Job Title: Patient Registration Clerk
Department: Patient Access Services
Location: SLH - CPH Main
Hours Per Week: Part-Time, 22.5 Hours/Week
Schedule: Rotating
SUMMARY
Hospital professional will be responsible for the comprehensive servicing of GH patients with a focus on the critical aspects of patient registration including making an empathetic first impression, soliciting personal health information, answering sensitive patient questions/concerns, insurance verification, co-payments scheduling and pre access for the entire hospital. Individual will also share work in the hospitals telephone switchboard.
RESPONSIBILITIES
Registration
* Interviews the patient and/or family member either in person or by telephone to collect demographic, financial, and medical information
* Performs correct name inquiry and identifies patient according to policy and procedure without errors
* Collects complete demographic information of patient including address, phone number, and employer
* Collects medical information to include patient complaint
* Explains consent information, obtains signatures, witnesses (legibly) with no omissions
* Obtains copy of patient identification document(s)
* Completes registration process within five minutes for preregistered patients and ten minutes for non-preregistered
* Contacts physician offices to obtain and confirm patient information
Revenue Cycle
* Views insurance card(s) and scans into computer system reviewing for mandatory precertification and/or other third party payer requirements
* Collects complete financial information to include payer name, identification number, group number, subscriber name, guarantor name and address, and precertification numbers
* Selects appropriate financial class and insurance code
* Performs online real-time eligibility verification and registration scrub via Epic and makes changes to registration errors accordingly and in a timely fashion
* Screens for insurance eligibility via insurance websites, where appropriate
* Completes Medicare Secondary Payer Questionnaire for all Medicare-eligible patients
* Completes all admission forms required by Medicare
* Verifies third party payer benefits and Worker’s Compensation according to departmental policy and procedure
* Collects any patient-pay balances such as copay, co-insurance, or deductible at time of registration
* Refers patient to Patient Financial Advocacy Program when appropriate and per departmental procedure
* Balances cash drawer, completes cash receipt, issues patient receipts and secures cash drawer daily with no exceptions. May be responsible for daily security of cash safe.
Switchboard
* Serves as hospital switchboard operator answering the phone in a courteous and professional manner and responds to patient/customer inquiries/needs in an expedited manner
* Communicates effectively when answering assigned telephone lines within three rings and identifying self at all times
* Serve as answering service for the doctors while responsible for switchboard operations and pages providers as needed
* Complete all paging for admission outpatient areas
* Maintain the Call schedules and away notice
* Manage the Hospital Lockdown from 8p -6am
* Monitor various life support alarms located in the office and reporting danger alarms for the correct person
* Provides directions for patients and/or visitors
* Receives, processes, and coordinates bed requests for patient bed assignments
* Performs other clerical duties as assigned by Patient Access Manager
Customer Service
* Practices proficient customer service skills by greeting and treating all patients and staff with respect and discretion
* Capable of empathizing with the circumstances of patients and families while maintaining an objective approach to the disposition of each account
* Provides an explanation of any patient wait and responds to all patient requests. Notifies manager of any patient wait times longer than 15 minutes.
* Greets each patient and identifies self by name and role
* Manages waiting room and patient arrival needs
* Identifies and directs patients to ED registration as needed
* Welcomes patients to facility in a friendly and courteous manner
* Notifies the manager of incidents, errors or patient complaints
* Maintains patient privacy and confidentiality at all times according to established procedures
* Assesses environment for safety hazards, which could harm patients, visitors, or other hospital employee’s and reports any identified safety hazards to facilities/housekeeping/manager
* Exhibits professionalism in appearance, speech and conduct
Development
* Provide orientation and training of new staff
* Attend and actively participate in Patient Access Meetings, Training Sessions, and in-service educations, etc.
* Attend and actively participate in required and voluntary in-service education
* Participate in performance improvement within the organization and department
Required Qualifications
* High School Diploma or GED required
Preferred Qualifications
* At least 1-3 years of customer service, administrative, and/or data entry experience preferred
* 1-2 years of previous experience in hospital related field preferred
* Experience with database software applications desired
* Medical Terminology
* EHR Programs (e.g. Epic)
* ICD-10, CPT, HCPCS codes and coding processes
* Hospital billing processes and reimbursement
* Incumbent must possess superb customer service, teamwork, and conflict resolution skills
Physical Requirements
S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Pay Range
$18.70 - $27.44
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