JOB SUMMARY:
Under the leadership of assigned Patient Access management provides guidance on a day-to-day basis to patient registration staff in the performance of all job duties related to the patient registration process. Fulfills responsibilities of assigned staff on an ongoing basis including receiving, collecting and recording information from patients in order to complete registration for hospital services. Coordinates admissions process and communicates with physician offices, nursing and other service areas to promote timely and accurate registration process. Verifies insurance benefits, obtains pre-authorization/pre-certification when necessary, assesses need/eligibility for financial assistance, collects applicable co-pays and/or deductibles. Provides support in assisting patients and family members with resolution of all their financial needs by establishing payment arrangements or financial assistance determination. This includes bank loans, payment-in-full settlements, Medicaid eligibility assistance and charity application processing. Promotes patient satisfaction, serving as a liaison on behalf of hospital and patient. Requires leadership, group cohesion and communication skills promoting team achievement. Staffs the department as part of the registration team, responsible for call-in staffing, bringing issues to management for review. Responsible for promoting patient satisfaction.

MINIMAL ACCEPTABLE JOB QUALIFICATIONS

Licensure: None required

Registration/Certification: None required

Education: Minimum of a high school graduate or equivalent (GED); additional coursework a plus

Experience: Experience in one or more of the following areas: two years experience in collections or hospital registration; or three years in a financial customer service or financial aide area.

Other:
Required to take call every other weekend as needed for staffing

Job Knowledge and Skills:
Demonstrates working knowledge of the English language, verbal and written; working knowledge of medical terminology within one year of hire date.

Requires well developed organizational skills and basic office operations including filing to assure appropriate documentation and follow through to meet the patient and department needs.

Demonstrates strong working knowledge of processes related to areas of assignment, including hospital registration process, work assignment structure, account documentation, system operations, regulations and related communication protocols, financial counselor processes and medical terminology.

Demonstrates skills related to patient concerns and problem solving including relations with other departments and service recovery.

Demonstrates strong interpersonal, verbal and written communication skills in order to interact effectively with all customers in a variety of situations. Demonstrates skills to evaluate a variety of patient situations and make timely decisions, independently or with appropriate assistance.

Demonstrates ability to work in a fast-paced deadline oriented environment where proven ability to meet deadlines and constant communication are required.

Requires skills to create an atmosphere that promotes professionalism yet caring and empathy to the individual so that the customer has confidence in the organization’s ability to resolve the need.

Requires working knowledge to complete data entry accurately and review financial data to assist the patient and family in the patient advocate role.