- Job Objective: A brief overview of the position.
- The position is responsible for ensuring that all patients have an accurate and comprehensive scheduling, and registration experience in the office.
- Customer Service - Ensures that all patients have a satisfying registration experience and are provided with choices, option and counseling to assist them in making their healthcare decisions.
- Accurate Registrations - Ensures accurate, comprehensive registrations of patients.
- Accurate Insurance - Ensures accurate patient insurance information is recorded including verification of eligibility and benefits.
- Point of Service Collections - Ensures that patient financial responsibility (co-pays, deductibles) is collected at or before the time of service.
- Reports to
- Supervisor, Manager, Director, CAO
- Supervises
- Not Applicable
- Ages of Patients
- Neonate/ Infant (as appropriate for department)
- Pediatric (as appropriate for department)
- Adolescent (as appropriate for department)
- Adult
- Geriatric
- Blood Borne Pathogens
- Minimal/Moderate Potential
- Qualifications
- Education
- Preferred: High School Diploma/GED or equivalent work experience
- Licensure/Certification
- N/A
- Experience
- Preferred: Previous experience in Healthcare setting and/or Customer Service Experience
- Preferred: Medical terminology, payment processing, Hospital based Federal Rules, Regulations and procedures, safety practices
- Education
- Essential Responsibilities
- Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
- Properly greets patients.
- Properly identifies patients by using two patient identifiers and proper method of retrieving patient history/information, avoiding creation of duplicate Medical Records for additional patient visits.
- Registers patients following standard work and maintains compliance according to departmental benchmark guidelines. Verifies and accurately enters and updates patient information while registering as per departmental guidelines.
- Coordinates and assists other staff in ensuring that all patients are registered in a timely manner.
- Properly completes check in process and/or verifies e-Check in is complete
- Confirm all insurance information is accurate and up to date
- Scan photo ID and insurance card
- Prepares all appropriate Medicare Advanced Beneficiary Notice (ABN) and (LMRP) program requirements and completion, including patient notification and signature requirements at time of service
- Completes the Medicare Screening Form for all Medicare patients and adheres to completion per Medicare requirements.
- Ensures all patient access paperwork per policy, including regulatory forms, insurance verifications and signatures required to perform service are collected and complete.
- Collects co-pay/deductible/form fees or any appropriate estimates and provide patient with receipt of payment.
- Answers and properly routes all incoming calls in an appropriate and timely manner, ensuring a high level of customer service is provided at all times.
- Responsible for collecting and routing incoming faxes and messages, per specific clinic guidelines.
- Performs daily cash balancing per department guidelines
- Maintains registration error accuracy rate of 97% or higher, signaling a proper and complete registration. Demonstrates and maintain all other departmental accuracy and productivity standards.
- Ensures that all patient complaints or concerns are handled using the appropriate chain of command.
- Ensures compliance with department specific guidelines and competencies.
- Successfully completes all required training, orientation, and competency courses on timely basis.
- Demonstrates a basic knowledge of insurances, including eligibility and benefit coverage, and other relevant information.
- Provides accurate cash price/quote to self-pay patients.
- Follows the identified dress code and safety protocols to ensure patient and employee safety.
- Maintains and practices professional boundaries with all patient interactions.
- Performs other duties as assigned.
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