Marlborough Registration Representative Full-Time Days

UMass Memorial Health•Marlborough, MA

About The Position

The Patient Registration Clerk performs registration duties under the general direction of the Patient Access Manager and/or Director. The role helps patients access healthcare by providing professional, compassionate registration services for inpatient and outpatient care, along with clerical and administrative support. The employee enters patient demographic, insurance, and related information into computer-based registration and scheduling systems; collects patient liabilities as appropriate; obtains signatures for required forms; and maintains confidentiality of patient information. The position is primarily scheduled Monday through Friday, 7:30 a.m.–4:00 p.m., with some Saturdays from 7:00 a.m.–3:00 p.m. and holidays as scheduled. The employee must be available occasionally to cover shifts from 6:30 a.m.–3:00 p.m. or 9:30 a.m.–6:00 p.m. EPIC training takes place in Worcester for the first two weeks, 8:00 a.m.–4:30 p.m. Hours may vary according to operational needs. The role includes close-supervision on-the-job training.

Requirements

High school diploma or GED.
Customer service experience.
Ability to receive and complete on-the-job training under close supervision.
Ability to maintain regular, reliable, and predictable attendance.
Ability to comply with patient confidentiality, departmental policies, and health and safety requirements.

Nice To Haves

Previous clerical experience.
Previous Meditech experience.
A good understanding of medical terminology.

Responsibilities

Provide professional, compassionate customer service and service recovery.
Accurately collect and enter patient demographic and financial information for all registration types; obtain signatures, scan documents, obtain ABNs/IMMs when applicable, and collect patient financial responsibility.
Use reference materials to determine appropriate actions and seek guidance when needed.
Follow established downtime procedures and proactively work on downtime tasks, including DLs, Insurance Management desktop work, renaming faxed orders, cleaning up old or used orders, and keeping work and patient waiting areas neat and presentable.
Understand the role in Press Ganey/HCAHPS scores and contribute positively to the patient experience and likelihood to recommend.
Process preregistrations for appointment types and locations, excluding the emergency room.
Answer telephone calls and return voicemails promptly.
Seek guidance from the department manager when uncertain or when unusual situations occur; avoid impulsive decisions.
Build and maintain good relationships with patients, visitors, ancillary departments, physician office personnel, and coworkers; communicate openly and work effectively as part of a team.
Use available eligibility resources to verify that the correct insurance is listed in patient accounts.
Accurately identify and estimate patient financial liabilities, including copayments, deductibles, coinsurance, and deposits; actively collect, receipt, post, and reconcile cash.
Consistently meet or exceed Quality Review scores of 80% in at least 9 of 12 months each year.
Comply with departmental policies, procedures, objectives, and health and safety requirements; attend required meetings, conferences, and seminars; use quality improvement in daily work; maintain reliable attendance; and perform other related duties as directed.
Obtain patient and witness signatures for required paperwork, including consent to treat, HIPAA and privacy forms, Medicare Rights, Important Message for Medicare, and Patient Rights documents.
Maintain the confidentiality of patient information.
Work some holidays and 1–2 Saturdays per month if needed, and provide occasional coverage for alternate shifts.