ensure goals and deadlines are met.
Maintain current knowledge of insurance requirements communicated through emails, memoranda, educational matrices, and in-services.
Seek assistance from Financial Counselors when needed and communicate with service delivery areas when unresolved financial issues may threaten appointment schedules.
Protect patient rights, dignity, privacy, and confidentiality, and comply with HIPAA guidelines 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.
Work cooperatively as a team member, adapt to workload peaks and changes in assignments, complete work on time, and assist coworkers as needed.
Provide positive, supportive, respectful, and helpful service to patients, physicians, visitors, and other healthcare team members.
Resolve registration errors in Epic work queues.
Demonstrate proficient navigation of Epic, Recondo, applicable systems, and online payer systems.
Pass competency exams.
Mentor Level I Registration Specialists.
Participate in meaningful quality initiatives.
Assist management with training new staff as needed.
Shadow another Revenue Cycle area annually for 4–8 hours.
Perform other duties as assigned.