Patient Registrar 1

Mercyhealth; Janesville (WI); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic healthcare team as a Patient Registrar, where you'll play a pivotal role in ensuring patients receive the care they need swiftly and efficiently. In this fast-paced environment, you'll greet patients, manage registrations, and handle sensitive situations with compassion and professionalism. Your ability to remain calm under pressure will be essential as you assist patients in navigating their healthcare journey. This role offers a unique opportunity to be at the forefront of patient care, making a meaningful impact in the lives of individuals seeking assistance. If you're ready to take on a rewarding challenge in a supportive atmosphere, this position is perfect for you.

Benefits

Comprehensive Benefits Package

Competitive Compensation

Paid Time Off

Career Advancement Opportunities

Employee Wellbeing Programs

Financial Education for Retirement Planning

Qualifications

• High school graduate with 1-2 years of customer service experience required.
• Knowledge of medical terminology and third-party payors preferred.

Responsibilities

• Engage positively with patients, providing assistance and managing registrations.
• Verify patient information and assist in emergency situations.

Skills

Customer Service

Communication Skills

Problem-Solving

Time Management

Stress Management

Detail-Oriented

Computer Navigation

Education

High School Diploma or Equivalent

Tools

EPIC

Job description

Overview

• Patient Registrar, Janesville, Pool/PRN/As Needed
• Schedule: Varies

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

1. Engage in positive interactions; demonstrate friendliness by smiling and making eye contact when greeting all patients, visitors, and customers.
2. 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.
3. Participate in team-building activities, continuous quality improvement activities, and educational experiences in support of departmental or Mercyhealth initiatives.
4. Provide shadowing and training to new partners as identified by leadership.
5. Use good judgment in highly emotional and demanding situations.
6. Responsible for arriving patients to the ER and Urgent Care.
7. Responsible for signing in or checking in hospital outpatient visits.
8. Identify patients in need of immediate care by visual assessment at the time of registration, prioritize patient registration by severity of complaint, and monitor waiting area for changing patient conditions.
9. Responsible for admitting all surgical and direct admit patients.
10. Schedule and check in hospital outpatient lab patients.
11. Identify and select patients using department-required patient identifiers to select the correct electronic medical record.
12. Responsible for entering patient’s complaints/symptoms in the appropriate order based on severity of symptoms.
13. Generate patient arm bands, face sheets, and patient labels.
14. Verify information before quickly applying patient armband during traumas or other chaotic situations.
15. Gather and enter necessary demographic, guarantors, and billing information from patients/family into EPIC.
16. Obtain necessary signatures and documents for inpatient and outpatient registrations.
17. Verify patient insurance information and update as appropriate.
18. Identify patients in the ER that have out-of-network insurance and provide this information to the appropriate ED partners.
19. Identify patients without insurance and work closely with patient financial counselors.
20. Complete MSPQ as required for Medicare patients.
21. Collect all applicable co-pays, self-pay payments, and in some cases pre-payment for services.
22. Assist with coordination of patients into the appropriate unit.
23. Provide accurate information and timely updates to patients, visitors, and customers.
24. Assist other departments at various hospital locations to notify when patients have arrived.
25. Assist outside EMS/EMT agencies to arrive patients to the facility.
26. Perform pre-admission and pre-registration functions for patients.
27. Upon admission, provide patients with admission information such as the VIP Folder.
28. Obtain signatures for Medicare forms as required for admission.
29. Properly secure and return all patient valuables in accordance with Mercyhealth policy.
30. Assist hospital staff to facilitate patient care during periods of EPIC Downtime or during disaster mode.
31. Assist nursing staff to provide taxi vouchers and payment for taxi services for patients.
32. Maintain an accurate cash drawer and balance at the end of each shift.
33. Manage work queues to resolve registration errors.
34. Assess and determine situations requiring an interpreter and when to use interpreter services.
35. Log in, answer, return, and transfer all incoming telephone inquiries.
36. Monitor security cameras and door entry systems.
37. Address questions or concerns promptly or identify appropriate resources.
38. Use effective service recovery skills to solve problems or service breakdowns.
39. Remain flexible and reliable to react to frequent changes in duties and volume of work.
40. Manage work schedule efficiently to ensure all tasks and assignments are completed on time.
41. Present a friendly, approachable, professional demeanor and appearance.
42. Complete travel screening questionnaire for every patient, visitor, and customer.
43. Track patients' visitors as needed based on current hospital guidelines.
44. Provide directions, help, or escort patients/visitors to the correct area.
45. Demonstrate teamwork by helping co-workers in and across departments.
46. Communicate appropriately, clearly, and timely to leadership team, charge nurse, physician, and partners.
47. Notify leadership team of all unusual occurrences or situations requiring attention.
48. Use organizational and departmental resources efficiently.
49. Follow local, state, and federal healthcare regulations.
50. Perform light duty cleaning of registration, lobby, and waiting room areas.
51. Complete all required educational courses as assigned by leadership.
52. 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.
• Service: Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Shows respect and sensitivity for cultural differences.
• Partnering: Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Demonstrates a high level of participation and engagement in day-to-day work.
• Cost: Conserves organization resources; Understands fiscal responsibility; Works within approved budget.

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, including navigation, typing, and data entry. Detail-oriented. Strong oral and written communication skills. Excellent problem-solving, conflict management, time management and stress management skills. 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.

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 patients in a 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.