Patient Registration at Rochester Regional Health in Rochester, NY

Job Title: Patient Registration Clerk
Department: Patient Access Services
Location: SLH - GH Main
Hours Per Week: Part-Time, Per Diem
Schedule: Day/Evening, Rotating Weekends

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

• Assess 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