Description
Summary of Position:
Responsible for registration of patients to include patient interviews, obtaining and entering accurate demographic and insurance information, insurance verification, explanation of hospital policies, obtaining consents, and collection of any point of service or outstanding payments. Handles routine patient inquiries and problems. Is a detail-oriented individual who can work in a high paced environment and has exceptional customer service skills.
Qualifications
Education:
● High school diploma or GED preferred
Experience:
● High School Diploma or GED preferred
● Minimum of one year customer service experience.
Knowledge/Skills/Abilities:
● Requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a stressful, high paced environment and can take the appropriate action.
● Must be intermediate computer typing and literacy.
● Reading and writing skills, organizing and filing, professional phone etiquette, and strong customer service skills.
● Must have advanced knowledge of phone, computer, fax and copy machine skills.
● In compliance with patient safety standards, must be able to effectively communicate in English; Bilingual abilities preferred.
● Demonstrates organizational and communication/customer service skills.
Certifications/Licensure:
● Current CPR/BLS certification by the American Heart Association (BLS for the Healthcare Provider) or ability to obtain within 6 months
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
● While performing the duties of this job, the employee is frequently required to walk, stand, sit, and talk or hear.
● The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
● The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
● Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
● The employee must occasionally lift and/or move up to 25 pounds.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
● Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.
● Occasional travel to various health system locations.
Essential Functions
1. Provide consistently exceptional care at all times.
2. Demonstrate excellent customer services skills.
3. Answer phones, routes callers, takes messages, provides routine information to callers, and returns calls promptly.
4. Exercise judgment as to the urgency and nature of calls and ensures that all messages are relayed to the appropriate staff promptly.
5. Communicate problems as they arise through proper channels.
6. Perform assigned clerical duties in an accurate and timely manner such as faxing, photocopying, typing, computer data entry and retrieval.
7. Effectively gathers and enters all patient demographics for accurate registration and pre-registration.
8. Verify coverages through appropriate insurance applications.
9. Verify medical necessity of Medicare patients using current online software.
10. Effectively explains cost estimates and insurance benefits.
11. Screen self-pay and under-insured patients to determine their financial needs, referring patient to appropriate department for government assistance or Financial Assistance program.
12. Collect copays, point of service payments, any outstanding payments, and effectively posts all payments in cash drawer.
13. Timely notification of ED admissions to required payors.
14. Collection and processing of patient valuables.
15. Transcribe all faxed orders into Epic and work with doctors' offices on order corrections.
16. Coordinate multiple appointments in order to offer consecutively scheduled services.
17. Effectively corrects all errors in assigned work queue.
18. Check in surgery, admitting and OB patients as needed.
19. Assist other departments with registration issues as needed.
20. Proficient in the use of the hospital associated software used to complete tasks.
21. Maintain surveillance of EMS radio and hotline, ensuring appropriate clinical staff is standing by to receive call.
22. Assist with patient sitting as needed.
23. Retrieve medical records from in-house and external facilities.
24. Direct and assists patient visitors as needed.
25. Maintains emergency department stats tracking.
26. Maintains admit/transfer log.
27. Conducts ED hand hygiene audits.
28. Supports staff in provision of care.
a. Contacts applicable departments or disciplines secondary to physician orders/requests or nursing requests within time frame that supports the provision of optimal patient care.
b. Understands role and responds immediately and appropriately to all code situations per policy & procedure.
29. Prepares and manages the patient medical record. Ensures accurate and timely management of information.
a. Prepares medical record for admission.
b. Dismantles record following discharge.
30. Performs routine clerical duties
a. Files reports and other department records accurately.
b. Ensures supplies are requested by Patient Access Supervisor.
c. Ensures equipment is maintained. Able to troubleshoot equipment problems.
31. Assists with facilitating transfers to higher level of care.
32. Responds to the needs of the department by performing other duties, as necessary.
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