Patient Registrar, AOS

About the role

The Patient Registrar is responsible for initiating the check in and admission process for all patients. This position requires an individual with excellent organizational and multitasking abilities and a passion and love for helping others. The Patient Registrar verifies and completes patient demographical data correctly and accurately, and completes all types of registrations for Admission and Outpatient services. PBX Operator duties are performed as needed.

Responsibilities

• Meets and greets all patients and guests in a courteous manner while initiating the check in process.
• Provides professional customer service during face-to-face interaction with patients, visitors, physicians/providers, nurses and other hospital personnel.
• Interacts professionally with patient/family and provides explanations and verbal reassurance as necessary.
• Anticipates and responds to the needs of patients, visitors, and guests and remains calm under pressure to deal effectively with difficult situations.
• Identifies and selects patients using the department required patient identifiers to select correct electronic medical records, reducing the chance for privacy, medical, or duplicate medical records errors.
• Completes the admission process for all areas of the hospital, including Emergency Room, Ambulatory Care, Horizons, CRU, Direct Admission, Birth Center, etc.
• Obtains signatures on General Consent form, Important Message from Medicare, and MOON forms upon admission.
• Completes all registration types for admission within the facility, including Outpatient, Recurring, Inpatient, Observation, Newborn, Surgical Day Care, etc.
• Performs switchboard duties as needed, including directing incoming calls, processing codes, and paging on-call staff and physicians/providers.
• Sets priorities for routine workflow and makes allowances for special circumstances that may arise.
• Remains flexible and reacts to frequent changes in duties and volume of work to meet the needs of patients.
• Obtains and verifies accurate patient identification and demographical data to update the patient’s medical record while maintaining patient confidentiality and HIPAA compliance.
• Prioritizes and completes all registration types in an accurate and timely manner.
• Verifies insurance coverage and benefits.
• Manages RQA work queues to resolve registration errors, allowing patient bills to process in a timely manner.
• Performs PBX duties as necessary; operates a computer-based switchboard to route incoming and outgoing calls and pages appropriate personnel using a web-based paging system.
• Monitors and responds to the code phone, code computer, and wall panel alarms, which takes priority over any calls except the fire alarm, and ensures appropriate personnel are notified.
• Performs financial counseling as appropriate.
• Accurately performs cashiering functions, including balancing the cash drawer daily.
• Attends hospital required educational programs.
• Shows interest in personal growth and development by attending departmental in-services and meetings.
• Maintains regular attendance and punctuality for scheduled shifts.
• Maintains professional and technical knowledge through continuing education opportunities, including internal and external educational offerings.
• Adheres to safety protocols at all times.
• Implements DRH Standards of Behavior and exhibits behaviors consistent with DRH core values.
• Performs other related duties as assigned.

Requirements

• Minimum one year of customer service experience required.
• Excellent telephone etiquette and customer service skills.
• Minimum one year of clerical service experience preferred.
• Previous medical and insurance experience preferred.
• High school diploma or equivalent required.
• Basic computer skills including the ability to send/receive email, navigate information technology associated with the position, and use Electronic Health Record information tools.
• Ability to remain flexible to quickly adapt to urgent situations.
• Ability to adapt procedures, processes, tools, equipment, and techniques to accomplish the requirements of the position.
• Fluency in oral and written English.

Certifications, Licenses, Registrations

• As a condition of employment, vaccinations are required per DRH Policy. Medical and Religious Exemptions are available upon request.