MAJOR DUTIES AND RESPONSIBILITIES:
Attend standing meetings. Answer incoming registration line and properly re-direct when complete. Call and pre-register patients via appointment scheduling reports and work queues associated with incomplete registrations or errors. Create Medical Record numbers and enter registration information following established guidelines. Collect demographic and billing information in a courteous and professional manner. Explain parking rules and validate parking as appropriate.Direct patient to scheduled clinic appointment after completing the registration process. Staff at all registration points of access require knowledge of unique workflows at each Registration location. Promote and assist patients in kiosk utilization. Serve as a coach to new Registration staff, as assigned. Act as a first line contact to answer questions from Clinical and Operational staff and leaders. Identify, document and provide feedback to management on issues that impact departmental workflow. Identify and help implement changes to the registration process, as directed.
Registration staff are authorized to obtain and authenticate documents requiring signatures from patients and families that are entered into the medical record electronically and/or via scan. The credentials of the registration staff are required to ensure the integrity of the authentication and protect security all of record entries.
Investigates and resolves customer requests, petitions or problems. Receives telephone calls from customers inquiring about services or having problems. Talks to the customer to learn questions and sources of problems. Contacts outside representatives to request information or assistance in resolving problems.
Answers questions, applying knowledge of the assigned function and of CCHMC's policies and procedures to resolve customer and coworker requests, questions, or problems. Determine cause of problems; talks with customers to research problems and find a solution. Collaborates with divisional personnel to identify system and process issues. Acts as a resource within the department.
Quality and Compliance:
Participate in activities related to organizational, regulatory, and governmental compliance (Advance Directive, MSP questionnaire, Medicare Rights). At minimum meets, typically exceeds the productivity and quality standards of Registration Services. Perform at a quality level to reduce registration denials due to insurance eligibility.
Patient Family Experience:
Treat patients and co-workers with respect, integrity and compassion. Develop clear, caring, connections by smiling and making eye contact when greeting all customers. Communicate in a manner consistent with positive patient relations and prompt and accurate reimbursement. Provide helpful assistance in anticipating and responding to the needs of all customers. Utilize resources provided in the Empowerment Kit to support families at the point of service for unanticipated waits and service recovery opportunities.
Ability to reconcile the day end cash bags for an entire registration point of access, and identify inconsistencies/problems.
Insurance Knowledge (coverage, benefits, and collections):
Knowledgeable of price estimation requirements: coverage, allowable charges, and patient benefits in order to provide patient estimates at the time of service. This includes deductible, coinsurance, copay, and out-of-pocket maximum information. Develop and maintain knowledge of insurance plans and account statuses. Ensure that the patient's coverage reflects the correct filing order. Create Guarantor accounts and ensure the appropriate account is selected for the patients' visit.
Provide families with hospital Financial Assistance Programs, self-pay discount information, and applications for assistance.
Support CCHMC Initiatives:Enroll patients/families in Biorepository research program. Enroll patients/families with a MyChart activation code.
Excellent oral and written communication skills. Excellent interpersonal communication skills.
Experience with computer systems. Computer literate and familiar with Windows Applications and software applications (word processing, spreadsheet and database
Adequate data entry and/or typing skills.
Demonstrates expertise in more complex problem solving.
LEARNING and ATTENTION TO DETAIL
Demonstrates an aptitude and willingness to assume additional responsibility and a coordinating role with and across work groups. Demonstrate attention to detail, teamwork skills and ability to prioritize and meet deadlines.
Ability to relate to individuals from diverse backgrounds, family dynamic, and sexual orientation.
Ability to function in a fast-paced work environment with multiple responsibilities.
PROFESSIONAL PREFERRED KNOWLEDGE:
Knowledge of diagnosis codes and medical terminology. Knowledge of billing. Knowledge of insurance coverage and patient benefits. Comfortability with articulating and collecting patient liability payments. Experience in cash handling and reconciliation procedures. Knowledge of standard office equipment and medical terminology helpful.
- High School Diploma or equivalent.
- Minimum 1 year experience in a field that aligns with required and preferred skills in a customer service setting.
- Must have or complete CPR certification within first year and maintain certification.