Team Lead | Registration, Full Time, 2nd Shift

Memorial Health•Marysville, OH

About The Position

We are looking for a Registration Team Lead to join our collaborative team at Memorial Health! Concurrently perform all functions of the Registration Team Lead position, including but not limited to: Cross trained to perform all registration and switchboard duties, performs patient registrations, flexes working location and scheduled working hours (1 st , 2 nd and 3 rd shift) as needed. Emergency Department Registrations: Utilizes mobile carts to perform registration functions in patient rooms. Registers for after-hours and weekend outpatient services. Responds to code-blue pages and assists with BLS as needed. Provide First Report of Injury (FROI) relevant to worker’s compensation claims. Notifies Billing Office of Veterans Administration (VA) ED admissions. Notifies clinical staff of specific considerations, including but not limited to, legal guardians, drug screen testing requirements, patient needs and accommodations. Inpatient Admissions: Processes emergent or urgent direct inpatient/observation/obstetric treatment room admissions. Retains account paperwork of all inpatient/observation/OB admissions. Completes quality audits validating payer eligibility and applicable forms. Communicates timely and efficiently to admissions staff regarding any outstanding Registration tasks or documentation required for patient admissions. Switchboard Operations: Operates hospital switchboard system to receive and/or relay incoming, outgoing and internal calls; responds to inquiries and provides general information to public. Uses best efforts to answer all calls within three rings. Ensures complete routing of Switchboard calls to the Emergency Department Guest Advocate when registering patients in ED rooms. Updates Switchboard database with changes as appropriate. Pages authorized personnel including physicians; makes necessary announcements over intercom system; maintains logs as appropriate. Alerts surgery team when necessary and keeps accurate records in the after-hours notification of surgery team log. Closes the loop by notifying the unit and provider once all individuals involved with the surgery team have been contacted. Outpatient Registration (Heart Pavilion, Outpatient Pavilion, Pain Solutions, MHOSC, Urbana): Ensures prior-authorization has been obtained by responsible departments/offices and is recorded accurately within the hospital EMR system. This includes for any outpatient testing and planned scheduled surgeries. Communicates timely and effectively with other departments and offices if prior authorization information has not been received or recorded prior to the date of service. Utilizes sign-in system at greeter desks, while ensuring patient privacy for those who sign in. Serves as the primary contact for registration staff issues, questions or concerns. Escalates staff or department concerns to the Registration Supervisor Ensures all functions of the registration process are completed accurately and timely to support positive patient experiences Identifies problems with application functionality, investigates issues, and work to resolve problems through the submission of help desk tickets Assists Registration Supervisor to ensure Hospital and departmental policies and procedures are followed Assists with the creation and necessary updates to staff schedules, ensures staffing is maintained throughout all registration areas. Ensures staff lunches/breaks are completed and department coverage is arranged Organizes staff meeting department coverage, during the meetings records staff attendance, records staff meeting minutes, provides to the Registration Supervisor for review prior to distribution Monitors department supplies, submits department supply orders to Registration Supervisor for approval Serves as the department representative/trainer for Hospital new volunteers Enrolls/deactivates revenue cycle users in registration web-based tools such as Ohio MITs, MyCGS, OHTrack and insurance discovery Assists with Revenue Cycle specific special projects as requested by the Registration Supervisor / Manager Cross-trains and develops an understanding of scheduling practices Quality Assurance and Training: As a Super User, assists with ongoing training and education for all Registration areas and switchboard. Identifies the best methods to train individual staff and modifies the training approach as appropriate. Attends monthly IHIS Super User training sessions, distributes updates as appropriate Maintains a monthly registration accuracy and MSPQ completion rate at or above the departmental standards Reviews IHIS Registration Scorecard Dashboard daily to review and correct registration errors within the set grace-period Performs peer audits of registration accounts for veteran and new staff; corrects critical errors and provides staff timely feedback on audit results Reviews accounts for any incomplete documentation. Contacts patients to complete registration via telephone if necessary and sends required documentation via certified mail if needed Reviews and routinely works registration error workqueues within IHIS Notifies the Registration Supervisor of any problematic trends in registration quality reviews Completes all additional functions associated with patient registration: Conducts interviews with patients on the telephone and/or in person to gather pertinent registration information including demographic, financial and guarantor information, travel screenings, MyChart activation and simultaneously inputs information into the Hospital Information System (HIS) during the patient interview Contributes to the financial effectiveness of the Hospital by obtaining and/or reviewing scanned Medicare, Medicaid, and third-party insurance cards along with patient or patient representative photo identification Secures patient or patient representative signatures on required forms including consent to treat, financial policy, patient rights and responsibilities and HIPAA notice of privacy practices Provides appropriate forms to admitted patients, including Medicare outpatient observation and notice of non-discrimination notice (MOON) form, Medicare Important Message (IM) and Newspaper Release Birth Announcements Completes verification of patient insurance plan eligibility and benefits utilizing the Hospital based eligibility system or web-based technologies Identifies patients by verification of three primary identifiers. Avoids duplicate medical records (DMR) creation and reports duplicates as appropriate Prints patient labels, facesheets, insurance cards and wristbands for designated service areas Completes downtime procedures during unexpected or planned system downtimes. Ensures hardcopy forms are stocked and assists with downtime recovery process Collects pre-service payments copays, and prior balances as appropriate, posts payments to accounts and provides receipt of payment to patients. Close and balances cash drawers daily, generates deposit slips from the system for cash and/or check payments. Notifies supervisor of any discrepancies in cash drawer reconciliation Provides HCAP applications to self-pay patients and per patient request Creates and provides patient estimates in accordance with the No Surprise Act (NSA) and upon patient request Screens patients for presumptive Medicaid, submits applications on behalf of patient Patient Experience and Service Recovery: Demonstrates a high level of commitment to patient experience and professionalism Provides friendly and appropriate greeting and farewell to all patients and visitors entering and leaving Memorial Health’s Hospital facilities Demonstrates a strong representation of Memorial Health’s values through attitude, actions and communication with others Displays enthusiasm while applying quick thinking and resourcefulness in providing assistance to a variety of patient and visitor needs Receives patient concerns and complaints and provides resolution for readily resolved issues and escalation for more in-depth issues as appropriate to assist with service recovery Ascertains any specific patient and visitor needs, including but not limited to wayfinding, obtaining wheelchairs, arranging for interpreter services, facilitation of transportation needs Monitors the overall appearance of Registration lobby areas and entrances. Contacts appropriate hospital departments (Housekeeping, Maintenance, etc.) to promptly resolve facility cleanliness or maintenance issues Provides Registration Supervisor / Manager process improvement ideas to improve overall patient experiences Assists with on-call, included in weekend and major Holiday on-call rotation. Provide on-call reports to the Registration Management team following completion of the on-call time period Demonstrates regular and predictable attendance Attends all mandatory education and in-services (i.e., team training, safety, infection control, etc.); completes mandatory health requirements Employee performs within the prescribed limits of the hospital’s and department’s Ethics and Compliance program and is responsible to detect, observe and report compliance variances to their immediate supervisor, or upward through the chain of command, the Compliance Officer, or the hospital hotline Performs other duties as required or assigned Assists co-workers with duties as workload dictates

Requirements

Completion of high school education or equivalent and at least two (2) years’ experience in hospital registration environment.
Must possess a basic understanding of hospital information systems as they relate to the registration department functions including ED Registration.
Candidate must be proficient in Word and Excel.
Attains American Heart Association’s BLS certification within first sixty (60) days of employment, maintains continuous certification.

Nice To Haves

Knowledge of medical terminology and medical insurance preferred.

Responsibilities

Cross trained to perform all registration and switchboard duties
Performs patient registrations
Flexes working location and scheduled working hours (1 st , 2 nd and 3 rd shift) as needed
Utilizes mobile carts to perform registration functions in patient rooms
Registers for after-hours and weekend outpatient services
Responds to code-blue pages and assists with BLS as needed
Provide First Report of Injury (FROI) relevant to worker’s compensation claims
Notifies Billing Office of Veterans Administration (VA) ED admissions
Notifies clinical staff of specific considerations, including but not limited to, legal guardians, drug screen testing requirements, patient needs and accommodations
Processes emergent or urgent direct inpatient/observation/obstetric treatment room admissions
Retains account paperwork of all inpatient/observation/OB admissions
Completes quality audits validating payer eligibility and applicable forms
Communicates timely and efficiently to admissions staff regarding any outstanding Registration tasks or documentation required for patient admissions
Operates hospital switchboard system to receive and/or relay incoming, outgoing and internal calls
Responds to inquiries and provides general information to public
Uses best efforts to answer all calls within three rings
Ensures complete routing of Switchboard calls to the Emergency Department Guest Advocate when registering patients in ED rooms
Updates Switchboard database with changes as appropriate
Pages authorized personnel including physicians
Makes necessary announcements over intercom system
Maintains logs as appropriate
Alerts surgery team when necessary and keeps accurate records in the after-hours notification of surgery team log
Closes the loop by notifying the unit and provider once all individuals involved with the surgery team have been contacted
Ensures prior-authorization has been obtained by responsible departments/offices and is recorded accurately within the hospital EMR system
Communicates timely and effectively with other departments and offices if prior authorization information has not been received or recorded prior to the date of service
Utilizes sign-in system at greeter desks, while ensuring patient privacy for those who sign in
Serves as the primary contact for registration staff issues, questions or concerns
Escalates staff or department concerns to the Registration Supervisor
Ensures all functions of the registration process are completed accurately and timely to support positive patient experiences
Identifies problems with application functionality, investigates issues, and work to resolve problems through the submission of help desk tickets
Assists Registration Supervisor to ensure Hospital and departmental policies and procedures are followed
Assists with the creation and necessary updates to staff schedules, ensures staffing is maintained throughout all registration areas
Ensures staff lunches/breaks are completed and department coverage is arranged
Organizes staff meeting department coverage, during the meetings records staff attendance, records staff meeting minutes, provides to the Registration Supervisor for review prior to distribution
Monitors department supplies, submits department supply orders to Registration Supervisor for approval
Serves as the department representative/trainer for Hospital new volunteers
Enrolls/deactivates revenue cycle users in registration web-based tools such as Ohio MITs, MyCGS, OHTrack and insurance discovery
Assists with Revenue Cycle specific special projects as requested by the Registration Supervisor / Manager
Cross-trains and develops an understanding of scheduling practices
As a Super User, assists with ongoing training and education for all Registration areas and switchboard
Identifies the best methods to train individual staff and modifies the training approach as appropriate
Attends monthly IHIS Super User training sessions, distributes updates as appropriate
Maintains a monthly registration accuracy and MSPQ completion rate at or above the departmental standards
Reviews IHIS Registration Scorecard Dashboard daily to review and correct registration errors within the set grace-period
Performs peer audits of registration accounts for veteran and new staff; corrects critical errors and provides staff timely feedback on audit results
Reviews accounts for any incomplete documentation
Contacts patients to complete registration via telephone if necessary and sends required documentation via certified mail if needed
Reviews and routinely works registration error workqueues within IHIS
Notifies the Registration Supervisor of any problematic trends in registration quality reviews
Completes all additional functions associated with patient registration
Conducts interviews with patients on the telephone and/or in person to gather pertinent registration information including demographic, financial and guarantor information, travel screenings, MyChart activation and simultaneously inputs information into the Hospital Information System (HIS) during the patient interview
Contributes to the financial effectiveness of the Hospital by obtaining and/or reviewing scanned Medicare, Medicaid, and third-party insurance cards along with patient or patient representative photo identification
Secures patient or patient representative signatures on required forms including consent to treat, financial policy, patient rights and responsibilities and HIPAA notice of privacy practices
Provides appropriate forms to admitted patients, including Medicare outpatient observation and notice of non-discrimination notice (MOON) form, Medicare Important Message (IM) and Newspaper Release Birth Announcements
Completes verification of patient insurance plan eligibility and benefits utilizing the Hospital based eligibility system or web-based technologies
Identifies patients by verification of three primary identifiers
Avoids duplicate medical records (DMR) creation and reports duplicates as appropriate
Prints patient labels, facesheets, insurance cards and wristbands for designated service areas
Completes downtime procedures during unexpected or planned system downtimes
Ensures hardcopy forms are stocked and assists with downtime recovery process
Collects pre-service payments copays, and prior balances as appropriate, posts payments to accounts and provides receipt of payment to patients
Close and balances cash drawers daily, generates deposit slips from the system for cash and/or check payments
Notifies supervisor of any discrepancies in cash drawer reconciliation
Provides HCAP applications to self-pay patients and per patient request
Creates and provides patient estimates in accordance with the No Surprise Act (NSA) and upon patient request
Screens patients for presumptive Medicaid, submits applications on behalf of patient
Demonstrates a high level of commitment to patient experience and professionalism
Provides friendly and appropriate greeting and farewell to all patients and visitors entering and leaving Memorial Health’s Hospital facilities
Demonstrates a strong representation of Memorial Health’s values through attitude, actions and communication with others
Displays enthusiasm while applying quick thinking and resourcefulness in providing assistance to a variety of patient and visitor needs
Receives patient concerns and complaints and provides resolution for readily resolved issues and escalation for more in-depth issues as appropriate to assist with service recovery
Ascertains any specific patient and visitor needs, including but not limited to wayfinding, obtaining wheelchairs, arranging for interpreter services, facilitation of transportation needs
Monitors the overall appearance of Registration lobby areas and entrances
Contacts appropriate hospital departments (Housekeeping, Maintenance, etc.) to promptly resolve facility cleanliness or maintenance issues
Provides Registration Supervisor / Manager process improvement ideas to improve overall patient experiences
Assists with on-call, included in weekend and major Holiday on-call rotation
Provide on-call reports to the Registration Management team following completion of the on-call time period
Demonstrates regular and predictable attendance
Attends all mandatory education and in-services (i.e., team training, safety, infection control, etc.); completes mandatory health requirements
Employee performs within the prescribed limits of the hospital’s and department’s Ethics and Compliance program and is responsible to detect, observe and report compliance variances to their immediate supervisor, or upward through the chain of command, the Compliance Officer, or the hospital hotline
Performs other duties as required or assigned
Assists co-workers with duties as workload dictates