Team Lead I - Registration/Emergency Department

Baptist Health Care•Pensacola, FL

About The Position

The Registration Team Lead performs data entry and general registration functions for the facility’s Outpatient Departments, accurately collecting patient demographic and insurance information to support appropriate reimbursement and claim filing. The role uses technology to quote and collect patient liabilities identified by insurers and to obtain necessary authorizations for outpatient services. The Team Lead performs management functions related to outpatient registrars, serves as a resource for fellow team members, and addresses issues escalated by registrars. Under the direction of the Patient Access Manager, the role follows registration and admitting policies and procedures and helps provide customers with a high level of service. It also supports the hospital experience for patients, families, and visitors through hospitality and concierge services.

Requirements

High school diploma or equivalent.
At least 1 year of relevant revenue cycle or customer service experience.
Accurately collect patient demographic and insurance information.
Working knowledge of electronic health record systems, insurance verification tools, registration software, hardware, and related equipment.

Responsibilities

Greet patients and visitors and provide a professional, welcoming, service-oriented experience.
Complete initial Emergency Department registrations in accordance with patient identification policies and procedures.
Verify insurance eligibility and benefits by reviewing insurance or managed care identification cards and confirming coverage.
Calculate, communicate, and collect expected patient out-of-pocket costs, including co-pays, deductibles, and coinsurance, using financial-estimation technology.
Distribute required handouts and regulatory documents to patients or their representatives and support understanding and compliance with hospital and legal requirements.
Operate and troubleshoot registration software and hardware, including electronic health record systems and insurance verification tools.
Provide hospitality and concierge-level support, including directions, information, and assistance with service needs.
Serve as a resource for patients and internal teams by answering questions, resolving registration-related issues, and promoting a patient-centered environment.
Update patient demographics, insurance information, and required documentation at the bedside in a timely and accurate manner, following organizational and regulatory standards.
Monitor and update Emergency Department tracking boards to maintain accurate patient location, registration status, and acuity information and support communication between clinical teams.
Resolve registration quality alerts to help reduce denials.
Work proactively and independently during downtimes and otherwise to ensure Access function tasks are addressed.
Communicate clearly and effectively with patients, visitors, and leadership.
Perform management functions related to outpatient registrars and address issues escalated by registrars.