Provides assistance to and service to patients, families, staff, external agencies in the completion of patient registration, admission, and scheduling. Ensures that the necessary data, information, and forms are obtained and entered into the appropriate system accurately and timely.
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.
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 patient's visit.
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
·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 patient's 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.
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.
Computer literacy sufficient to perform data entry and typing
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
Excellent verbal, written and/or interpersonal communication skills
Advanced problem solving skills.
·Attention to Detail
Demonstrate attention to detail, teamwork skills and ability to prioritize and meet deadlines
Knowledge of diagnosis codes and billing functions may be preferred for some positions. Working knowledge of standard office equipment and medical terminology helpful.
Ability to function in a fast-paced work environment with multiple responsibilities.