Patient Registration Technician-Full Time

FAMILY HEALTH CARE CENTER OF KALAMAZOO•Kalamazoo, MI

7d•Onsite

About The Position

The Customer Experience Technician plays a crucial role as the first point of contact for patients, providing clinical excellence with outstanding patient experience. This position ensures that all members of the community have access to quality, comprehensive, patient-centered healthcare. As a federally qualified health center (FQHC), the organization serves all people with quality healthcare, dignity, and respect, envisioning a seamless health care delivery system that is proactively responsible for the medical, dental, and psychosocial needs of underserved individuals, children, and families in Kalamazoo County. The technician greets and assists in patient registration, verifies patient information, schedules appointments, and collects payments. Accurate entry of demographic and insurance/billing information is critical, understanding its impact on both the patient and the organization. The role involves referring patients to a Financial Counselor for assistance when needed and requires the ability to multitask and quickly recall specific provider scheduling requirements. The position is situated in a high-traffic, high-volume area, demanding the ability to focus in such environments. Other duties may be assigned.

Requirements

Basic computer skills.
Aptitude to learn additional software as introduced into the job.
Manages difficult or emotional customer situations.
Responds promptly to customer needs.
Solicits customer feedback to improve service.
Responds to requests for service and assistance.
Meets commitments.
Speaks clearly and persuasively in positive or negative situations.
Listens and gets clarification.
Responds well to questions.
Participates in meetings.
High school diploma or general education degree (GED) required.

Nice To Haves

Medical Administrative Assistant certification preferred.
Two plus years of experience in a healthcare setting; or equivalent combination of education and experience.
Bilingual (English and Spanish) desired.

Responsibilities

Greets and assists in the registration of patients by providing outstanding quality care.
Verifies patient information, schedules appointments, and collects payments.
Accurately enters demographic and insurance/billing information in a timely manner.
Refers patients to Financial Counselor for financial assistance when identified.
Skillfully communicates with patients in person and over the phone by quickly screening calls and routing patients to the proper department or person.
Collects current patient demographic information such as name, address, age, persons to notify in case of emergency, and individual or insurance company responsible for payment of bill.
Understands how to use the functions and features of the individual telephones, as well as the functions and features of the facility switchboard and other computer systems.
Performs filing and insurance research.
Explains Family Health Center's regulations regarding payment of accounts.
Assists with patient flow and schedules medical appointments, while using department approved scripting to communicate effectively and consistently with patients.
Responsible for collecting payments and issuing receipts to patients.
Tallies receipts and monies at the end of the shift.
Understands and complies with the Center's policies governing cash receipts and balance sheet requirements.
Maintains confidentiality and complies to HIPAA regulations in written and oral situations.
Oversees the patient waiting area, coordinates patient movement, and reports problems or irregularities to the Manager or other appropriate managers and directors.
Participates in the employee scheduling rotation process in order to provide proper, weekend and evening coverage of the front desk and call center functions.
Provides center-wide translation assistance for the Center's non-English speaking patients when applicable.
Other duties as assigned.