Registration Coordinator

The Ohio State University

1d•Onsite

About The Position

The Registration Coordinator supports the Revenue Cycle at The Ohio State University Wexner Medical Center by providing customer service and accurately processing patient demographic, insurance, scheduling, and registration information. The coordinator is an expert in an assigned product, process, or service-line area, such as appointment scheduling, admissions, preregistration and registration, insurance verification, or patient-liability determination and communication. The role provides patients and clinical staff with accurate information, coordinates requests, resolves routine and complex customer issues, and works with clinical staff, medical secretaries, and service-line teams to meet customer and department needs. Responsibilities include interviewing patients or relatives, maintaining records, facilitating patient access and throughput, scheduling and coordinating appointments, verifying insurance eligibility and benefits, collecting applicable payments, and completing required forms and documentation. The coordinator helps manage clinic schedules and patient flow, communicates scheduling requirements and financial implications, arranges interpreter services when needed, and assists patients and visitors with information and navigation. The role also operates and troubleshoots relevant systems and equipment, resolves assigned work-queue contacts, and provides cross-coverage as required. The coordinator trains new team members, maintains department performance standards, monitors certain authorization and approved-visit requirements, and supports university medical-center communication and marketing initiatives. The position is regular, scheduled for 30 hours, and works first shift at East Hospital - Tower.

Requirements

High school diploma or GED.
PC knowledge.
Interpersonal, verbal, and written communication skills.
At least 6 months of experience in customer service or a healthcare environment.
Ability to use a variety of software packages, including the electronic medical record, scheduling and registration systems, ABN and eligibility systems, and document-management software.
Ability to work in multiple systems for assigned tasks, management, and reporting.
Ability to prioritize and coordinate multiple tasks in a busy environment.
Ability to provide a high level of customer service and solve customer problems.

Nice To Haves

Associate degree.
At least 1 year of experience in a Patient Revenue role at OSUWMC.
Experience with Windows, Excel, and intranet/internet navigation tools and system content.
Medical terminology, coding, and third-party reimbursement experience.
Strong problem-solving and presentation skills.

Responsibilities

Interview patients or relatives and obtain registration, financial, demographic, and insurance information and required signatures.
Identify patients accurately in the Patient Management System and maintain patient records.
Greet patients and visitors, assess their needs, provide information, and direct them to appropriate services or locations.
Review insurance cards and eligibility responses, determine the correct insurance code, and verify insurance eligibility and benefits through available systems or by phone or web.
Obtain required consent, release-of-information, Medicare Secondary/Payer, Champus, and other forms; perform ABN checks for Medicare patients as required.
Collect financial-assistance and HCAP information, complete applications as needed, and collect copayments or other patient liabilities when required.
Schedule, reschedule, and coordinate patient appointments across departments, including outbound scheduling, preregistration, and follow-up calls as assigned.
Manage daily clinic schedules and collaborate with management and clinical teams to improve patient flow by adjusting schedules, templates, and access-team coverage.
Keep product and service-line information current in systems and inform patients or referring physicians about scheduling requirements.
Scan appropriate paperwork into the Document Imaging System and generate patient letters and information packets as needed.
Use ancillary and scheduling systems to determine patient agendas and communicate patient status; respond to requests using internal and external resources.
Explain preparation for tests or provide physician-requested educational literature, arrange interpreter services as needed, and provide non-clinical information about health-system policies, parking, and other services.
Coordinate emergent transfers and appointments, closing communication loops with Admitting, medical secretaries, physicians, and other relevant parties.
Resolve contacts in assigned work queues to schedule or preregister patients, collect information, and correct incomplete information.
Identify out-of-network and government managed-care requirements and ensure appropriate authorization or pre-certification for services when needed; monitor approved clinic visits and initiate additional requests as necessary.
Inform patients about financial implications, including those related to services and coverage, to help prevent significant financial impact.
Complete scheduling and registration transactions accurately and promptly while promoting customer satisfaction and resolving complex customer issues.
Escort patients to destinations when appropriate, which may include pushing wheelchairs or carrying luggage, and advise departments of patient arrival.
Serve as a point of contact for patients and families seeking help with bills, departments, or navigating the medical center; report situations that may affect customer-service goals.
Operate and troubleshoot systems and equipment necessary for the job.
Train new team members and adapt orientation and education to learners’ needs.
Maintain performance meeting corporate and department standards, including productivity, quality assurance, and attendance.
Initiate C-9s with the Ohio BWC and monitor approved visits, initiating additional C-9s as necessary.
Participate in and support OSUWMC Communication and Marketing initiatives; perform other duties as assigned.