The Central Registration Associate assists patients, facilities and other callers in the scheduling of needed outpatient services offered within the BronxCare Healthcare System in a high volume/high paced call center environment, while delivering an outstanding patient centered customer service experience. The Associate ensures each patient receives an appropriate appointment with an appropriate care provider and assures that each appointment is compliant with the patient’s health insurance utilization requirements. The Associate accurately coordinates benefits and prior-authorization to each visit pre-registration and documents Financial Clearance status to scheduled visits to facilitate an express point of service registration at the local outpatient site.
The employee’s primary responsibility is to deliver an outstanding patient experience, in every way, every time and understand the importance that (s) he contributes to the BronxCare commitment to patients and families.
Responsible for centralized telephone scheduling of patient appointments through the use of ALLSCRIPTS in a Call Center Environment. The scheduling activities consist of but not limited to scheduling, rescheduling and cancellations.
Demonstrates proficiency in Pre-Registration and Pre-certification requirements for each insurance plan to ensure proper approvals and assures coordination of benefits are available prior to patient arrival.
Verifies insurance, authorizations and pre-registration data for each patient appointment scheduling. Incorporates missing data and changes to demographics when advised by patient.
Works with Hospital/Clinics personnel to facilitate appointments scheduling for Hospital In-patient discharge follow up visits to ensure continuity of care.
Maintain the highest level of professionalism and confidentiality at all times to ensure compliance with Federal/State regulations such as HIPPA and EMTALA.
Act as a liaison with clinics, physicians, patients, staff, insurers and ancillary departments and maintain a positive relationship with all.
High School or GED required, Associates preferred. Knowledge of Windows OS and Microsoft Office applications including Microsoft Outlook/Exchange is required, Word, and Internet browser applications is required, 1-2 years customer service experience, preferably in a call center and/or outpatient healthcare environment is required. 1-2 years’ experience involving Health Benefit verification and Third-Party Billing is strongly preferred. Bilingual – English/Spanish proficiency is preferred.
BronxCare is the largest voluntary, not-for-profit health and teaching hospital system serving the South and Central Bronx, with 859 beds and more than 4,500 employees. Its two main hospital divisions, comprehensive psychiatric and chemical dependency programs, long-term care facility, and extensive outpatient network of 39 practices are providing the wide range of services needed by the community. BronxCare is now among the largest providers of outpatient services in New York City, with close to 750,000 visits annually. Its ER is among the largest in the nation with 127,000 visits annually.
In 2023, BronxCare received full accreditation from the Joint Commission, the leading accrediting authority for hospitals in the nation. Its medical school affiliation with the Icahn School of Medicine at Mount Sinai and clinical collaboration with the Mount Sinai Health System, as well as 16 accredited residency and fellowship programs, are strong indicators of excellence. BronxCare’s outpatient practices are also certified as a Level Three Patient-Centered Medical Home (the highest designation) by the National Committee for Quality Assurance (NCQA).
As an engine for positive change, BronxCare has infused more than $400 million into the Bronx economy, including a new Pediatric Specialty Center and Ophthalmology Practice, among numerous other capital projects. A new 33-bed Medical-Surgical Unit at the Concourse Hospital Division and 20-bed Adult Psychiatric Unit at the Fulton Hospital Division will increase inpatient capacity to 912 beds, further reinforcing BronxCare’s ability to address the significant needs of the Bronx community.
BronxCare is also modernizing its Inpatient Maternity and Labor and Delivery Units, as well as its Women’s Health Center and Neurology Suite, to improve the patient experience. Additionally, BronxCare’s Dr. Martin Luther King, Jr. Health Center Practice at 174th Street will be opening.
