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POSITION SPECIFICS

Title:  Registration Specialist – Wellspring

FTE:  0.7 FTE (28 hours week)

Schedule:  Monday, Tuesday, Wednesday 8:00a - 3:00p; Friday 6:45a - 3:45p

Holiday Rotation: None  

Weekend Rotation: None

On Call Requirements: None

POSITION SUMMARY

The Registration Specialist, under the supervision of the Supervisor-Patient Access, provides exceptional customer service by serving as the frontline ambassador of service between the patient and the clinic. The Registration Specialist ensures a positive patient experience from the time a patient accesses the system. 

POSITION TECHNICAL RESPONSIBILITIES

Customer Service Responsibilities:

• Immediately welcome patients and their family members on the phone and in person with a warm greeting.  Use the patient’s name throughout the encounter, make eye contact and close every encounter warmly.

• Answer the telephone within 20 seconds (4 rings) and use the appropriate greeting to include: the clinic, your name and an offer to assist.

• Use professional and courteous language and maintain a positive tone in every encounter with both external and internal customers.  Actively listen to patients to best meet their needs, while showing empathy.

• Keep patients informed of any delays in the process.

• Take responsibility for the encounter and received calls, including transfers to internal departments.

General Duties

• Strive to understand and meet the needs of the patient when multi-tasking, switch gears quickly when checking in, collecting payments, scheduling, rescheduling, coordinating multiple appointments and canceling appointments.

• Schedule appointments for patients by following individual provider protocols and workflows to ensure accuracy in scheduling.

• Ensure that each patient is scheduled with the appropriate provider based on the reason for their visit.

• Verify patient information and demographics upon check-in.

• Enter complete, accurate phone messages in the computer and send to appropriate clinical staff.

• Maintain daily and future provider resource schedules, including schedule maintenance requests (i.e. opening, closing or changing a schedule) to ensure the provider is scheduled for the correct location and time.

• Complete consult referrals and informs patient of those appointments.

• Understand and follow the proper steps to search for a patient record and set up of new accounts. Validate, verify or add insurance, including third party insurance.

• Stay current on Registration workload.

• Ensure that necessary questionnaires are completed for patient visits.

• Follow appropriate guidelines and update appropriate clinical team for situations when a patient cannot be seen (i.e. late patient, terminated patient, insurance coverage not accepted, red flag issues)

• Perform cashiering functions including the collection of co-payments and self-pay balance payments as well as balancing the cash drawer daily, voiding payments as needed and researching issues prior to closing. 

• Keeps current with all process changes.

• Maintain confidentiality of patient information.

• Maintain a neat, clean and professional work area.  Keep patient waiting areas cleaned, organized, and with current resource materials.

• Adhere to departmental expectations (i.e. attend required meetings; participate in quality and process improvement projects, service recovery).

• Cross train and staff other clinics as needed.

• Perform other duties as assigned.

POSITION REQUIREMENTS

Education:

• Required:  None

• Preferred: High school diploma or equivalent

Experience:

• Required: 1 year customer service, reception, or business experience

• Preferred: 2-3 years of customer service, reception, or business experience and previous healthcare experience in a medical clinic

Licenses and Registrations:

• Required:  None

• Preferred:  None

Certification(s):

• Required: None 

• Preferred: None 

BENEFIT SUMMARY

• Competitive health and dental insurance options

• Flexible paid time off to balance work and life

• Retirement plan with immediate vesting and employer match

• Discounted membership to our state-of-the-art fitness facility

• Generous tuition reimbursement

• Employer provided life and disability insurance

• Free parking at facility

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