Patient Registrar, Patient Access Services

Description

The Patient Registrar is responsible for initiating the check in and admission process for all patients. This position requires an individual with excellent organizational and multitasking abilities and a passion and love for helping others. This position verifies and completes patient demographical data correctly and accurately. The Patient Registrar is responsible for completing all types of registrations for Admission and Outpatient services. Performs PBX Operator duties as needed.

RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

• Appropriately meets and greets all patients and guests in a courteous manner while initiating the check in process.
• Provides professional customer service during face-to-face interaction with patients and visitors, physicians/providers, nurses and other hospital personnel.
• Interacts professionally with patient/family and provides explanations and verbal reassurance as necessary. Provides helpful assistance in anticipating and responding to the needs of our patients, visitors, and guests and staying calm under pressure to deal effectively with difficult situations.
• Identifies and selects patients using the department required patient identifiers to select correct electronic medical records thus reducing the chance for privacy, medical, or duplicate medical records errors.
• Responsible for completing the admission process for all areas of the hospital, Emergency Room, Ambulatory Care, Horizons, CRU, Direct Admission, Birth Center, etc.
• Responsible for obtaining signatures on General Consent form, Important Message from Medicare, and MOON forms upon admission.
• Knowledge and ability to complete all registration types for admission within our facility, Outpatient, Recurring, Inpatient, Observation, Newborn, Surgical Day Care, etc.
• Performs switch board duties as needed.
• Knowledge on how to direct incoming calls, perform, and process codes and page on call staff and physician/providers, etc.
• Sets priorities for routine work flow and makes allowances for special circumstances that may arise.
• Ability to remain flexible and to react to frequent changes in duties and volume of work to meet the needs of our patients.
• Obtains and verifies accurate patient identification and demographical data to update the patient’s medical record, while maintaining the patient’s confidentiality of all patient information and maintaining HIPAA compliance.
• Consistently demonstrates the ability to prioritize and complete all registrations types in an accurate and timely manner.
• Verifies insurance coverage and benefits. Manages RQA work queues to resolve registration errors thus allowing patients bills to process in a timely manner.
• Performs PBX duties as necessary; Operates a computer-based switchboard to route incoming calls and to place outgoing calls. Pages the appropriate personnel using a web-based paging system.
• Monitors and responds to the code phone, code computer, and wall panel alarms which takes priority over any calls, except the fire alarm and will ensure that appropriate personal are notified.
• Performs financial counseling as appropriate.
• Accurately performs cashiering function, including balancing the cash drawer daily.
• Attends hospital required educational programs.
• Show and interest in personal growth and development by attending departmental in-services and meetings.
• Regular attendance and punctuality for scheduled shifts.
• Maintains professional and technical knowledge through continuing education opportunities including internal and external educational offerings.
• Must adhere to safety protocols at all times.
• Per DRH policy, all required conditions of employment must be met and maintained including required vaccinations.
• Implement DRH Standards of Behavior and exhibit behaviors consistent with DRH core values.
• Performs other related duties as assigned.

Qualifications

Minimum Qualifications: Communication skills including fluency in oral and written English. Basic computer skills including the ability to send/receive email, navigate information technology associated with the position, and use Electronic Health Record information tools. Ability to remain flexible to quickly adapt to urgent situations. Ability to adapt procedures, processes, tools, equipment, and techniques to accomplish the requirements of the position.

Education and/or Experience:  High school diploma or equivalent required. At least one year of customer service experience required.  Excellent telephone etiquette and customer service skills. At least one year of clerical service experience preferred. Previous medical and insurance experience preferred.

Certifications, Licenses, Registrations:  For those positions requiring travel, a current valid driver’s license and automobile liability insurance must be maintained.

Non Safety-Sensitive Position

As a condition of employment, vaccinations are required per DRH Policy. Medical and Religious Exemptions are available upon request.