PT Access Svcs Registrar I / PAS HOCC

Position Summary

Patient Access Services (PAS) Registrars are the patient's first point of contact for seeking service at HHC facilities. This position is accountable for meeting and greeting visitor/patient needs by assessing and communicating points of intervention including providing interpretation for patients experiencing language barriers.

Shift Detail

Shift: 24 hours Thursday and Friday and every other weekend.

Position Responsibilities

• Exhibits excellent communication and customer service skills at all times
• Greets patients and visitors in a professional, prompt, courteous, and helpful manner
• Problem solving skills
• Demonstrate patience and understanding
• Serve as first/initial point of contact for incoming calls related to patient’s privacy and services
• Documentation of individualized visit with patient at time of service
• Able to communicate clearly, calmly, and diplomatically with customers, co-workers, and visitors
• Utilize listening and comprehensive skills
• Develop organizational skills, flexibility, and time management skills and practices to accomplish daily tasking
• Affects effective use of decision making skills to resolve customer complaints and deescalate confrontational situations
• PRACTICES SOUND DECISION MAKING AS IT RELATES TO PATIENT PRIVACY AND SAFETY STANDARDS
• Interacts with patients, caregivers, family members to serve as the intermediary
• Affords assessment of the need to correspond with the patient’s with health care representative or conservator to complete the registration process
• Patient Registration
• Obtains vital demographic and insurance information necessary to verify a patient’s identity, accuracy of the ADT system, the patient’s treatment plan, and reimbursement
• Utilizes patient identifiers to correctly select patient medical record, obtain accurate demographic and financial data
• Provide safe and accurate documentation to start the patient encounter for clinical and revenue cycle teams
• Utilizes various online eligibility products and/or calling payor or patient for accurate billing information
• Affords assessment of the need to refer self-pay patients to Financial Counselor
• Verifies and collects patient financial liability due at time of service to increase financial stability for the organization
• Scans all medical record documents, insurance cards, and patient identification into ADT system according to established procedures
• Secures signatures, and appropriately witnesses all consent to treat compliance documents and disclosures as deemed necessary
• FOLLOWS ALL CMS, DPH, STATE AND FEDERAL GUIDELINES FOR COMPLIANCE WITH APPROPRIATE BILLING AND PAYMENT REGULATIONS
• UTILIZES INTERPRETER SERVICES AS NEEDED TO PERFORM REGISTRATION DUTIES
• Initiates patient and non-patient rapid response to alert appropriate clinical teams
• Provides input on action plans to mitigate patient identification errors
• NOTIFIES ALL CONSERVATORS TO OBTAIN CONSENT FOR TREATMENT AND REVIEWS ALL DEMOGRAPHIC AND REGULATORY FORMS
• MET PRODUCTIVITY STANDARDS ON A DAILY, WEEKLY AND MONTHLY BASIS
• RECEPTIVE TO FEEDBACK ON QUALITY AND PRODUCTIVITY STANDARDS

Training and Development

• Continuous education on identifying critical symptoms such as stroke, heart attack, suicidal, homicidal, and any other life-threatening conditions on arrival
• Completes HealthStream learnings as required
• Completes initial 6 months of training for comprehension of essential job responsibilities and continuous training to remain proficient with front end enhancements to the registration process
• Develop proficiencies in other areas of registration in order to provide additional support and coverage
• Adheres to registration downtime procedures
• Creates downtime labels and wristbands using Microsoft word
• Photocopies insurance cards and patient photo ID’s
• Handwrites pre-made downtime charts
• Inputs all downtime charts into computer accurately, efficiently, and as soon as possible

Qualifications

• Education: High School Diploma/GED equivalent
• Experience: 6 months
• Language Skills: Minimum - Excellent verbal and written communication skills
• Preferred - Excellent verbal and written communication skills
• Knowledge, Skills, And Ability Requirements: Excellent customer service skills
• Knowledge and understanding of insurance terminology and benefit processing
• Attention to detail, multi-tasking, analytical skills, and adaptive to change
• Strong complex problem-solving skills and the ability to make decisions under supervision
• Excellent organizational skills, flexibility, and ability to switch tasks frequently
• Self-motivated, high-energy, tenacity