Registration/Scheduling Representative | ER Evenings (Full-Time)

Clarke County Hospital•Osceola, IA

About The Position

The Registration/Scheduling Representative provides customer service and patient registration and scheduling support in the emergency department. The role greets and directs patients, visitors, and others; handles and routes telephone calls; collects and verifies patient demographic and insurance information; and schedules and coordinates tests and procedures. The representative ensures required forms and consents are completed, processes practitioner orders, supports insurance verification and payment arrangements, collects payments, and coordinates information and services with patients, practitioners, hospital departments, and contracted services. The position also maintains patient, guarantor, physician, and insurance master files and related records; provides information and forms to billing and other departments; assists with new-employee orientation and training; audits the scheduling system when requested; and contributes to implementing procedures and process improvements. The representative is expected to work accurately, maintain regular attendance, participate in team decision-making and required education, meet customer-service expectations, follow hospital and department policies and safety requirements, and report suspected policy or compliance violations.

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 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 into the electronic health record at each visit.
Schedule, preregister, cancel, and reschedule clinic and hospital tests and procedures, coordinating appointments to meet medical necessity and 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 reasons for tests and procedures to support medical necessity and refer cases to Utilization Review (UR) when needed, including services 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 copayments, 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 and assign examination times; coordinate scheduled exams with mobile and contracted companies.
Educate outside practitioners and office staff about ordering outpatient services at CCH.
Compile and distribute information regarding 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.
Participate in developing and implementing procedures and processes collaboratively with departments, practitioners, and contract services.
Review and maintain patient, guarantor, physician, and insurance master files and related manuals.
Maintain required records, reports, and statistics.
Maintain a focus on customer satisfaction, regular attendance, accuracy, proactive improvement, teamwork, required education, and compliance with hospital and department policies and guidelines.
Report conduct known or suspected to be illegal or contrary to organizational policies and procedures, and bring compliance questions or concerns to the manager.