Pre-Registration Specialist II

University of Arkansas System•Little Rock, AR

4d•Onsite

About The Position

This position works under supervision and provides comprehensive support for finance and patient care activities. The Pre-Registration Specialist II is the go to resource for complicated registrations. The work with coordination of benefits (COB) issues to ensure that primary insurance is filed appropriately and the secondary follows the primary. It is the responsibility of the Pre-Registration IIs to assist in denials of coordination of benefits issues on accounts not set up properly. Pre-Registration IIs collect patient intake documents ahead of the appointment which saves time and reduces paperwork. The specialist’s responsibilities include but is not limited to answering new and existing inbound/outbound calls, collection of patient demographics, which include personal demographics, employment, guarantor, emergency contact information and insurance information. While checking insurance the specialist verifies insurance information, checks for Medicaid PCP information, answers Medicare Questionnaires and checks for out of network or out of area coverage. The Specialist II directs out of network insured patients to Office of Financial Counseling while advising in network patients of their insurance copay and deductible. This position must be able to perform all duties of the Pre-Registration Specialist. Pre-Reg IIs assist with training and monitor calls for new Pre-Registration Specialist staff. Interacts with and assists the public in a professional and friendly manner virtually. Demonstrates effective communication skills, communicating accurate and complete information; maintains strict confidentiality. Demonstrates positive working relationships with co-workers, management team, and ancillary departments; deals with conflicts in a positive and professional manner using careful listening and negotiation skills to resolve disagreements; consistently utilizes communication devices and keeps accurate records. Demonstrates effective service recovery skills; follows the Core Concepts of Patient and Family Centered Care and the Basic Code of Conduct Guidelines. Assists internal and external stakeholders as needed with exceptional customer service. Conducts pre-registration, inputs and/or updates accurate patient information; Conducts insurance verification and benefits explanation by running eligibility on patients, requesting outside records, and gathering outside medical records from referrals; files patient charts as needed. This requires the Pre-Reg Specialist to understand insurance plan codes and be able to work with the patient to insure correct information is placed on correct Epic account. Appointment schedulers transfer the calls to Pre-Reg to add insurance information. Insurance does change and the Pre-Reg Specialist changes the insurance plans and codes as needed. The Pre-Reg IIs will get the out of network calls referred to them to work with Financial Counseling to resolve. Pre-Registration Specialist IIs must have ability to jump on difficult calls and assist Pre-Registration Specialists as needed. The IIs must have the ability to work with complicated out of network insurance issues with both insurance company and patient referrals. This may require contacting physicians and informing physicians of the patient’s insurance status. Pre-Reg IIs must be able to train at the elbow new staff to the Pre-Reg Department - sometimes more than one new employee at a time. Each new employee needs several weeks of at the elbow support, provided by Pre Reg IIs. This position may maintain initial plan of care (signatures, etc.), and is responsible for recording daily and monthly statistics and communication of any medical records issues which can include PCP referrals, information from insurance companies. Attends required training and/or in-services; attends staff meetings and participates in the orientation and/or training of new staff; participates in annual educational needs assessment. Maintains required job skill competencies and completes skills assessment annually; completes and maintains documentation of continuing education hours annually. Other duties as assigned which may include standing up a call line for patients for communicable disease screening, overflow from Student Employee Health. Requires rapid changeable communication with patients.

Requirements

High School Diploma/GED
Two (2) years of experience in customer service
Two (2) years of healthcare experience, preferably in registration or insurance verification or equivalent combination of experience and education
Ability to follow oral instruction, read and write
Computer/basic keyboard skills
Telephone etiquette skills
General knowledge of office machines including printers and scanners
Excellent customer service skills
Proof of legal authority to work in the United States on the first day of employment.

Nice To Haves

Associate’s degree or Bachelor's degree, healthcare related
Prefer 4 years of healthcare experience involving registration with insurance involvement.
Knowledge in basic medical terminology preferred, medical terminology competent within 3 months of hire.
Registration experience is preferred.

Responsibilities

Provide comprehensive support for finance and patient care activities.
Act as the go-to resource for complicated registrations.
Work with coordination of benefits (COB) issues to ensure primary insurance is filed appropriately and secondary follows the primary.
Assist in denials of coordination of benefits issues on accounts not set up properly.
Collect patient intake documents ahead of the appointment.
Answer new and existing inbound/outbound calls.
Collect patient demographics, including personal demographics, employment, guarantor, emergency contact information, and insurance information.
Verify insurance information, check for Medicaid PCP information, answer Medicare Questionnaires, and check for out-of-network or out-of-area coverage.
Direct out-of-network insured patients to the Office of Financial Counseling.
Advise in-network patients of their insurance copay and deductible.
Perform all duties of the Pre-Registration Specialist.
Assist with training and monitor calls for new Pre-Registration Specialist staff.
Interact with and assist the public in a professional and friendly manner virtually.
Demonstrate effective communication skills, communicating accurate and complete information; maintain strict confidentiality.
Demonstrate positive working relationships with co-workers, management team, and ancillary departments.
Deal with conflicts in a positive and professional manner using careful listening and negotiation skills to resolve disagreements.
Consistently utilize communication devices and keep accurate records.
Demonstrate effective service recovery skills.
Follow the Core Concepts of Patient and Family Centered Care and the Basic Code of Conduct Guidelines.
Assist internal and external stakeholders as needed with exceptional customer service.
Conduct pre-registration, input and/or update accurate patient information.
Conduct insurance verification and benefits explanation by running eligibility on patients, requesting outside records, and gathering outside medical records from referrals.
File patient charts as needed.
Understand insurance plan codes and work with the patient to ensure correct information is placed on the correct Epic account.
Change insurance plans and codes as needed.
Work with Financial Counseling to resolve out-of-network calls.
Jump on difficult calls and assist Pre-Registration Specialists as needed.
Work with complicated out-of-network insurance issues with both insurance companies and patient referrals.
Contact physicians and inform them of the patient’s insurance status.
Train new staff to the Pre-Reg Department at the elbow, sometimes more than one new employee at a time.
Maintain initial plan of care (signatures, etc.).
Record daily and monthly statistics.
Communicate any medical records issues, which can include PCP referrals and information from insurance companies.
Attend required training and/or in-services.
Attend staff meetings.
Participate in the orientation and/or training of new staff.
Participate in annual educational needs assessment.
Maintain required job skill competencies and complete skills assessment annually.
Complete and maintain documentation of continuing education hours annually.
Perform other duties as assigned which may include standing up a call line for patients for communicable disease screening, overflow from Student Employee Health.
Rapidly change communication with patients.