Job Description

The Patient Registration Rep serves as an essential member of the team, responsible as a resource for ensuring patient access their care in a seamless manner. The PRR provides support to the patients and families, physicians, care team, and additional Crown Point staff to facilitate patient care for various areas of the facility (the micro hospital, radiology department, laboratory department, ambulatory surgery center, radiation oncology, infusion, cancer center and multispecialty clinics). Under general supervision, this position schedules medical procedures and services, and performs registration processes, including but not limited to payment collection functions. Provides excellent customer service. The PRR maintains a clean, orderly work environment that is conducive to the provision and coordination of patient centered care.

Essential Job Functions:

• Schedules patient’s follow up clinic appointments, tests and procedures, as directed by the nurse or provider. Follows up with the appropriate staff regarding scheduled appointments or schedule changes. Schedules diagnostic tests and procedures as determined by the medical staff. Does not apply to micro-hospital position.
• Exceptional computer skills and ability to utilize multiple applications to support accurate and timely check in at Kiosk or in person, and scheduling required. Does not apply to micro-hospital position
• Completes reschedules due to clinic/resource closures. Does not apply to micro-hospital position.
• Responds to EPIC in-basket messages in a timely manner. Does not apply to micro-hospital position
• Provide ID bands to patients as needed. Applies to ASC and Micro-hospital
• Transcribe orders (i.e. lab, radiology, etc.)
• Monitors WQs to schedule from appointment requests or resolve billing/document errors
• Exhibits strong customer service, sophisticated communication and critical thinking skills in response to patient and care team inquiries/requests.
• Adheres to established standard work and utilizes identified communication tools to ensure a consistent and exceptional patient experience.
• Initiates problem solving to resolve patient questions/complaints and refers escalated concerns to appropriate sources for resolution.
• Pleasantly greets patients upon arrival, complete check in and/or arrival process (i.e. Obtains signatures on the appropriate forms, collects and updates patient demographics, referrals, guarantor, insurance and other billing information; interviews patients and other parties to obtain information)
• Ensures families receive appropriate intake forms and instructions to complete visit. Print labels for clinical use and scans documents as needed.
• Verifies insurance coverage and partners with the Patient Access team to ensure the insurance coverage is accurate.
• Refers patients to financial counseling to explain hospital policies, including payment and credit policies.
• Receives and processes payments
• Reconciles EPIC cash drawers
• Performs EMR scanning
• Informs patients/families of any wait times or delays in service
• Queries for MyChart and Care Everywhere
• Responds to patient inquiries in-person.
• Maintains patient confidentiality according to policy and procedure regarding sharing of information.
• Answers incoming internal calls and assists with general clerical duties as needed within the department.
• Assists with the orientation of new employees
• Cross-covers multiple patient care areas (i.e. Microhospital, Radiology, Laboratory, Ambulatory Surgery Center, Cancer Center, Radiation Oncology, Infusion, Multispecialty – MOB).
• Demonstrates behavior consistent with the patient centered care philosophy. Takes initiative in seeking feedback on performance and responses appropriately to constructive feedback given.
• Completes additional responsibilities as directed by management
• Performs other duties as assigned

Qualifications:

• High School diploma or equivalent; bachelor’s degree preferred.
• At least five years of related clinical work experience
• Medical terminology experience is strongly preferred. Certificate is a plus.
• Previous experience with hospital information systems required.
• Experience working with insurance companies and knowledge of insurance verification and third-party collection procedures required.
• Excellent written and verbal communication, organizational and customer service skills.
• Ability to multitask effectively, work independently, use discretion and good judgment and maintain patient confidentiality.
• Minimal typing speed of 35wpm required.
• Proficiency in MS Office Suite.
• 2+ years of EPIC EMR experience

Licenses or Certifications:

• Achieving Breakthroughs: Service, Quality, People, Financial, and Growth
• AIDET Communication: Acknowledge, Introduce, Duration, Explanation, Thank You
• PRIDE Values: Participation, Respect, Integrity, Diversity, Excellence
• Adhere to UCMC Policies, including compliance with federal and state laws and accrediting body regulations

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days M-F 7:30-4pm
• Worksite Location: Onsite
• Unit/Department: Cardiology
• CBA Code: Non-Union