Job Description

The Registrar I manages patient registration processes in the Patient Access Department. As the first point of contact for most CRMC patients, this position provides key customer and financial services. This position provides services for pre-registration, payer authorization, registration services, pre- and point-of-service collections, medical necessity checking, and financial counseling, referring patients to appropriate sources for follow-up as needed.

Essential Duties and Responsibilities

The duties and responsibilities described below represent the general tasks performed daily; other tasks may be assigned.

• Manages registrations for patients for various hospital services; meets Patient Access scorecard standards by registering patients in ≤ 10 minutes and maintaining a wait time of ≤ 10 minutes, when applicable (ED registration wait times exempt).
• Interviews and accurately collects patient information and demographics for various hospital services; meets Patient Access scorecard standards by meeting accuracy rate as defined in annual goals and ensuring accuracy in medical record selection.
• Uses knowledge to verify, review, and coordinate benefits on behalf of patients; meets Patient Access Scorecard expectations for insurance verification rate.
• Manages payments at point of service, conducts cash receipting, and posts payments; point-of-service collection expectations are on the Patient Access Scorecard.
• Assists patients with financial clearance of accounts by communicating financial responsibility through estimates, setting up payment plans, and/or providing referrals to financial counselors.
• Manages accounts to meet Patient Access Scorecard standards of productivity.
• Manages scanning for the patient medical record as required.
• Provides courteous service to all stakeholders (patients, patient families, teammates, and other department staff) by resolving stakeholder problems, responding to inquiries, and following up in order to develop and strengthen customer relationships and maintain effective interdepartmental communication. Level of service and demonstrated patient commitment are connected to the Patient Access Scorecard, the Patient Satisfaction Scorecard, and Patient Access Department policies.
• Complies with governmental regulations in reference to healthcare, billing, the Health Insurance Portability and Accountability Act (HIPAA), and Patient Access Department policies and procedures.
• Demonstrates knowledge of ICD coding requirements and other billing rules.
• Participates in continuous process and quality improvement processes by sharing ideas and solutions with teammates and supervisors, attending staff meetings, maintaining educational requirements, and participating in new learning opportunities.
• Demonstrates an awareness of appropriate confidentiality rules and regulations and acts accordingly.
• Actively participates in service recovery and customer service activities to ensure a superior customer experience.
• Attends required hospital-wide orientations, meetings, and in-services.
• Demonstrates a commitment to flexible work scheduling when necessary to ensure patient care.
• Performs other duties as assigned.

Education and Experience

Minimum Required Education:
High School Diploma or equivalent.

Preferred Education:
Knowledge of medical terminology, ICD, and insurance.

Experience:

• Customer service experience in a retail setting or other healthcare/medical office environment.
• Customer service knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Accurate data entry skills and ability to use basic computer hardware. Experience working in a Windows environment or using multiple software/computer applications simultaneously.