Registration Representative - Full-time 2nd Shift

Fisher-Titus Health•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. Duties include patient registration, insurance verification, telephone coverage, data entry, filing protected health information, referrals, and point-of-service collections while maintaining patient relations and customer satisfaction. The role registers emergency department patients and patients receiving emergency, trauma, behavioral health, direct admission, transfer, and critical care services. It gathers and verifies confidential health and financial information, maintains accurate electronic medical records, verifies insurance eligibility and medical necessity, communicates coverage information, and collects payments in accordance with organizational policies. The representative assists patients, families, and visitors, responds to inquiries, and adapts to changing priorities and stressful situations while protecting privacy and complying with applicable regulations. The position supports Fisher-Titus’s mission, vision, CARES values, patient rights, safety practices, quality assurance, and regulatory compliance. It emphasizes compassionate communication, service etiquette, patient privacy, safety, and efficient, high-quality work. The listed schedule is full-time, second shift. Working conditions include standing, walking, sitting, bending, squatting, climbing, reaching, lifting, carrying, pushing, and pulling; lifting up to 50 pounds is listed for one-third or more of the time. Body-fluid exposure is possible.

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 comfort level with computer systems and Microsoft Office.
Ability to maintain patient confidentiality and comply with applicable regulations and organizational policies.

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 in a timely manner, maintaining a calm demeanor in high-stress situations.
Field or direct incoming calls, respond to patient and staff inquiries, and initiate triage notifications when necessary.
Coordinate and accurately record the day’s expected arrival queue with patients.
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, verify and update patient records, check electronic medical records for completeness, make changes as needed, 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 determined 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.
Maintain a safe working environment and follow safety policies and procedures.
Exhibit professionalism in appearance, speech, and conduct.
Ensure services comply with state and federal regulations and organizational standards.
Support Fisher-Titus’s mission, vision, CARES values, patient rights, safety programs, confidentiality, quality assurance, and regulatory compliance.
Communicate compassionately, use active listening and the AIDET communication tool, use key words at key times, and apply HEART service recovery techniques.
Demonstrate service etiquette by greeting patients, maintaining a calm and positive attitude, ensuring privacy, respecting patient diversity, and assessing and managing expectations of care.
Follow safety guidelines, contribute to a culture of safety, and perform efficient, effective, purposeful work that supports continual process improvement.