About the position
The purpose of this position is to register all patients needing services and handle all first call resolutions for the departments assigned. The role is responsible for obtaining accurate and complete demographic, financial, and medical information. The employee will transfer calls as appropriate, and/or make appointments as necessary. For procedures, the employee may pre-register the patient, verifying insurance, etc. In addition, the employee may assist with making referrals. The person performing this role anticipates and acts on the needs of our customers to enhance their patient experience. Responsible for pre-registering and scheduling moderately complex procedures and coordinating multiple resources for patient services. May also perform duties for prior authorization, referrals (incoming/outgoing), good faith estimates, and/or payment collections.
Responsibilities
- Engage patients throughout the registration process to create a welcoming and positive patient experience.
- Consistently display good customer service behaviors to all patients and visitors to promote positive patient experiences.
- Assist patients to their destination as needed and manage patient visitor flow according to hospital policy and safety guidelines.
- Obtain and accurately enter required information for registration into the electronic health system.
- Follow prescribed procedures for positive identification and medical record number assignment.
- Review demographic and insurance information for completeness and correct any deficiencies.
- Ensure all appropriate signatures are obtained and forms completed.
- Provide information and/or handouts and answer questions on patient rights and responsibilities.
- Thoroughly and accurately document insurance verification information in the system.
- Answer all inbound and/or place outbound telephone calls as assigned.
- Contact patients by phone to remind them of upcoming appointments and relay instructions.
- Cancel and reschedule appointments as needed.
- Organize, expedite and follow-up on any paperwork related to patient care.
- Schedule various types of appointments for providers and communicate necessary instructions.
- Perform various administrative support duties for department/work location.
Requirements
- High School Diploma or equivalent required.
- Two (2) years of related customer experience, preferably in healthcare required.
- Experience demonstrating proficiency in scheduling OR pre-registering patients.
Nice-to-haves
- Prior call center experience.
