Job Summary: Under the direction of the Patient Access Manager and Leadership, Registration Coordinators perform a variety of patient access services. Registration Coordinators provide exemplary customer service to all patients and are located at the Concierge/Information Desk, Emergency Registration, Henderson Registration, Main Lobby, Maternity Registration, and Outpatient Service Centers (Patient Call Center, Lab/Imaging Services, Natick, and Wellesley). They are responsible for creating and/or updating a medical record after searching the Master Patient Index (MPI). They obtain demographic information, insurance policy numbers, and subscriber information from patients in person, over the phone, or via the web. They verify insurance eligibility, complete all required forms, scan documents, and collect co-pays.
Essential Functions:
Demonstrate and provide exemplary customer service that is friendly, helpful, and reduces anxiety for patients, peers, physicians, NWH departments, and the Patient Access Leadership Team. Obtain accurate demographic and insurance information for every patient, including signatures on all required forms for consent or release of information. Comply with and stay current on hospital and departmental policies, procedures, and objectives, including patient identification, safety, emergency preparedness, and infection control protocols. Admitting: responsible for bed assignment, beeper management, admitting, escorting patients to floors, and communication with nurses, unit staff, and physicians. Ensure accurate and timely completion of paperwork related to deaths, death certificates, autopsies, and organ banks. Manage workqueues. Maternity: register patients for antenatal, observation, or inpatient services; update newborn accounts; handle pre-in accounts; create folders; manage workqueues. Emergency: register all patients, follow ambulance and infection control protocols, monitor IBEX for prompt registration, manage workqueues. Patient Call Center: answer incoming calls promptly, verify appointments, confirm registration and billing information, manage workqueues and web registrations. Henderson: register surgical patients, provide instructions, secure valuables, utilize tracking system, assist families, create accounts for upcoming surgical patients, manage workqueues. Concierge Desk: provide excellent customer service, maintain wheelchairs, ensure the lobby, brochure rack, vendor log, distribution log, and physician listings are up to date, answer phones, assign lobby patients to registrars, maintain a safe and clean work area, alert Patient Access Leader for help and supplies, manage workqueues. Outpatient Service Center: check patients in, act as unit receptionist, direct and assist visitors, accurately record and submit billable OR supplies used during procedures, manage workqueues. Notify the Patient Access Leader of system and training issues and opportunities. Qualifications:
- High school diploma required; some college preferred.
- Typing skills of at least 25 WPM.
- Medical terminology knowledge preferred.
- Strong customer service skills required.
- Ability to perform well in a team-oriented environment.
Additional Information:
Newton-Wellesley Hospital is an Equal Opportunity Employer. We embrace diverse skills, perspectives, and ideas. All qualified applicants will receive consideration without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, or other protected status. We provide reasonable accommodations for individuals with disabilities during the application and interview process, as well as in performing essential job functions.
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