Patient Registration Clerk - Massena Hospital (Full Time) - St. Lawrence Health System : Job Details

The Patient Registration Clerk delivers customer service and handles registration and switchboard duties at Massena Hospital. Reporting to the Patient Access Services Manager, the role includes pre-registration, full registration, insurance verification, data entry, alarm monitoring, and point-of-service collections. The clerk supports patient satisfaction and ensures accurate financial outcomes for Canton-Potsdam Hospital.

Responsibilities include:

Registration:

• Interviews the patient and/or family member either in person or by telephone to collect demographic, financial, and medical information.
• Performs correct name inquiry and identifies patient according to policy and procedure without errors.
• Collects complete demographic information of patient including address, phone number, and employer.
• Collects medical information to include patient complaint.
• Explains consent information, obtains signatures, witnesses (legibly) with no omissions.
• Obtains copy of patient identification document(s).
• Completes registration process within five minutes for preregistered patients and ten minutes for non-preregistered.
• Contacts physician offices to obtain and confirm patient information.

Revenue Cycle:

• Views insurance card(s) and scans into computer system reviewing for mandatory precertification and/or other third party payer requirements.
• Collects complete financial information to include payer name, identification number, group number, subscriber name, guarantor name and address, and precertification numbers.
• Selects appropriate financial class and insurance code.
• Performs online real-time eligibility verification and registration scrub via AhiQa and makes changes to registration errors accordingly and in a timely fashion.
• Screens for insurance eligibility via insurance websites, where appropriate.
• Completes Medicare Secondary Payer Questionnaire for all Medicare-eligible patients.
• Completes all admission forms required by Medicare.
• Verifies third party payer benefits and Worker's Compensation according to departmental policy and procedure.
• Collects any patient-pay balances such as copay, co-insurance, or deductible at time of registration.
• Refers patient to Patient Financial Advocacy Program when appropriate and per departmental procedure.
• Balances cash drawer, completes cash receipt, issues patient receipts and secures cash drawer daily with no exceptions. May be responsible for daily security of cash safe.

Switchboard:

• Serves as hospital switchboard operator answering the phone in a courteous and professional manner and responds to patient/customer inquiries/needs in an expedited manner.
• Communicates effectively when answering assigned telephone lines within three rings and identifying self at all times.
• Serve as answering service for the doctors while responsible for switchboard operations and pages providers as needed.
• Complete all paging for admission outpatient areas.
• Maintain the Call schedules and away notices.
• Manage the Hospital Lockdown from 8p -6am.
• Monitor various life support alarms located in the office and reporting danger alarms for the correct person.
• Provides directions for patients and/or visitors.
• Receives, processes, and coordinates bed requests for patient bed assignments.
• Performs other clerical duties as assigned by Patient Access Manager.

Customer Service:

• Practices proficient customer service skills by greeting and treating all patients and staff with respect and discretion.
• Capable of empathizing with the circumstances of patients and families while maintaining an objective approach to the disposition of each account.
• Provides an explanation of any patient wait and responds to all patient requests. Notifies manager of any patient wait times longer than 15 minutes.
• Greets each patient and identifies self by name and role.
• Manages waiting room and patient arrival needs.
• Identifies and directs patients to ED registration as needed.
• Welcomes patients to facility in a friendly and courteous manner.
• Notifies the manager of incidents, errors or patient complaints.
• Maintains patient privacy and confidentiality at all times according to established procedures.
• Assesses environment for safety hazards, which could harm patients, visitors, or other hospital employee's and reports any identified safety hazards to facilities/housekeeping/manager.
• Exhibits professionalism in appearance, speech and conduct.

Development:

• Provide orientation and training of new staff.
• Attend and actively participate in Patient Access Meetings, Training Sessions, and in-service educations, etc.
• Attend and actively participate in required and voluntary in-service education.
• Participate in performance improvement within the organization and department.

Required Qualifications:

• High School Diploma (or equivalent)
• Strong customer service and computer skills