Registration/Scheduling Representative (Weekend Package)

Clarke County Hospital•Osceola, IA

About The Position

The Registration/Scheduling Representative provides customer service and registration and scheduling support for Clarke County Hospital (CCH). The role greets and directs patients, visitors, and sales representatives; handles and routes telephone calls; gathers and enters patient demographic and insurance information; and schedules, preregisters, cancels, and reschedules clinic and hospital tests and procedures. The representative coordinates appointment details with patients, practitioners, internal departments, and outside service providers, and helps ensure orders, consent forms, insurance information, and medical-necessity requirements are handled appropriately. The position also verifies insurance benefits, explains coverage and payment responsibilities, assists with self-pay financial counseling, collects payments, and reconciles daily receivables. Additional duties include maintaining patient, guarantor, physician, and insurance records; distributing information and forms; supporting new-employee orientation and training; auditing scheduling systems when requested; and contributing to improvements in procedures and processes. Employees are expected to provide high-quality customer service, maintain accurate work and regular attendance, participate in meetings and team decision-making, complete required annual education and competency activities, follow hospital policies and safety and compliance requirements, and report suspected policy violations or compliance concerns.

Responsibilities

Greet and direct patients, visitors, sales representatives, and others to the appropriate department or staff member, using AIDET and Take Not Tell tools.
Answer and transfer telephone calls clearly, calmly, and professionally; screen calls for urgency and route them promptly and accurately.
Interview patients or responsible individuals and gather, verify, and enter demographic and insurance information in the electronic health record for each visit.
Schedule, preregister, cancel, and reschedule tests and procedures for clinics and the hospital while coordinating medical necessity, patient, department, and practitioner needs.
Ensure patients or guardians understand and sign consent, insurance, and other required forms.
Receive, transcribe, schedule, and scan practitioner orders into the electronic record daily.
Enter test or procedure reasons for medical-necessity purposes and refer cases to Utilization Review (UR) when needed, including those requiring prior authorization.
Verify insurance benefits by phone, fax, or internet and document verification in patient records as appropriate.
Educate patients or guarantors about insurance benefits and arrange payment of copays, coinsurance, and deductibles.
Assist with financial counseling for self-pay patients.
Collect payments, issue receipts, and reconcile daily receivable activity.
Obtain patient information from other practitioner offices for scheduling, assign exam times, and coordinate exams with mobile and contracted companies.
Educate outside practitioners and office staff about ordering outpatient services at CCH.
Compile and distribute information about personal, insurance, and financial status, and provide appropriate forms to billing and other departments.
Communicate and coordinate services with internal departments and internal and external practitioner office staff.
Assist with orientation and training of new employees.
Audit the scheduling system when requested to ensure standards are met.
Collaborate with departments, practitioners, and contract services to develop and implement new procedures and processes.
Review and maintain patient, guarantor, physician, and insurance master files and related manuals.
Maintain required records, reports, and statistics.
Focus daily work on customer satisfaction and maintain regular, consistent attendance.
Participate in departmental, organizational, and mandatory meetings and educational communications.
Participate in team-oriented decision-making and remain flexible and open to others' ideas.
Maintain a high degree of accuracy and recognize and correct discrepancies.
Identify improvement opportunities, communicate ideas to supervisors or staff, and carry out continuous-quality-improvement changes in work habits.
Complete annual education and competency requirements within the calendar year.
Follow Clarke County Hospital standards of behavior and hospital and department policies and procedures, including infection control, quality assurance, compliance, and safety guidelines.
Report known or suspected illegal conduct or organizational policy violations and promptly bring compliance questions or concerns to the manager.