What are the responsibilities and job description for the Patient Representative | Registration, Part-Time (11:30a-8p with every other weekend) position at Memorial Health Ohio?
Job Details
Description
We are looking for an Patient Representative to join our collaborative team at Memorial Health!
What You'll Do
Complete all 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 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, HIPAA notice of privacy practices, Provider Based Billing Acknowledgement, and Notice of Non-Coverage when appropriate. Provides appropriate forms to admitted patients, including Hospital Status Notification (MOON) form, Medicare Important Message and Newspaper Release Birth Announcements. Completes verification of patient insurance plan eligibility and benefits utilizing the Hospital based eligibility system or web based technologies. Verifies that prior authorization/precertification is secured for required outpatient testing and procedures, documenting as appropriate within the EMR. Complete as needed, medical necessity verification for Medicare outpatient tests and services that have Local Medical Review Policies (LMRP) / Local Coverage Determinations (LCD) in place and requests additional information from physician offices if needed to ensure compliance; present the patient with an Advanced Beneficiary Notice (ABN) if needed for a non-compliant diagnosis. Takes steps to avoid duplicate medical record creation and takes appropriate actions to report duplicate MRN’s when discovered. Notifies clinical departments of patient arrivals and delays. Prints patient labels, facesheets, insurance cards and wristbands for designated service areas. Notifies patients and/or providers of out-of-network insurance status when appropriate. Completes downtime procedures during unexpected or planned system downtimes. Ensure hardcopy forms are stocked and assists with downtime recovery process. Collects pre-service payments and ED copays as appropriate, posts payments to accounts and provides receipt of payment to patients. Closes and balances cash drawers on a daily basis, 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. Cross-trained to perform in the following Registration areas (in addition to the above essential functions): Inpatient Admissions: Processes emergent or urgent direct inpatient/observation/obstetric treatment room admissions. Utilizes mobile carts to perform registration functions in patient rooms. Organizes and maintains all direct admit pre-registration documentation. Maintains admission paperwork for 90 days for all admitted (Inpatient, Observation and OB) accounts. Compiles and provides admission packets as needed. 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. 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. Updates patient list, forwards information to the Information Desk and designated areas; assists and directs patients regarding hospital procedures; prepares the call schedule with each shift change and distributes accordingly. Emergency Department: 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. Assists with Switchboard operations on weekends. Outpatient Registration (Heart Pavilion, Outpatient Pavilion, Pain Solutions, MHOSC): 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. Maintains sign-in sheets at greeter desks, while ensuring patient privacy for those who sign in. Patient Experience and Service Recovery: Provides friendly and appropriate greeting and farewell to all patients and visitors entering and leaving Memorial Health’s 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. Quality Assurance: Maintains a monthly registration accuracy and MSPQ completion rate at or above the departmental standards. Reviews IHIS Registration Scorecard Dashboard on a daily basis to review and correct Registration errors within the set grace-period. Performs peer audits of Registration accounts for veteran and new staff; correcting critical errors and providing staff timely feedback on audit results. Reviews accounts for any incomplete documentation. Contacts patients to complete via phone if necessary and sends required documentation via certified mail if needed. Reviews and routinely works Registration Error Workqueues within IHIS. Notifies the Registration Management Team of any problematic trends in Registration quality reviews.
Requirements
High school diploma or equivalent; personal computer/data entry experience preferred; six months working in the healthcare environment preferred; experience with Microsoft Word, Excel and Outlook preferred; strong telephone and interpersonal communication skills; teambuilding skills; medical terminology course preferred; excellent customer service skills. If working in the Emergency Department, attains American Heart Association’s BLS certification within first sixty (60) days of employment, maintains continuous certification. Staff who primarily work in the Emergency Department are also required to attend Behavioral Health De-escalation class within six (6) months of employment.
This position requires a weekend and holiday rotation.
Shift
mid shift - (11:30a-8p) (every other weekend)
Hours
16
Time Off
It is our commitment to inclusivity and diversity and our ongoing determination to provide a welcoming and inclusive environment for all staff and guests of the Hospital, regardless of age, color, disability, gender, gender expression or gender identity, genetic information, national origin, race, religion, sexual orientation, or veteran status. For any questions or needed accommodations, please contact Memorial Health Human Resources at 937.578.2701.
#REVC*
Description
We are looking for an Patient Representative to join our collaborative team at Memorial Health!
What You'll Do
Complete all 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 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, HIPAA notice of privacy practices, Provider Based Billing Acknowledgement, and Notice of Non-Coverage when appropriate. Provides appropriate forms to admitted patients, including Hospital Status Notification (MOON) form, Medicare Important Message and Newspaper Release Birth Announcements. Completes verification of patient insurance plan eligibility and benefits utilizing the Hospital based eligibility system or web based technologies. Verifies that prior authorization/precertification is secured for required outpatient testing and procedures, documenting as appropriate within the EMR. Complete as needed, medical necessity verification for Medicare outpatient tests and services that have Local Medical Review Policies (LMRP) / Local Coverage Determinations (LCD) in place and requests additional information from physician offices if needed to ensure compliance; present the patient with an Advanced Beneficiary Notice (ABN) if needed for a non-compliant diagnosis. Takes steps to avoid duplicate medical record creation and takes appropriate actions to report duplicate MRN’s when discovered. Notifies clinical departments of patient arrivals and delays. Prints patient labels, facesheets, insurance cards and wristbands for designated service areas. Notifies patients and/or providers of out-of-network insurance status when appropriate. Completes downtime procedures during unexpected or planned system downtimes. Ensure hardcopy forms are stocked and assists with downtime recovery process. Collects pre-service payments and ED copays as appropriate, posts payments to accounts and provides receipt of payment to patients. Closes and balances cash drawers on a daily basis, 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. Cross-trained to perform in the following Registration areas (in addition to the above essential functions): Inpatient Admissions: Processes emergent or urgent direct inpatient/observation/obstetric treatment room admissions. Utilizes mobile carts to perform registration functions in patient rooms. Organizes and maintains all direct admit pre-registration documentation. Maintains admission paperwork for 90 days for all admitted (Inpatient, Observation and OB) accounts. Compiles and provides admission packets as needed. 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. 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. Updates patient list, forwards information to the Information Desk and designated areas; assists and directs patients regarding hospital procedures; prepares the call schedule with each shift change and distributes accordingly. Emergency Department: 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. Assists with Switchboard operations on weekends. Outpatient Registration (Heart Pavilion, Outpatient Pavilion, Pain Solutions, MHOSC): 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. Maintains sign-in sheets at greeter desks, while ensuring patient privacy for those who sign in. Patient Experience and Service Recovery: Provides friendly and appropriate greeting and farewell to all patients and visitors entering and leaving Memorial Health’s 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. Quality Assurance: Maintains a monthly registration accuracy and MSPQ completion rate at or above the departmental standards. Reviews IHIS Registration Scorecard Dashboard on a daily basis to review and correct Registration errors within the set grace-period. Performs peer audits of Registration accounts for veteran and new staff; correcting critical errors and providing staff timely feedback on audit results. Reviews accounts for any incomplete documentation. Contacts patients to complete via phone if necessary and sends required documentation via certified mail if needed. Reviews and routinely works Registration Error Workqueues within IHIS. Notifies the Registration Management Team of any problematic trends in Registration quality reviews.
Requirements
High school diploma or equivalent; personal computer/data entry experience preferred; six months working in the healthcare environment preferred; experience with Microsoft Word, Excel and Outlook preferred; strong telephone and interpersonal communication skills; teambuilding skills; medical terminology course preferred; excellent customer service skills. If working in the Emergency Department, attains American Heart Association’s BLS certification within first sixty (60) days of employment, maintains continuous certification. Staff who primarily work in the Emergency Department are also required to attend Behavioral Health De-escalation class within six (6) months of employment.
This position requires a weekend and holiday rotation.
Shift
mid shift - (11:30a-8p) (every other weekend)
Hours
16
Time Off
- Vacation
- Sick Leave
- 11 Paid Holidays
- Personal Day
- Ohio Public Employee Retirement System
- Deferred Compensation
- Tuition Reimbursement
- Kidzlink Daycare Center
- Employee Recognition
- Free Parking
- Wellness Center
- Competitive Salaries
- Community/Family Atmosphere
- Approx. 25 minutes away from Dublin, OH
- Approx. 30 minutes away from Hillard, OH
- Approx. 30 minutes away from Delaware, OH
- Approx. 30 minutes away from Powell, OH
It is our commitment to inclusivity and diversity and our ongoing determination to provide a welcoming and inclusive environment for all staff and guests of the Hospital, regardless of age, color, disability, gender, gender expression or gender identity, genetic information, national origin, race, religion, sexual orientation, or veteran status. For any questions or needed accommodations, please contact Memorial Health Human Resources at 937.578.2701.
#REVC*
