Patient Registration Representative - Lincoln City - job 957884

Memorial Hospital and Health Care

Date: 07/22/2021

City: Lincoln City, Indiana

Employment type: Full-time

Memorial Hospital and Health Care Center is an independent regional hospital that has a strong focus on the quality of care and overall patient experience. It is our vision to be the preferred health care provider for the community we service. Join our team today!



Job Summary

This position requires knowledge of overall operations of Patient Financial Services; knowledge of federal, state, and other third party payer data collection/billing compliance requirements. Greets and provides assistance to patients, physicians, visitors, venders, and hospital personnel. Obtains and registers in a confidential manner all patients in a courteous and prompt manner and accurately enters the information in the hospital's computer system. Under general supervision, registers all patients receiving services and promotes good customer service in a manner consistent with the Mission Statement of Memorial Hospital & Health Care Center for all patients age ranging from birth to maturity.



Qualifications



Education:

High School diploma or equivalent required. One to two years of college is preferred.



Training:

Three to four months minimum on the job training in all aspects of Registration process. Cross-training in communication/switchboard operations process.



Experience:

Clerical experience is required. Previous hospital or physician's office or equivalent or Health Care receptionist experience is preferred.



Job knowledge, skills, and abilities:

Basic knowledge and understanding of medical terminology is preferred. Two to three years in customer service is required. Two to three years of computer skills is required. Basic knowledge of computer and related functions; knowledge of phone and paging systems; abilities to make routine decisions following established policy and procedures; ability to plan daily work for completion. Communicates with tact and skill in a professional manner at all times. Must be pleasant and works well with internal and external customers and have excellent customer service/interpersonal skills. Must interface with other hospital departments and personnel. Must be a motivated individual. Ability to understand and effectively communicate Medicare and other third party payer billing and data collection compliance requirements. Must be able to function under stressful situations.



Performance Requirements



Responsible For:

Exhibits professionalism at all times while assisting patients, physicians, visitors, vendors, and hospital personnel. Obtains and registers in a confidential manner all patients by gathering demographic and financial information accurately and in a prompt and courteous atmosphere, using extreme customer service skills at all times. Ensures confidential patient information at all times. Maintains accurate and complete information to ensure prompt collection of patient's accounts and to ensure Federal and other third party payer billing compliance. Accurately enters demographic, financial and clinical information in the hospital's computer system. Ensures accurate in house status so billing compliance regulations are meet. Obtains signatures for medical and financial documents. Portrays a professional manner while monitoring the main hospital lobby and greets all guests. Attends to all patients and venders needs; giving directions, and offering assistance that are needed. Uses excellent telephone skills at all times. Demonstrates a genuine willingness to listen and address patient/family concerns. Required to explain and issue Advance Beneficiary Notices to patients based on physicians orders/diagnosis and Medicare and other insurance parties medical necessity compliance requirements. Required to contact physician practice on medical necessity problems and issues resolution as appropriate.

Required to follow all EMTALA (Emergency Medical Treatment and Active Labor Act) guidelines and maintaining an accurate list of all patients requesting emergency services as mandated by the EMTALA regulations. Required to follow all Medicare guidelines and identifies situations where Medicare is the secondary payer and obtains answers from the patient to complete the MSP (Medicare Secondary Payor) questionnaire that is required by Medicare compliance regulations. Maintains an accurate in house patient census by completing the necessary transfers instructed by the nursing units. Required to perform "points of service" collection of all appropriate deductibles and co-pays as required based on patients insurance benefit coverage at times of registration. Required to perform "points of service" collections as referred by Patient Financial Services financial advocates on pre-registration and scheduled procedures (deposits/deductibles/ect.) Required to learn FaxCert System. Staff must index all faxed in physician orders for all ancillary departments prior to patients arrival. According to Compliance guidelines, all faxed in physician orders must be reviewed and have on the order the five requirements, before accepting it as a valid order. If one of the five requirements is missing, staff must contact the physician office for a revised order. Staff will indicate on the order that it is invalid alerting ancillary departments, the order is not valid. When revised orders are re-faxed in, staff will review and process that order. When patient arrives for services, staff will reconcile that physician order to the patient's account number, linking them together for the ancillary departments to see. Registration staff will work with ancillary departments when needed to assist with trouble shooting any FaxCert issues. Greets all patients, physicians, visitors, and venders and hospital personnel in a courteous manner. Assists any patient with medical equipment, walkers, wheelchairs, etc. when needed. Escorts patients or visitors to the appropriate unit or location when needed. Ability to make sound judgments, complete with documentation in an event of a situation may occur when supervision is absent (evenings, nights, weekends, and holidays). Assists the communication operator when assistance is needed with Lifeline calls, when emergency hospital codes are announced, or in the event of any phone emergencies may occurring. Required to learn how to retrieve online registrations from the MHHCC website. Required to follow "point of service" collections processes. Required to learn ERM application prior to working in ER registration.



Physical Demands:

Utilize proper body mechanics in completing moderate physical effort tasks. More specifically, frequent walking, standing, sitting, frequently pushing levels from 50 pounds to maximal levels of 250 pounds. Manual dexterity for handling office and computer equipment.



Special Demands:

Reflects the mission, philosophy, core values, and customer service plan of Memorial Hospital and Health Care Center in action and attitude. Willingness and ability to adapt work assignments and meet the challenging demands of the departments within the hospital; exercises tact, patience in communicating, and exhibits interpersonal relationships with patients, physicians, visitors, venders, and hospital personnel. Provides adequate listening and speaking skills to patients, physicians, visitors, venders, and hospital personnel. Brings forth a positive attitude and set an example with a cooperative outlook toward his/her position, the hospital, and with fellow employees. Complies with all hospital general policies procedures. Exhibits themselves in a professional manner at all times. If applies to job, stays current with switchboard policies and procedures to ensure proper protocol is followed when paging the appropriate physician or hospital personnel when requested by an individual. Knowledge of and follows Corporate Compliance guidelines. Is aware of and ensures the Federal guidelines for Medicare, Medicare MSP, Medicaid, EMTALA, fraud and abuse regulations are followed. Stays abreast with any Federal regulations policy changes. Communicates any fraudulent acts to the director of Patient Financial Services and/or Corporate Compliance Officer. Knowledge of and follows HIPAA (Health Insurance Portability and Accountability Act) regulations and guidelines. Ensures patient confidentiality at all times. Never discloses unnecessary patient information. Distributes and explains the NPP (Notice of Privacy Practices) to patients and obtains the patient signature on the NPP acknowledgment form. Distributes end explains the Privacy Code card to all Observation and Inpatients. Distributes the Patient Rights brochure to all patients. Distributes the Important Message from Medicare letter to all Observation and Inpatients who have Medicare. Is knowledgeable with the federal Identify Theft Rules, a.k.a. "Red Flag" rule requirements to ensure identify theft prevention. If assigned, assists with daily pre-registrations process and pre-registers future scheduled patients and pre-registers scheduled surgery patients. Validates medical necessity via Code Correct software on all Medicare outpatients to ensure the diagnosis meets medical necessity. This process is completed on all shifts, all days of the week. Verifies and uses Rev Runner software on all patients to ensure insurance eligibility is correct. This process is completed on all shifts, all days of the week. Assists with daily registration reports to ensure the registrations will pass through billing edits. Strives to accurately process an optimal number of registrations or pre-registrations during one's shift. Places phone calls to patients to complete the pre-registrations. Serves as a resource person in area of expertise and maintains awareness of safety at all times. Assists Registration Supervisor with varies reports, scheduling conflicts, one on one staff training, document changes, and other clerical duties, as assigned. Reflects the mission, philosophy, core values, and customer service plan of Memorial Hospital and health Care Center in action and attitude.



Representative Functions

Recognize and practice the core values of Memorial Hospital and Health Care Center. (On-going)



Complies with the 5-Step Customer Service Plan as outlined in the Organizational Policy Manual. (On-going)



1. Registers and pre-registers all patients requiring services, including gathering social and financial information for all outpatients, emergency patients, and OBS and inpatients. Scans insurance cards and photo IDs into the system. (25%)


  • Selects the correct patient, using the patient's date of birth, social security number, or patient name from the data base to register.

  • Collects and/or reviews patient demographics with the patient or family member making changes to areas where needed.

  • Verifies insurance information with patient or family member, selecting the correct insurance plan(s) that are to be billed, inactivating other plans if needed. Scans insurance cards into the system.


**Contacts physicians practice on medical necessity problems and issues and when additional billing and demographic information needed.


  • Obtains all signatures from the patient or family member. If patient is under the age of 18 years old a verbal consent is needed to be obtained from the patient's parents or legal guardian. All paperwork is to be witnessed and dated. Additional signatures may be needed if the patient is made an Observation patient or inpatient. At this time the patient is also given an admission folder.

  • Escorts all Observation patients and Inpatients to the proper unit, using wheelchair if needed.

  • Gives instructions and directions to departments where services are to be rendered. Assists and escorts patient when needed.

  • Reviews and scan insurance cards and photo IDs into the system.


2. Knowledge of and follows the HIPAA (Health Insurance Portability and Accountability Act) guidelines and regulations. (35%)


  • Ensures patient's privacy at all times.

  • Withholds confidential information. Does not disclose unnecessary patient information.

  • Distributes and explains the NPP (Notice of Privacy Practices) to patients and obtains the patient signature on the NPP acknowledgment form.

  • Scans the signed NPP into the system.

  • Distributes and explains the Privacy Code Card to all OBS and Inpatients.

  • Distributes the Patient Rights brochure to all patients. Distributes the Important Message letter to all Inpatients who have Medicare.

  • Scans the signed copy into the system.

  • Reviews the daily Important Message report and follows up with any that are not signed.


3. Follows Corporate Compliance guidelines. Is aware of and ensures the Federal guidelines for Medicare, MSP, Medicaid,

EMTALA, fraud and abuse regulations are followed. Understands

and demonstrates knowledge of Federal and third party payer billing and data collection compliance requirements. (5%)



4. Pre-registers patients whenever possible. Completes quick registrations and updates the systems scanning application with most current physician orders to assist with Health Information Management with their coding process. (2%)


  • Pre-registers patients when receiving information from departments or units in advance before patient arrives.

  • Reviews accounts prior, records notes, and/or calls the patient to


pre-register.


  • Having the necessary paperwork ready for processing for prompt service when patient arrives.

  • For the daily returning patients, have all their paperwork ready at the front desk so they can sign and go.


5. Acts as receptionist while at the information desks providing information, directing, or assisting patients, physicians, visitors, venders to the appropriate departments or other areas within the hospital. Exhibits professionalism at all times. (1%)


  • Greets all patients, visitors, physicians, venders in a professional


and courteous manner, giving assistance to their needs. Ensuring

good customer service skills are used at all times.


  • Collects the patient name and records time on the Registration log.

  • Answers all phone calls in a prompt and courteous manner.

  • Issues patient pages to patients if needed.


6. Validates Hospital compliance with all Medicare outpatients diagnosis, using the Medical Necessity Software to ensure the diagnosis meets medical necessity. Contacts physician's practices to obtain proper diagnosis prior to services rendered. (2%)



7. Utilizes the Rev Runner software on all patients to ensure insurance eligibility is correct. (2%)


  • Registration staff uses the Rev Runner software to validate all


registered patients insurance. Staff will review Rev Runner

software for correct insurance eligibility.


  • If a discrepancy is seen, the registrar will communicate to the


patient for correct insurance information.



8. Maintains an accurate in house patient census by completing the necessary transfers instructed by the nursing units. (1%)


  • Maintains a current census in the system for use at the


Information desk so the hospital volunteers can sort patient

greeting cards before delivery.


  • Assists in giving out correct room numbers to incoming visitors.

  • Ensures the computer system and census report are current and


accurate.



9. Follows protocol for EMTALA guidelines with ensuring bedside

registration occurs for emergency department registrations and

assists with completing the quick registrations in a timely manner. (2%)


  • Completes a quick registration for all patients registering into the


Emergency department.


  • Ensures the established protocol for EMTALA guidelines are


followed. Uses registration mobile computers for emergency

registrations.



10. Follows protocol for FaxCert guidelines with indexing all faxed in physician orders for all ancillary departments prior to patient's arrival. (15%)


  • According to Compliance guidelines, all faxed in physician orders must be reviewed and have on the order the five requirements, before accepting it as a valid order. If one of the five requirements is missing, staff must contact the physician office for a revised order. Staff will indicate on the order that it is invalid alerting ancillary departments, the order is not valid.

  • When revised orders is re-faxed in, staff will review and process that order.

  • When patent arrives for services, staff will reconcile that physician order to the patient's account number, linking them together for the ancillary departments to see.

  • Registration staff will work with ancillary departments when needed to assist with trouble shooting any FaxCert issues.


11. Ensures post accident drug screens are initiated after workers compensation emergencies for those specific employers. (1%)


  • Initiates the proper paperwork for post accident drug screens


when workers compensation emergencies present themselves

to the Emergency department.


  • Registers the patient again with a new account number and


informs ER nursing.



12. Escorts and assists patients and family members to the appropriate area within the hospital. (1%)


  • Gives instructions and directions to patients, visitors, physicians,


venders in a professional and courteous manner. Ensuring good

customer service skills are used at all times.


  • Provides assistance and escorts patients and visitors, using a


wheelchair when needed, to the appropriate area.



13. Assists Case Managers with accurate patient insurance and verification in a timely manner. (1%)


  • Supplies case managers with accurate patient insurance


information on all OBS and Inpatients. Updating them when

changes are made with payers



14. Follows "After Hours Payment" policy when appropriate. (1%)


  • Follows instructions for the After Hours Payment guidelines.

  • Writes receipts and collects money from patients during after


hours.



15. Participates and commits to cross-training Patient Financial Services assignments as requested. (1%)


  • Cross-training will be implemented for areas that may need extra assistance.

  • Cross-training may be required, but may not be associated with


your job functions.



16. Required to ask for co-pays and deductibles from patients at point --of-service, including the pre-admission stage, at admission, and after services- in ER- but prior to patient discharge. Collects advanced down payments on self pay patients based on information given to registration staff from patient financial advocates. (2%)



17. Required to learn T System application prior to working in ER registration. (1%)



18. Required to learn how to retrieve online registration from the MHHCC website.(1%)



19. CHAA - Certified Healthcare Access Associate if applies. (1%)


  • Staff has the opportunity to take a CHAA exam and become


certified for a 3 year period. The exam covers all aspects of

patient registration, third party billing regulations, credit and

collection laws, and common patient accounting abbreviations.

CEU's are required for re-certification.



Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled




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