The Patient Representative II manages patient registration in the Patient Access Department. As the first point of contact for most CRMC patients, this position provides key customer and financial services. This position provides services for pre-registration, payer authorization, registration services, pre and point of service collections, medical necessity checking and financial counseling, referring those patients to appropriate sources for follow up as needed.
The Registrar II is a mid-level member of the Patient Registration Team and serves as a resource for other staff. These duties and responsibilities described below represent the general tasks performed on a daily basis; other tasks may be assigned. Manages registrations for patients for various hospital services; meets patient access scorecard standards by registering patients in ≤ 10 minutes maintaining a wait time of ≤ 10 minutes, when applicable (ED registration wait times exempt).
Interviews and accurately collects patient information and demographics for various hospital services; meets patient access scorecard standards by meeting accuracy rate as defined in annual goals and ensuring accuracy in medical record selection. Uses knowledge to verify and review and coordinates benefits on behalf of patients; meets Patient Access Scorecard expectations for insurance verification rate. Manages payments at point of service, conducts cash receipting, and posts payments; point of service collection expectations are on the patient access scorecard.
Assists patients with financial clearance of accounts by communicating financial responsibility through estimates, setting up payment plans, and/or providing referrals to financial counselors. Manages accounts in order to meet Patient Access Scorecard standards of productivity. In addition to daily account authorization reviews, identifies high risk admissions/registrations and obtains completes necessary authorizations and notifications of admissions from patients; meets patient access scorecard standards by reducing denial rates.
Assists with training of new staff as well as shares departmental knowledge and provides assistive training with teammates. Manages scanning for the patient medical record as required. Provides courteous service to all stakeholders (patients, patient families, teammates, other department staff, etc.) by resolving stakeholder problems, responding to inquiries, and following-up in order to develop and strengthen customer relationships and maintain effective interdepartmental communication.
Level of service and demonstrated patient commitment are connected to the patient access scorecard, the patient satisfaction scorecard and patient access department policies. Complies with governmental regulations in reference to healthcare, billing, the Health Insurance Portability and Accountability Act (HIPAA) and patient access department policies and procedures. Demonstrates knowledge of ICD coding requirements and other billing rules.
Promotes continuous process and quality improvement processes by sharing and providing ideas and solutions to teammates and supervisors and attending staff meetings; maintains educational requirement, and participates in new learning opportunities. Demonstrates an awareness of appropriate confidentiality rules and regulations and acts accordingly. Actively participates in service recovery and customer service activities to ensure a superior customer contact.
Attend required hospital-wide orientations, meetings, and in-services. Demonstrate a commitment to flexible work scheduling when necessary to ensure patient care. Other duties as assigned.
Reports to: Department Supervisor, Manager, or Director Supervises: N/A
N/A To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the
. Minimum Required
High School Diploma: Certification/License: Revenue Cycle Certified Representative (RCCP 1) or Certified Healthcare Access Associate (CHAA) or equivalent Revenue Cycle Professional Certification required within 12 months. Preferred
Associates degree in healthcare or related field. Knowledge of medical terminology, ICD, and insurance.
Minimum of two years patient registration experience, experience in an emergency room, or other medical office environment experience, OR a combination of core classwork from an accredited college or university in a medical course of study. An understanding of financial and insurance information. Collections experience desired.
Customer Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Accurate data entry skills and ability to use basic computer hardware.
Experience with a Windows environment or experience using multiple software/computer applications at the same time. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the
. Separate sheet documenting description of physical demands and working conditions must be included/attached as last page of the finalized
. Education High School (required)