Registration Specialist

2 months ago

Salida, United States Heart of the Rockies Regional Medical Center Full time
Description

$2000 SIGN ON BONUS WITH 2 YEAR COMMITMENT

This positoin will be based at our Buena Vista Health Center and will include a Saturday or Sunday shift once per month.

Weekend shift differential will be granted.

All offers of employment are contingent upon the successful completion of a negative drug screen test*, criminal background check, reference checks, infection prevention procedures : TB test, Flu Shot, immunization records, acknowledgement of policies.

ESSENTIAL DUTIES PER AREA OF RESPONSIBILITY
1. Greets patients, visitors, physicians and employees promptly in a cordial and professional manner.
a. Provides exemplary customer service both on the phone and in person (smiles, makes eye contact, is cheerful and welcoming, listens, is empathetic and efficient, yet does not give the impression of rushing) and inspires confidence in every interaction.
b. Positively manages up, or promotes, all medical providers, nurses, supervisors, administration as well as the organization at all times.
c. Attains and maintains mastery level knowledge of all assigned medical practices, including provider/clinic schedules, patient scheduling preferences, and scope of services offered.
d. Handles emergencies with tact and calmness; understands and follows emergency policies/protocols.
e. Manages multiple phone calls and other customer interactions simultaneously, transitioning smoothly between interactions.
f. Maintains proficiency in call management software including telephone calls, scheduling, and reminder calls.
g. Performs duties independently, and in collaboration with team, asking for assistance from peers and/or supervisors as needed.
2. Courteously answers telephone calls
a. Maintains mastery level understanding and utilization of the telephone console and all related functions.
b. Utilizes standard script when answering phones including identifying self by name.
c. Follows HRRMC's communications policy, including telephone etiquette.
d. Handles irate patients and others with tact; utilizes de-escalation techniques, and knows when to disengage and ask for assistance.
3. Proficient in EHR registration
a. Averages a minimum of 95% registration accuracy; enters information consistently following established guidelines; information is not only accurate, but also consistently uniform (i.e. uses upper and lower case type appropriately, enters complete phone numbers, etc.)
b. Efficiently and accurately enters or updates demographics, insurance coverage, primary care physician(s) and any other needed information during every customer encounter.
c. Verifies and documents patient's preferred phone number for receiving phone calls.
d. Obtains an email address from every patient, if available, and encourages him or her to set up a patient portal account.
e. Tactfully reminds patients of their out of pocket costs and collects the correct copayment from customers at each visit; instinctively knows when to refer patients to a supervisor and/or financial counselor.
f. Obtains required information such as insurance cards and driver's licenses; obtains consent to treat, releases of information, and other required paperwork from 100% of patients.
g. Takes ownership of the patient check in process, verifies appointments via EHR practice management system; explains next steps in patient appointment flow.
4. Proficient in EHR scheduling applications
a. Schedules patient clinic appointments in the EHR(s) scheduling system(s), according to practice guidelines and provider specifications.
b. Follows templated schedules in the EHR, specific to each provider and/or practice.
c. Is knowledgeable of telehealth applications and services and assists in assessing
patients' ability to receive services via audio/video modality. Refers patients to the IS helpdesk as needed for assistance.
d. Schedules patients for telehealth visits utilizing parameters provided by each medical practice; asks for clarification as needed ahead of time.
e. Initiates telehealth visits and follows established workflows.
f. Is knowledgeable of all ancillary services and assists patients in scheduling these services and/or in contacting Central Scheduling.
5. Attends department huddles and practice huddles as assigned, representing registration and addressing any concerns; relays this information to supervisors and/or peers as needed.
6. Functions as a facility screener for patients entering the clinics, taking temperatures, asking assigned health questions, ensuring patients wear a mask and directing them to the appropriate medical practice.
7. Takes initial de-escalation training and a refresher training at least yearly or as assigned by management.
8. Is cross-trained and competent to work registration in all medical specialties.

Requirements

EDUCATION and/or EXPERIENCE
  • One year of related customer service skills in a healthcare environment or other customer service -related industry .

CERTIFICATES, LICENSES, REGISTRATIONS
None required.

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