Pre-Registration Rep I

Baystate Health•Springfield, MA

7h•$19 - $25•Hybrid

About The Position

Under the direction of the Pre-Registration Supervisor and Manager a Pre-Registration Rep processes inbound and outbound calls to pre-register patients for upcoming services, collects/verifies/updates all account demographic and financial information, verifies insurance for assigned carriers, provides preparation instructions and directions to provider locations, and educates patients on their financial responsibilities in an effort to collect the pre-determined amounts.

Requirements

Customer Service experience
GED or HiSET

Nice To Haves

Previous experience in patient registration.
Bi-lingual.
Microsoft Office Suite Skills

Responsibilities

Successfully complete training in Pre-registration department policies, procedures, workflows, and applications including annual web-based training and basic medical terminology.
Learn and use Contact Center phone systems with confidence.
Complete departmental orientation to product lines; demonstrate competency in introductory proficiency testing >90%.
Receive sign-off by mentor in product line activities.
Complete Compassionate Connections Program.
Maintain at least a 90% QA pass rate in overall account reviews, MSP, and RQA alerts.
Respect: Treat all patients, coworkers, and internal partners with dignity and respect.
Integrity: Be honest, trustworthy, dependable, and use good judgment in your work; lead by example.
Teamwork: Maintain individual productivity and support workgroup effectiveness. Build and nurture relationships and value others.
Lifelong Learning: Strive to be curious in the pursuit of knowledge while being open and taking in new ideas and perspectives.
Service Focus: Identify opportunities that benefit our patients, coworkers, and internal partners.
Ownership: Take initiative, responsibility, and accountability for one’s own performance; be proactive, ask questions, develop ideas, and ask for feedback.
Collaboration: Communicate with internal and external partners with open-mindedness to achieve shared goals; professionally resolve conflict when it arises.
Valuing Differences: Contribute to a work climate where differences are valued and supported; seek to understand different perspectives and cultures.
Courage: Show initiative, ask questions, think big, and step out of your comfort zone.
Greet patients over the phone in warm, friendly manner demonstrating appropriate amount of interest or concern; use welcoming language.
Maintain patient confidentiality by use of identity verification processes and tools.
Effectively communicate with patients to gather detailed demographic and payor information to ensure fiscal reimbursement for the organization.
Ability to communicate verbally and/or in writing with coworkers and clinical partners to problem solve issues and share recommendations for improvements.
Process inbound and outbound calls to pre-register patients for upcoming scheduled procedures at all BHS hospitals. Validate that all demographic and insurance information is current to ensure successful billing.
Assist patients with general information and provide customer service using basic knowledge of organization policies and procedures.
Provide procedural preparation instructions to patients to ensure a smooth clinical process.
Ability to analyze data received from insurance carriers to determine and educate patients about their financial responsibility for their visit.
Request and collect pre-determined patient responsibility payments; process credit card payments for services.
Average of 70 calls per day is expected.
Complete department daily task assignments (IVF, Lactations, CF Cases)
Demonstrate ability to manage scheduling changes and coverage expectations