As ProMedica patients enter our facilities to receive medical services, the Patient Registration Specialist II will register/pre-register them by obtaining their information, validating insurance, and receiving payments. 

You will answer or refer questions from patients, visitors, and staff as needed. You may escort patients to their appointment locations when possible and help patients who need help finding their way. 

ACCOUNTABILITIES 

• Perform a variety of face-to-face registration, pre-registration, walk in outpatient scheduling, and collection functions for all patients, including self-pay patients. 

• Utilize electronic insurance verification system to verify insurance benefits and determine copay and/or coinsurance for the patient’s services; ask all eligible patients for copay and/or coinsurance to meet monthly Point of Service goals. 

• Contacts patients via phone for necessary information pertaining to registration, billing, and financial responsibility via our pre-registration process. 

• Assists patients at time of service with general benefit and financial responsibility, inquiries, and posts payments to patient accounts as appropriate. 

• Manages time effectively to perform complete registration questionnaires while meeting departmental productivity standards in compliance with system productivity policies. Uses time to complete other departmental duties when patients cannot be registered. 

• Maintains high attention to detail by reviewing all work for completeness and accuracy in compliance with system quality assurance policies. Completes registrations to meet department accuracy standards for error-free work as demonstrated on the monthly KPI (Key Performance Indicators). 

• Understand basic registration processes and provide feedback to management on issues that impede timeliness or quality of Registration and work with management to resolve. 

• Independently review assigned reports/work queues to ensure goals and deadlines are met. 

• Maintains current knowledge of insurance requirements communicated by email, memorandum, educational matrices, and in-services. 

• Seeks assistance from Financial Counselors when needed to maintain patient flow while resolving financial issues. Communicates effectively with service delivery areas when unresolved financial issues threaten appointment schedules. 

• Respects the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights. 

• Escorts customer/employees to their requested location when possible (Site Specific). 

• Immediately approaches a customer or employee who seems lost and offers assistance. 

• Takes ownership of a customer’s problem. Ensures the matter is resolved in a timely manner if able or exculpate to the appropriate department. 

• Functions as a team member to organize and prioritize responsibilities to complete daily work requirements: a. Complies with changes in duties and assignments in a positive and cooperative manner. b. Adjusts to peaks in workload demonstrate flexibility and adaptability to change. c. Completes assignments in appropriate time frames. d. Offers assistance to co-workers to ensure completion of all assigned duties, as necessary. e. Performs duties in a self-directed manner with minimal supervision or direction. 

• Demonstrates a positive, supportive, respectful, and helpful attitude in interactions with all department customers (patients, physicians, visitors, and other healthcare team members). 

• Working knowledge to resolve registration errors in Epic work queues. 

• Shadow another area within the Revenue Cycle annually for 4-8 hours. 

• Demonstrated ability to proficiently navigate Epic, Recondo and any other applicable systems including online payer systems. 

• Pass competency exams. 

• Mentor Level I Registration Specialists. 

• Participate in meaningful quality initiatives. 

• Assist management with training new staff as necessary. 

• Other duties as assigned. 

The above summary of accountabilities is intended to describe the general nature and level of work performed in this role. It should not be considered exhaustive. 

REQUIREMENTS 

• High school diploma or equivalent 

• Must be able to read and speak the English language 

• Must have worked 1 year within ProMedica Patient Access and have met all KPI expectations to be promoted to Patient Registration Specialist II 

• Must demonstrate the ability to accurately and independently solve problems by taking a basic skills test and scoring a minimum of 80%.  

• Must demonstrate excellent communication, customer service, and interpersonal skills in a fast-paced environment.  

• Must be able to input and retrieve information from a computer, operate a calculator, fax machine and copier. Must have previous experience with computers and office applications.  

• Must demonstrate commitment to exceptional customer service.  

• Must have strong organizational skills and the ability to multi-task.  

PREFERRED REQUIREMENTS 

• Experience or basic knowledge of health insurance plans and medical terminology.