Patient Registration Representative - Signature Healthcare

Signature Healthcare is Southeastern Massachusetts’ premier local provider of quality, personalized medical services. We are comprised of the award-winning not-for-profit Signature Healthcare Brockton Hospital; Signature Medical Group (SMG), a multi-specialty physician group of more than 150 physicians practicing in 18 ambulatory locations. We believe our distinctive Signature Healthcare team approach is the way healthcare should be: medical professionals across many locations communicating and collaborating, taking advantage of technologies and resources to make a difference in the lives and health of our patients.

Position Summary:

Under the direction and guidance of the Manager, Patient Access and leadership team, the Patient Registration Representative performs a variety of Patient Access Services, including patient registration, accurate patient identification, thorough documentation of demographic and physician information, insurance verification, patient bed assignment. Integrates numerous electronic systems and computer programs to ensure accurate verification of insurance information from third party payor sources, and management of patient flow within the ER, Lab, Radiology and Surgical Services and inpatient units.

Patient Registration Representatives provide exemplary customer service to all patients, visitors and support departments, utilizing a strong knowledge of medical terminology and both verbal & written communication skills to interact effectively and ensure safe and efficient care for the patients they serve. All workflows are conducted in accordance with HIPAA, EMTALA and other regulatory guidelines for the Patient Access function.

Location: 680 Centre Street, Brockton, MA

Department: Patient Registration

This is a per diem position

Responsibilities:

• Registers patients accurately and thorough by interviewing patients to obtain necessary demographic information, primary care provider, insurance coverage information, and other required information.

• Verifies insurance coverage using electronic insurance verification systems. Maintains a detailed knowledge of third party insurance plans and information necessary for billing and reimbursement purposes, including managed care plans, Medicare secondary payor requirements, ACO primary care provider listings, insurance mnemonics, and other pertinent information.

• Ensures at end of day all insurance deficiencies have been addressed or discussed with the Team Leader/Manager for bills to go out without errors.

• Pre-registers patients and calls patient for various elective hospital services by obtaining and verifying necessary demographic and insurance information for registration and billing purposes.

• Responds expediently to registration requests from Emergency Department charge nurse regarding incoming ambulances. Obtains demographic information from the patient, managing the efficient flow of information & records to ambulance companies and fire departments to allow patients arriving by ambulance to be identified, registered and seen within a timely manner.

• Utilizes the electronic Emergency Department tracking system to respond to and manage the flow of registrations within the ER, ensuring that patients are registered at the bedside within 30 minutes of arrival in order to maintain throughput standards. Appropriately prioritizes workflow during times of high census and competing priorities – i.e. incoming ambulances, patients pending discharge, and patients with length of stay exceeding throughput standards.

• Ensures accurate patient identification, as well as verifying two patient identifiers. Obtains government IDs and insurance cards, and scans this information into the appropriate locations of the electronic medical record.

• Receives patients regarding their stated complaint and summarizes this information in the reason for visit field of the registration system, to facilitate appropriate triage. Maintains a strong working knowledge of medical terminology to ensure accurate documentation.

• Follows the policy for unidentified patients that come into the Emergency Room

• Follows the process for minors and for patients with legal guardianship.

• Refers uninsured pre-scheduled or registered patients to a financial counselor for initiating financial arrangements and/or to screen for eligibility under MassHealth, Health Safety Net, and other available programs.

• Receives and greets patients and visitors as they enter the Emergency/Outpatient Departments to determine their reason for visit, and direct them to their appropriate destination. Maintains a strong working knowledge of all hospital services, departments and programs.

• Answers all incoming calls in a courteous and timely manner. Answers or seeks answer to questions that patients, family members, or other departments may have relative to the registration and admitting functions. Routes calls to the appropriate area as necessary.

• Assists with the completion of various team and department reports, special projects, Lean process improvement activities, and other initiatives within established parameters to maximize productivity and meet department goals and objectives.

• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.

1. Commits to recognize and respect cultural diversity for all customers (internal and external).

 2. Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

• Performs other duties as assigned

BASIC KNOWLEDGE/SKILLS/APTITUDE/EXPERIENCE:

• Ability to interpret reference and instructional requirements in written and verbal form. Ability to solve practical problems and deal with variable situations where only limited standardization exists. Able to make appropriate judgments in communication and actions with patients, family members, physicians, employees, third party payers and other general public.

• Functions independently and in team setting within the realm of established policies and procedures. Provides input and discusses questionable cases with management prior to taking action.

• Adherence to all HIPAA and EMTALA requirements

• Possesses strong communication and interpersonal skills, and the ability to prioritize and handle multiple duties. Ability to deescalate and respond to difficult situations, including patients presenting with high-risk issues, aggressive behavior, and emotionally challenging circumstances.

Education/Experience/Licenses/Technical/Other:

PI250158106