Patient Registration Clerk
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
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
Union:
CSEA - Civil Service Employees Association (MH)
Note:
Not all per diem roles are union eligible
Pay Range:
$16.70 - $22.49