Patient Registration Specialist - Patient Access Evening ( 2p-12:30a ) 40hrs/wk

University of Michigan Health-West•Wyoming, MI

1d•Onsite

About The Position

Patient Registration Specialists demonstrate excellent customer service, perform efficient and quality work, create the ideal experience for our patient and families, and contribute toward an encouraging and positive workplace culture. They ensure personal, demographic, and insurance information is obtained from the patient or their representative and accurately entered into the electronic health record. Patient Registration Specialists also verify eligibility of patient insurance to ensure it is active for the appropriate date of service and work collaboratively with patients and insurance companies when a potential billing issue exists.

Requirements

High school diploma or G.E.D.
One year or more of work experience in a customer service setting with an excellent attendance and punctuality record.
Customer-focused interpersonal and communication skills.
Computer literacy and ability to enter a substantial amount of data while maintaining a high level of accuracy.
Work independently in a rapidly changing environment.
Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
Demonstrate dependability, initiative, ability to prioritize, and ability to accept direction.
Maintain professional oral and written communication skills.
Spell accurately and use proper grammar.
Maintain the highest level of customer service, confidentiality, data integrity, and compliance.
Meet departmental requirements pertaining to attendance and performance.
Meet annual competencies timely.

Nice To Haves

Associate or bachelor’s degree or equivalent experience and education, preferred.
Work experience in a health care environment, preferred.
Knowledge of group health plans, government health plans, automobile and workers compensation plans, preferred.

Responsibilities

Obtain/verify patient demographic, the individual responsible for patient balances, and insurance data in accordance with department guidelines and expectations.
Adhere to patient verification guidelines and accurately input all information into the electronic health record.
Verify insurance eligibility using on-line systems and manual processes to ensure coverage is active and the patient is listed on the policy.
Identify and resolve patient insurance discrepancies that could result in claim rejections or over-payments.
Communicate with internal and external customers on behalf of the patient to resolve issues.
When necessary, involve and guide the patient through the steps needed to achieve successful issue resolution.
Identify patient balances and provide basic-level explanation on the source of the balance.
Identify and escalate financially at-risk patients following unit policy and procedure.
Complete system work queue activity within unit scope.
Respond appropriately to general inquiries from patients and staff.
Recognize process and system issues and take the appropriate steps to investigate and resolve them.
Escalate issues to the appropriate person when necessary.
Collaborate with other departments and insurance companies to ensure applicable protocols and processes are followed.
Attend and participate in operational huddles, meetings, and one-on-one discussions.
May work in other locations performing registration functions based on staffing needs.
Based on location, may perform scheduling, arrival, check-in, and applicable prescreening procedures.
Based on location, may provide information and obtain signatures as required by regulatory agencies while in compliance with federal and state regulations as well as other accrediting bodies.
Based on location, may perform document imaging.
Based on location, may collect and post payments.
Based on location and within established guidelines, determine the necessity for immediate attention and conditions of an emergent nature.
Perform other duties as assigned. These may include but are not limited to maintaining a current knowledge base of department processes, protocols, and procedures; pursuing self-directed learning and continuing education opportunities; participating on committees, task forces, and work groups as determined by leadership.