Patient Registrar 1

Mercyhealth; Harvard (IL); On-site; USD 30,000 - 50,000; Part time

Job summary

An established healthcare provider is seeking a dedicated Patient Registrar for a part-time role. In this fast-paced position, you will be the first point of contact for patients, ensuring a smooth registration process and addressing their concerns. Your ability to remain calm under pressure and provide excellent customer service will be crucial as you assist patients and collaborate with clinical teams. This role offers the opportunity to work in a dynamic environment where your contributions directly impact patient care and satisfaction. Join a team that values your skills and provides a supportive atmosphere for professional growth.

Benefits

Comprehensive Benefits Package

Paid Time Off

Career Advancement Opportunities

Employee Wellbeing Programs

Qualifications

• 1-2 years of customer service experience required.
• Detail-oriented with strong communication skills.

Responsibilities

• Responsible for patient registration and assisting with inquiries.
• Engage with patients and ensure accurate information is collected.

Skills

Customer Service

Communication Skills

Problem Solving

Data Entry

Interpersonal Skills

Time Management

Attention to Detail

Education

High School Diploma or Equivalent

Tools

EPIC

Job description

Overview

• Patient Registrar, Harvard, 2nd Shift, 24hr / week
• Schedule: 3:00pm-11:00pm part time
• Weekend rotation schedule

Mercyhealth Patient Registrars are responsible for patient registration duties at Mercyhealth Hospital locations. Patient Registrars will demonstrate behavior that reflects the hospital's mission, vision and values. Patient Registrars will greet patients or family members in the various hospital settings and assist them in answering any questions or concerns they may have in person or over the phone. This position is fast paced (sometimes chaotic) and you will be the person patients and our clinical care teams rely on to get patients entered or checked in within the electronic medical record to get care started. As Mercyhealth Patient Registrars we are part of Revenue Cycle and are responsible for accurate registrations, obtaining insurance coverage, educating our patients on their financial responsibilities and collecting applicable payments. To thrive in this job, you will need to be confident with technology and typing; however you don't need to have any previous experience or knowledge in healthcare. Since some shifts are in an Emergency Department, you will need to be prepared to see serious illness and injuries. This position requires weekend and holiday rotations.

Responsibilities

Essential Duties and Responsibilities

• Engage in positive interactions; demonstrate friendliness by smiling and making eye contact when greeting all patients, visitors and customers. Provide helpful assistance in anticipating and responding to the needs of our patients, visitors and customers and staying calm under pressure to deal effectively with difficult people.
• Participate in team building activities, continuous quality improvement activities and educational experiences in support of departmental or Mercyhealth initiatives.
• Provide shadowing and training to new partners as identified by leadership.
• Use good judgment in highly emotional and demanding situations.
• Responsible for arriving patient to the ER and Urgent Care.
• Responsible for signing in or checking in hospital outpatient visits.
• Identify patients in need of immediate care by visual assessment at time of registration, prioritize patient registration by severity of complaint, and monitor waiting area for changing patient conditions and alert triage RN to the need to re-evaluate patients.
• Responsible for admitting all surgical and direct admit patients.
• Schedule and check in hospital outpatient lab patients.
• Identify and select patient using department required patient identifiers to select correct electronic medical record, thus reducing the chance for privacy, medical or duplicate medical record errors.
• Responsible for entering patient’s complaints/symptoms and them in the appropriate order based on severity of symptoms. Also completing all other required arrival information with the electronic medical record.
• Generate patient arm band, face sheet, and patient labels.
• Verify information before quickly applying patient armband during traumas or other chaotic situations.
• Responsible for gathering and entering into EPIC all necessary demographic, guarantors, and billing information from patients/family.
• Responsible for obtaining necessary signatures and documents for inpatient and outpatient registrations.
• Verify patient insurance information and update insurance information as appropriate.
• Identify patients in the ER that have an out of network insurance and provide this information to the appropriate ED partners. Complete our out of network paperwork and add an account note documenting conversation with staff and that paperwork was completed.
• Identify patients without insurance and work closely with patient financial counselors to help facilitate self-pay services for patients without insurance.
• Identify appropriate primary/secondary payees.
• Complete MSPQ as required for Medicare patients.
• Collect all applicable co-pay’s, self-pay payments, and in some cases pre-payment for services.
• Assist with coordination of patients into the appropriate unit.
• Provide accurate information and timely updates to patients, visitors and customers.
• Assist other departments at various hospital locations to notify when patients have arrived.
• Assist outside EMS/EMT agencies to arrive patients to the facility and provide paperwork for billing purposes.
• Perform Pre-admission functions for patients.
• Perform Pre-registration functions for patients.
• Upon admission provide patients with admission information such as the VIP Folder as needed.
• Obtain signatures for Medicare forms as required for admission within required timeframe.
• Properly secure and return all patient valuables in accordance with Mercyhealth policy.
• Assist hospital staff to facilitate patient care during periods of EPIC Downtime or during disaster mode.
• Assist nursing staff to provide taxi vouchers and payment for taxi services for patients.
• Responsible for maintaining an accurate cash drawer.
• Responsible for closing and balancing cash drawer at the end of each shift in compliance with our cash handling policy.
• Manage workqueues to resolve registration errors thus allowing patient bills to process in a timely manner.
• Ability to assess and determine situations requiring an interpreter and when to use interpreter services effectively.
• Responsible for logging in, answering, returning, and transferring all incoming telephone inquiries. Additionally is responsible for making outbound calls as needed.
• Monitor security cameras and door entry systems in a polite manner and communicate information to the appropriate staff, patient or visitor.
• Address questions or concerns promptly or identify appropriate resource to do so.
• Use effective service recovery skills to solve problems or service breakdowns when they occur.
• Ability to remain flexible and reliable to react to frequent changes in duties and volume of work to meet the needs of our many locations and patients.
• Manage work schedule efficiently to ensure all tasks and assignments are completed on time.
• Present a friendly, approachable, professional demeanor and appearance.
• Complete travel screening questionnaire for every patient, visitor and customer that enters the facility.
• Track patients visitors as needed and appropriate based on current hospital guidelines.
• Provide directions, help or escort patients/visitors to the correct area.
• Demonstrate teamwork by helping co-workers in and across departments.
• Communicate appropriately, clearly, and timely to leadership team, charge nurse, physician and partners.
• Use excellent judgment to notify leadership team of all unusual occurrence or situations requiring leadership team attention or action.
• Use organizational and departmental resources efficiently.
• Follow local, state, and federal healthcare regulations.
• Perform light duty cleaning or registration, lobby and waiting room areas.
• Complete all required educational courses as assigned by leadership.
• Perform other duties as assigned.

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:
Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.
Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.
Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.
Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Graduate of high school or equivalent.
One to two years customer service experience required.
Knowledge of third party payors preferred.
Medical terminology preferred.

Certification and Licensure

N/A

Skills and Abilities

Self-starter with a willingness to try new ideas.
Positive can-do attitude coupled with a sense of urgency.
Knowledge of computer systems, to include navigation, typing, and data entry.
Detail oriented.
Strong oral and written communication skills.
Excellent problem solving, conflict management, time management and stress management skills in highly emotional and demanding situations.
Ability to use good judgment and utilize independent decision-making skills.
EPIC knowledge preferred but not required.
Able to work independently, as well as, collaborate in a team environment.
Interpersonal skills to interact with patients to obtain needed information to communicate to partners and providers.

Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
Medium work exerting 10 to 25 lbs of force frequently and 25 to 60 lbs of force occasionally. While performing the duties of this job, the employee is frequently required to sit, handle, finger, feel, reach, talk and hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch and crawl. Specific vision abilities required by this job include frequent close vision and ability to adjust focus and occasional distance vision. Prolonged sitting. Manual dexterity needed to operate telephone and keyboard. Must be able to push patient in wheelchair.

Level of Supervision

Some independent judgment is required, but alternatives are limited by standard practices or procedures.

Supervises

This job has no supervisory responsibilities.

Benefits

Mercyhealth offers a generous total rewards package to eligible employees including, but not limited to:

• Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.
• Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.
• Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.
• Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.
• Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.
• Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.