Registration Representative - Full-time 2nd Shift

Fisher-Titus Medical Center•Norwalk, OH

About The Position

The Registration Representative provides customer service coverage for Fisher-Titus and is responsible for supporting successful financial outcomes for patient services. The role includes patient registration, insurance verification, telephone coverage, data entry, filing protected health information, patient referrals, and point-of-service collections while maintaining patient relations and customer satisfaction. The position primarily supports emergency department operations, registering patients in a professional, compassionate, and timely manner in a high-stress environment. The representative coordinates patient arrivals, handles inquiries and calls, supports patients and visitors, gathers confidential health and financial information, maintains accurate electronic records, verifies insurance and medical necessity, and collects payments. The role requires confidentiality, regulatory compliance, safety awareness, professionalism, and delivery of compassionate, high-quality service. This is a full-time second-shift position. Fisher-Titus describes serving the greater Huron County community with a continuum of health and wellness care and a mission to deliver compassionate, convenient care that promotes lifelong health and wellness.

Requirements

High school diploma or GED required.
At least 3–5 years of customer service, administrative, and/or data entry experience required.
Customer service, teamwork, and conflict-resolution skills.
Efficient time-management skills and ability to multitask.
Strong written, oral, and interpersonal communication skills.
Demonstrated organization, planning, coordinating, and collaboration skills.
Strong understanding of and comfort with computer systems and Microsoft Office.
Ability to maintain confidentiality and follow applicable patient privacy, safety, and regulatory requirements.
Ability to work with patients and visitors in high-stress, emotional, crisis, or traumatic situations.

Nice To Haves

Associate's degree in healthcare administration, business administration, or a related field.
At least 3 years of experience in a healthcare environment.
Knowledge of database software applications.

Responsibilities

Greet and register emergency department patients professionally, compassionately, and promptly, maintaining a calm demeanor in high-stress situations.
Field and direct incoming calls, respond to patient and staff inquiries, and initiate triage notifications when needed.
Coordinate with patients and accurately record the day's expected arrival queue.
Manage registrations for emergency, trauma, behavioral health, direct admissions, transfers, and critical care patients while adapting to changing priorities and emergent situations.
Assist and direct patients, families, and visitors, using empathy and de-escalation skills in emotional, crisis, or traumatic situations.
Gather and verify confidential health and financial information using computer software to support payment for authorized services.
Enter new patient data, update records, verify electronic medical record completeness, make necessary changes, and file records according to Fisher-Titus policy.
Maintain patient confidentiality and comply with HIPAA, EMTTLA, Medicare, and other applicable regulations.
Verify insurance eligibility and benefits within the timeframe established by Fisher-Titus.
Verify medical necessity according to CMS standards and communicate relevant coverage information to patients.
Collect point-of-service payments according to organizational policies while maintaining excellent customer service.
Identify patients who qualify for ABN, TEAM, MOON, and IMM forms.
Follow safety policies and procedures and maintain a safe working environment.
Maintain professionalism in appearance, speech, and conduct, and provide services in accordance with state and federal regulations and organizational standards.
Support Fisher-Titus's mission, vision, and CARES values; protect patient rights, privacy, dignity, and well-being.
Support safety, confidentiality, quality assurance, regulatory compliance, and a workplace free from sexual harassment and illegal or discriminatory behavior.
Communicate compassionately using active listening, AIDET, key words at key times, and HEART service recovery techniques.
Demonstrate service etiquette by greeting patients, maintaining a calm and positive manner, protecting privacy, respecting patient diversity, and managing expectations.
Follow safety guidelines, contribute to a culture of safety, and engage in efficient, purposeful work and continuous process improvement.