Patient Registrar, Patient Access Services

About the role

The Patient Registrar initiates the check-in and admission process for all patients, ensuring accurate and efficient handling of patient demographical data. This position also performs PBX Operator duties as needed.

Responsibilities

• Appropriately 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 interactions with patients, visitors, physicians, nurses, and other hospital personnel.
• Interacts professionally with patients and families, offering explanations and verbal reassurance as needed.
• Assists in anticipating and responding to the needs of patients, visitors, and guests, remaining calm under pressure to handle difficult situations effectively.
• Identifies and selects patients using department-required patient identifiers to ensure correct electronic medical records and reduce privacy or medical errors.
• Completes the admission process for all hospital areas, including Emergency Room, Ambulatory Care, Horizons, CRU, Direct Admission, and Birth Center.
• Obtains signatures on required forms such as General Consent, Important Message from Medicare, and MOON forms upon admission.
• Completes all registration types for admission, including Outpatient, Recurring, Inpatient, Observation, Newborn, and Surgical Day Care.
• Performs switchboard duties, including directing incoming calls, processing codes, and paging on-call staff and physicians.
• Sets priorities for routine workflow and adapts to frequent changes in duties and volume of work.
• Verifies and updates accurate patient identification and demographical data while maintaining confidentiality and HIPAA compliance.
• Prioritizes and completes all registration types accurately and in a timely manner.
• Verifies insurance coverage and benefits, and manages RQA work queues to resolve registration errors for timely billing.
• Operates a computer-based switchboard to route calls and pages appropriate personnel using a web-based paging system.
• Monitors and responds to code phones, code computers, and wall panel alarms, prioritizing notifications appropriately.
• Performs financial counseling and cashiering functions, including balancing the cash drawer daily.
• Attends required hospital educational programs, departmental in-services, and meetings.
• Maintains professional and technical knowledge through continuing education opportunities.
• Adheres to safety protocols and DRH Standards of Behavior, exhibiting core values consistently.
• Meets and maintains all required conditions of employment, including vaccinations per DRH policy.
• Performs other related duties as assigned.

Requirements

• High school diploma or equivalent required.
• At least one year of customer service experience required.
• Excellent telephone etiquette and customer service skills.
• At least one year of clerical service experience preferred.
• Previous medical and insurance experience preferred.

Skills

• Fluency in oral and written English.
• Basic computer skills, including email, Electronic Health Record (EHR) tools, and information technology navigation.
• Ability to remain flexible and adapt quickly to urgent situations.
• Strong organizational and multitasking abilities.
• Ability to adapt procedures, processes, tools, and techniques to meet job requirements.

For positions requiring travel, a current valid driver’s license and automobile liability insurance must be maintained. Vaccinations are required per DRH policy, with medical and religious exemptions available upon request.