Job Title: Patient Registration Clerk
Department: Patient Access C 
Location: Massena Hospital (With travel to other locations between Potsdam and Canton through training and as needed)                          
Hours Per Week: As needed
Schedule: 8 hour shifts, when scheduled; Variable day/shift (Training is full time for approximately three months, then to per diem/as needed)                                

SUMMARY:
The Patient Registration Clerk provides customer-service and registration/switchboard services within Massena Hospital, and assumes the responsibility for successful financial outcomes of all patient services. Under the general supervision of the Patient Access Services Manager, this position performs imperative duties including registration pre and full, insurance verification, switchboard and life support alarm coverage, data entry, and point-of-service collections, while maintaining patient relations, customer satisfaction, and Canton-Potsdam Hospital financial solvency.
 

RESPONSIBILITIES:

25% Registration

Interviews the patient and/or family member either in person or by telephone to collect demographic, financial, and medical information

Performs correct name inquiry and identifies patient according to policy and procedure without errors

Collects complete demographic information of patient including address, phone number, and employer

Collects medical information to include patient complaint

Explains consent information, obtains signatures, witnesses (legibly) with no omissions

Obtains copy of patient identification document(s)

Completes registration process within five minutes for preregistered patients and ten minutes for non-preregistered

Contacts physician offices to obtain and confirm patient information

25% Revenue Cycle

Views insurance card(s) and scans into computer system reviewing for mandatory precertification and/or other third party payer requirements

Collects complete financial information to include payer name, identification number, group number, subscriber name, guarantor name and address, and precertification numbers

Selects appropriate financial class and insurance code

Performs online real-time eligibility verification and registration scrub via AhiQa and makes changes to registration errors accordingly and in a timely fashion

Screens for insurance eligibility via insurance websites, where appropriate

Completes Medicare Secondary Payer Questionnaire for all Medicare-eligible patients

Completes all admission forms required by Medicare

Verifies third party payer benefits and Worker’s Compensation according to departmental policy and procedure

Collects any patient-pay balances such as copay, co-insurance, or deductible at time of registration

Refers patient to Patient Financial Advocacy Program when appropriate and per departmental procedure

Balances cash drawer, completes cash receipt, issues patient receipts and secures cash drawer daily with no exceptions (May be responsible for daily security of cash safe)

20% Switchboard

Serves as hospital switchboard operator answering the phone in a courteous and professional manner and responds to patient/customer inquiries/needs in an expedited manner

Communicates effectively when answering assigned telephone lines within three rings and identifying self at all times

Serve as answering service for the doctors while responsible for switchboard operations and pages providers as needed

Complete all paging for admission outpatient areas

Maintain the Call schedules and away notices

Manage the Hospital Lockdown from 8 pm - 6 am

Monitor various life support alarms located in the office and reporting danger alarms for the correct person

Provides directions for patients and/or visitors

Receives, processes, and coordinates bed requests for patient bed assignments

Performs other clerical duties as assigned by Patient Access Manager

20% Customer Service

Practices proficient customer service skills by greeting and treating all patients and staff with respect and discretion

Capable of empathizing with the circumstances of patients and families while maintaining an objective approach to the disposition of each account

Provides an explanation of any patient wait and responds to all patient requests. Notifies manager of any patient wait times longer than 15 minutes

Greets each patient and identifies self by name and role

Manages waiting room and patient arrival needs

Identifies and directs patients to ED registration as needed

Welcomes patients to facility in a friendly and courteous manner

Notifies the manager of incidents, errors or patient complaints

Maintains patient privacy and confidentiality at all times according to established procedures

Assess environment for safety hazards, which could harm patients, visitors, or other hospital employee’s and reports any identified safety hazards to facilities/housekeeping/manager

Exhibits professionalism in appearance, speech and conduct

10 % Development

Provide orientation and training of new staff

Attend and actively participate in Patient Access Meetings, Training Sessions, and in0service educations, etc

Attend and actively participate in required and voluntary in-service education

REQUIRED QUALIFICATIONS:

Highschool diploma or GED

PREFERRED QUALIFICATIONS:

Customer Service Skills

Computer Skills

UNION:

CSEA - Civil Service Employees Association (MH)

Note: Not all per diem roles are union eligible

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$16.70 - $22.49

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.