Registration Assoc

Yale New Haven Health; New Haven (CT); On-site; USD 42,000 - 65,000; Full time

Job summary

Yale New Haven Health is seeking a Patient Access Registration Representative to perform complete registrations by verifying demographics and insurance information, handling referrals, and scheduling appointments. The role emphasizes accuracy, efficiency, and a patient-centered approach.

Responsibilities include answering phones, collecting copayments at point of service, using Epic systems, and supporting departmental goals while maintaining professional conduct and collaboration with clinical

Qualifications

• High school diploma or GED required; associate degree preferred.
• 1–2 years of customer service experience in healthcare preferred.
• Strong interpersonal and organizational skills; able to interpret insurance benefits.

Responsibilities

• Greet and register patients; promote positive patient experience.
• Collect demographics and insurance information; obtain signatures and authorizations.
• Schedule patients per department standards; maximize appointment slots.
• Answer phones professionally; relay messages and use Epic tools.
• Support technology solutions (kiosks, tablets) to enhance experience.
• Follow policies; address issues and suggest improvements.
• Cross-train to support other departments as needed.
• Communicate with management; participate in staff meetings.
• Perform other duties as assigned.

Skills

Customer service

Interpersonal skills

Team oriented

Insurance interpretation

Education

High school diploma or GED

Associate degree preferred

Tools

Epic

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Patient Access Registration Representative is responsible for performing complete registrations by verifying and securing all demographic and insurance information in a timely and accurate manner. Demonstrates the use of Super Service Behaviors to exceed the patient?s experience. Accountable for point of service collections; Ability to explain and answer registration related questions on demand. Perform duties that relate to incoming/outgoing referrals; registration work-ques; and other related responsibilities including answering telephones, follow-up calls, and scheduling appointments.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Ensures smooth functioning of all processes to promote a positive patient experience by acknowledging and receiving patients, physicians and visitors to the department following YNNH Standards of Professional Behavior. Exhibits a positive attitude as it relates to interaction with coworkers, performance of job responsibilities, and demonstrates a genuine interest in the proper performance of the job. Follows departmental guidelines. Begins and carries through the service recovery process when service was less than optimal.
• 2. Collects necessary patient demographics and insurance information when completing the registration process. Obtains required signatures and ensures appropriate authorizations are obtained. Documents account information and systems appropriately. Makes all attempts to collect copay and/or deductibles due at point of service. Informs patients of their financial responsibilities as it relates to benefits and non-covered balances.
• 3. Accurately and promptly schedules patients per department standards. Maximizes scheduling opportunities, filling all available slots with patient appointments. Demonstrates and applies sound knowledge of policies and procedures when performing all scheduling and registration functions. Perform duties that relate to incoming/outgoing referrals; actively work to resolve the patient account registration error work-que.
• 4. Answers phone in courteous, professional, and timely manner while identifying self and department. Responds to questions or needs, utilizes Epic in basket/telephone encounter functionality by recording appropriate information and promptly relaying messages to appropriate personnel.
• 5. Ability to acclimate, support, and promote technological efforts (i.e., kiosks, tablets, teleportivity) that will enhance the patient?s experience.
• 6. Performs all functions in accordance with established policies and procedures. Proactively addresses issues or processes and recommends solutions.
• 7. Crosstrain and able to complete expected job functions in at least one other department as directed by management team.
• 8. Able to communicate and elevate issues to management teams. Actively participates in all staff meetings, seminars, training sessions, and workgroups to advance departmental goals. Supports organizational and departmental goals as directed by management team.
• 9. Performs other duties as requested or required by manager.

Qualifications

EDUCATION

High school diploma or GED; Associate degree preferred

Experience

One (1) to two (2) years of work experience in a customer service environment, preferably in a hospital /physician office.

Special Skills

Self-directed, well organized and exhibiting excellent interpersonal and team-oriented skills with a strong ability to interpret insurance benefits and apply to hospital services. Basic computer skills and the ability to adapt to various programs/systems. Capable of balancing appropriate levels of intervention and partnering with clinical staff to ensure the highest quality of patient care.

YNHHS Requisition ID 187735