Registrar

Mercy Health System Corporation•Lake Geneva, WI

4d•Onsite

About The Position

The Registrar is responsible for engaging in positive interactions, providing friendly and helpful assistance to patients, visitors, and customers. This role involves anticipating and responding to needs, staying calm under pressure, and effectively dealing with difficult situations. The Registrar participates in team building, continuous quality improvement, and educational activities. They provide shadowing and training to new team members, use good judgment in emotional and demanding situations, and manage patient arrivals to the ER and Urgent Care. Key duties include signing in or checking in hospital outpatient visits, identifying patients needing immediate care, prioritizing registration by complaint severity, and monitoring the waiting area for changes in patient conditions. The Registrar admits surgical and direct admit patients, schedules and checks in hospital outpatient lab patients, and ensures correct electronic medical records are identified and selected to prevent errors. They enter patient complaints/symptoms, complete required arrival information, generate patient armbands, face sheets, and labels, and verify information during chaotic situations. The role involves gathering demographic, guarantor, and billing information, obtaining necessary signatures, verifying and updating insurance information, and identifying patients with out-of-network insurance. They also assist patients without insurance by working with financial counselors, identify payees, complete MSPQs for Medicare patients, and collect co-pays and payments. The Registrar assists with patient unit coordination, provides accurate information and updates, and assists other departments and outside EMS/EMT agencies. Pre-admission and pre-registration functions are performed, and patients are provided with admission information. Signatures for Medicare forms are obtained, and patient valuables are secured. The Registrar assists hospital staff during EPIC downtime or disaster mode, provides transportation vouchers, maintains and balances a cash drawer, and manages work queues to resolve registration errors. They assess the need for interpreters, handle telephone inquiries, monitor security cameras and door entry systems, address questions or concerns promptly, and use service recovery skills. Flexibility is required to react to changes in duties and work volume. The Registrar maintains a professional demeanor, completes travel screening questionnaires, tracks visitors, provides directions, and demonstrates teamwork. They communicate appropriately with leadership, charge nurses, physicians, and partners, and notify leadership of unusual occurrences. Efficient use of organizational and departmental resources and adherence to healthcare regulations are expected. Light cleaning duties may be performed, and assigned educational courses must be completed. Alternate shifts, weekends, and overtime may be required.

Requirements

Graduate of high school or equivalent preferred
One to two years customer service experience required
Knowledge of computer systems, to include navigation, typing, and data entry.
Detail oriented.
Strong oral and written communication skills.
Excellent problem solving, conflict management, time management and stress management skills in highly emotional and demanding situations.
Ability to use good judgment and utilize independent decision-making skills.
Able to work independently, as well as collaborate in a team environment.
Interpersonal skills to interact with patients to obtain needed information to communicate to partners and providers.

Nice To Haves

Knowledge of third-party payors preferred
Medical terminology preferred
EPIC knowledge preferred but not required.

Responsibilities

Engage in positive interactions, demonstrating friendliness by smiling and making eye contact when greeting all patients, visitors, and customers.
Provide helpful assistance in anticipating and responding to the needs of patients, visitors, and customers, staying calm under pressure to deal effectively with difficult people.
Participate in team building activities, continuous quality improvement activities, and educational experiences in support of departmental or Mercyhealth initiatives.
Provide shadowing and training to new partners.
Use good judgment in highly emotional and demanding situations.
Arrive patients to the ER and Urgent Care.
Sign in or check in hospital outpatient visits.
Identify patients in need of immediate care by visual assessment at time of registration, prioritize patient registration by severity of complaint, and monitor waiting area for changing patient conditions and alert triage RN to the need to re-evaluate patients.
Admit all surgical and direct admit patients.
Schedule and check in hospital outpatient lab patients.
Identify and select patients using department required patient identifiers to select the correct electronic medical record, reducing the chance for privacy, medical, or duplicate medical record errors.
Enter patient’s complaints/symptoms and them in the appropriate order based on severity of symptoms, completing all other required arrival information with the electronic medical record.
Generate patient arm band, face sheet, and patient labels.
Verify information before quickly applying patient armband during traumas or other chaotic situations.
Gather and enter into EPIC all necessary demographic, guarantors, and billing information from patients/family.
Obtain necessary signatures and documents for inpatient and outpatient registrations.
Verify patient insurance information and update insurance information as appropriate.
Identify patients in the ER that have an out of network insurance and provide this information to the appropriate ED partners.
Complete out of network paperwork and add an account note documenting conversation with staff and that paperwork was completed.
Identify patients without insurance and work closely with patient financial counselors to help facilitate self-pay services for patients without insurance.
Identify appropriate primary/secondary payees.
Complete MSPQ as required for Medicare patients.
Collect all applicable co-pay’s, self-pay payments, and in some cases pre-payment for services.
Assist with coordination of patients into the appropriate unit.
Provide accurate information and timely updates to patients, visitors, and customers.
Assist other departments at various hospital locations to notify when patients have arrived.
Assist outside EMS/EMT agencies to arrive patients to the facility and provide paperwork for billing purposes.
Perform Pre-admission functions for patients.
Perform Pre-registration functions for patients.
Upon admission provide patients with admission information such as the VIP Folder as needed.
Obtain signatures for Medicare forms as required for admission within the required timeframe.
Properly secure and return all patient valuables in accordance with Mercyhealth policy.
Assist hospital staff to facilitate patient care during periods of EPIC Downtime or during disaster mode.
Assist nursing staff to provide transportation vouchers and payment for transportation services for patients.
Maintain an accurate cash drawer.
Close and balance cash drawer at the end of each shift in compliance with our cash handling policy.
Manage work queues to resolve registration errors, allowing patient bills to process in a timely manner.
Assess and determine situations requiring an interpreter and when to use interpreter services effectively.
Log in, answer, return, and transfer all incoming telephone inquiries, and make outbound calls as needed.
Monitor security cameras and door entry systems in a polite manner and communicate information to the appropriate staff, patient, or visitor.
Address questions or concerns promptly or identify the appropriate resource to do so.
Use effective service recovery skills to solve problems or service breakdowns when they occur.
Remain flexible and reliable to react to frequent changes in duties and volume of work to meet the needs of our many locations and patients.
Manage work schedule efficiently to ensure all tasks and assignments are completed on time.
Present a friendly, approachable, professional demeanor and appearance.
Complete travel screening questionnaire for every patient, visitor, and customer that enters the facility.
Track patient's visitors as needed and appropriate based on current hospital guidelines.
Provide directions, help, or escort patients/visitors to the correct area.
Demonstrate teamwork by helping co-workers in and across departments.
Communicate appropriately, clearly, and timely to the leadership team, charge nurse, physician, and partners.
Use excellent judgment to notify the leadership team of all unusual occurrences or situations requiring leadership team attention or action.
Use organizational and departmental resources efficiently.
Follow local, state, and federal healthcare regulations.
Perform light duty cleaning of registration, lobby, and waiting room areas.
Complete all required educational courses as assigned by leadership.
May be required to work alternate shifts, weekends, and overtime during peak periods.
Perform other duties as assigned.