Patient Registration Clerk

Responsible for delivering excellent customer service to internal and external customers while supporting the smooth operation of the patient registration process, including telephone and reception duties in the hospital lobby and patient registration area. Greets patients and family members in person and by phone using a professional and friendly manner that ensures a positive and supportive patient experience. 

Role Qualifications:   

• Previous experience delivering excellent customer service.
• Demonstrated ability to follow instructions and receive and apply training.
• Strong attention to details.

Position Responsibilities:

• Greets and directs patients, families and visitors, in person and on the telephone using a professional and friendly demeanor.
• Responsible for registering patients and verifying insurance eligibility.  Ensures that all patient information is collected and accurately entered into EMR and related software. 
• Accurately enters patient payments to patient accounts using the EMR.
• Responsible for interviewing patients or their representative to obtain personal information or verify information already on file including emergency numbers and insurance information.
• Responsible for checking the pre-admission schedules for patients to perform the pre-admission process.
• Responsible for obtaining all critical financial information needed by phone on a preadmission basis, i.e: verification of insurance, verification of referrals and facility authorization, notifying patient of patient deductible and co-pays from verification process, collection of these amounts and reviewing all information with patient and obtaining necessary signatures upon admission.
• Responsible for referring the patient or patient representative to a patient account representative prior to services or at discharge.
• Completes the in-patient, outpatient, non-patient, registration screens accurately and timely.
• All emergency department patients must be handled according to the EMTALA rules and regulations with completion of the form as directed by the nursing staff.
• In an emergency situation, assists with communication, places necessary calls during disasters or fires.
• Prepares deposits for Accounts Receivable and reconciles Patient Registration cash box.
• Performs other duties as assigned provided skill, abilities and qualifications are the same.

PROFESSIONAL REQUIREMENTS:

• Adheres to dress code; appearance is neat and clean; wears name badge while on duty.
• Maintains attendance by working the hours of the position.  Follows policies and procedures regarding attendance, vacation, holidays, sick leave and leaves of absence.
• Relates to staff, customers and public in a courteous and diplomatic manner under all circumstances.
• Consistently delivers excellent customer service – to internal and external customers
• Always maintains organizational and patient confidentiality.
• Complies with all organizational policies and procedures.
• Works independently and works well under pressure with time constraints.
• Reacts calmly to emergency situations.
• Assists department in the responsibility for successfully fulfilling standards and criteria of licensing and accrediting agencies.
• Represents North Valley Hospital and facilities positively and in a professional manner by communicating mission, ethics, and goals of North Valley Hospital.
• Works collaboratively with peers and team members, using tactful, diplomatic communication techniques.
• Takes leadership responsibility including planning and completing duties with minimal directions from supervisor when appropriate.
• Attends and participates in staff meetings and in-services, projects or committees as assigned or requested.
• Assists in training of new staff.
• Follows up with appropriate staff, residents, or other individuals regarding reported incidents, complaints, problems, and concerns.
• Performs other duties as assigned provided skill, abilities and qualifications are the same.

Organization’s expectations of Employee:

• Represents North Valley Hospital and facilities positively and professionally by exemplifying the vision, mission, values, and goals of North Valley Hospital.
• Maintains attendance by working the hours of the position.  Follows policies and procedures regarding attendance, vacation, holidays, sick leave, and leaves of absence.
• Uses the timekeeping applications efficiently and accurately.
• Adheres to dress code; appearance is neat and clean; wears name badge while on duty
• Uses good customer service skills by relating to staff/healthcare providers, patients/residents, customers, and the general public courteously and diplomatically under all circumstances.
• Compliance with all organizational policies and procedures.
• Participate in CQI/QAPI activities, NVHD Performance Improvement Initiatives, and Disaster Preparedness education/exercises, and complete duties as assigned in case of emergencies/ICS stand-up.
• Completes mandatory training timely.
• Demonstrates the ability to make decisions, take appropriate action, and follow tasks through to completion.
• Effectively collaborates with peers and team members, using tactful, diplomatic communication techniques in potentially sensitive or emotionally charged situations.
• Demonstrates leadership responsibility and skills, including planning and completing duties with minimal directions from the supervisor when appropriate.
• Performs other duties as assigned, provided skills, abilities, and qualifications are appropriate and sufficient training is provided.

Physical Demands: The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Physical demands:  While performing duties of the job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; must have speech, vision, smell, touch and hearing corrected to normal range.  The employee must frequently lift/push/pull up to 25 pounds and up to 50 pounds occasionally.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Mental requirements:  Must be able to apply common sense to carry out instructions furnished in written, oral, or diagrammatic form; must be able to add, subtract, multiply, and divide all units of measure; must be able to read, write, and speak clearly.

• Work environment:  Works inside in close working quarters with co-workers. The noise level in the work environment is usually moderate.

• Exposures:  Muscular strain, body fluids, behavior of clients/patients/residents, infectious material, chemicals/cleaning solutions, potential allergens such as plants/flowers, and noxious odors.