Registration Receptionist - Registration - Day/Evenings

Job Description:

Responsible for the complete and accurate collection of patient demographic information. Serves as the initial contact for patient billing. Answers hospital switchboard and routes calls as requested. Plays an integral role in disaster procedures.

Duties and Responsibilities

1. Maintains all equipment in a safe working condition; notifies supervisor of malfunctioning equipment or unsafe acts/conditions immediately.
2. Maintains a neat, clean work area; communicates to Environmental Service as appropriate.
3. Participates in cross-training efforts to facilitate staff coverage during absences and to promote teamwork.
4. Understands Medicare and Medical Assistance regulations as they apply to registration of patients. Adheres to regulations. Reports any activity suspected as non-compliant to the Compliance Hot Line or their supervisor. Also reports to Hot Line any situation where a person of influence has directed the employee to adopt a process suspected to be non-compliant.
5. Listens actively to complaints without being defensive and follows through.
6. Attends scheduled departmental in-services, staff meetings and huddles to develop communication skills, learn new forms/procedures, etc.
7. Actively participates in Lean activities within the department and/or organization
8. Utilizes Lean tools i.e. Opportunity for Improvement cards.
9. Understands and follows fire, safety, and disaster procedures.
10. Informs staff member of supply needs to maintain forms, materials, equipment, and supplies inventory.
11. Provides effective training and cross training in a timely manner.
12. Willingly accepts new and /or additional responsibilities.
13. Verifies insurance coverage and benefits according to department procedures.
14. Reviews patient order, ensuring that correct ordering doctor is listed on all orders along with validating that order has not expired.
15. Obtains authorizations and referrals as required by insurance.
16. Utilizes Insurance Work list.
17. Follows add on process for test and/or procedures.
18. Follows the process of scanning along with reviewing scanned documents for accuracy for future retrieval.
19. Obtains waiver forms when appropriate.
20. Develops knowledge of insurances and their requirements. Refers to specific insurance information provided in the electronic health record system.
21. Notifies supervisor when changes are needed in the employer master in order to keep it up to date and meaningful.
22. Maintains a high degree of accuracy in the collection of demographic information.
23. Meets performance/productivity standards for call volume, customer satisfaction, etc.
24. Strives to avoid creating duplicate unit numbers.
25. Prioritizes workload at beginning of shift and throughout, so that time lines and volume of workload done minimized patient waiting time.
26. Reviews scheduled bookings to certify coordinating requirements, order entry, pre-registration and insurance information; verifies/documents pre-certification and medical necessity requirements prior to exam.
27. Schedules patient procedures/appointments in accordance with center/departmental procedures.
28. Utilizes various software programs for insurance verification.
29. Knows the organization and can provide information and direction.
30. Processes patients in a timely and accurate manner.
31. Staff completes bank deposits and ensures accuracy between deposits and what was posted to individual patient accounts in electronic health record.
32. Follows the policy for sending POS and/or Co-Pay letters.
33. Instructs patient on required preps for requested procedures as appropriate; notifies appropriate personnel of potential problems
34. Distributes pre-exam screening and questionnaire upon patient’s arrival for exams.
35. Coordinates direct admit and transfer calls.
36. Maintains Room Rate Accommodation report; updates discrepancies.
37. Runs required report(s) as assigned.
38. Organizes and files required reports in the appropriate chart.
39. Performs other related duties as assigned.
40. Answers all telephone calls in a tactful and timely manner - this includes, but not limited to the switchboard and TDD phone. Provides a great handoff when applicable.
41. Familiarizes self thoroughly with the different alarm systems and emergency equipment located at the switchboard; handles call alarms in a calm and efficient manner. Implements the procedures for a disaster/fire drills once it has been initiated by Administration.
42. Utilizes on-line physicians’ information.
43. Utilizes employee listing.
44. Utilizes company email for internal/external communications.
45. Handles all communication to patients and hospital employees with the highest regard for good customer service. Treats all external customers with a high degree of respect.
46. As assigned, utilizes a companion phone to answer the HIM Hub line. Stat requests are located in EMon and appropriate information emailed to NTS (Nuance Transcription Services.) Communicate with the unit when the stat is complete.
47. Minimal processing of the eScription error queue (Message Tab in EMon.)
48. Run OR schedule for upcoming day and note any History and Physicals that are not done. Utilizing various identifiers, look in EMon to see if the History and Physical has been dictated. If dictated, notify NTS via email that this report is needed stat.

Qualifications

• High school graduate or equivalency required.
• Registration receptionist experience preferred. Computer and customer service experience preferred. Minimum typing speed of 45 words per minute preferred. Knowledge of insurances helpful. Completion of a medical terminology course is a plus.