Overview Patient Registrar, 1st Shift, Part Time 40 Hrs / 2 wks Location: Janesville Campus Hours: 5:00am-6:00pm Weekend rotation and holiday rotation Mercyhealth Patient Registrar 2s are responsible for patient registration duties at Mercyhealth Hospital locations. Patient Registrars will demonstrate behavior that reflects the hospital's mission, vision and values. The Patient Registrar 2s 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 Registrar 2s 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, typing, and EPIC. 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 Will 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. Ability to 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, prioritizes patient registration by severity of complaint, and monitors 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. Identifies and selects 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 listing them in the appropriate order based on severity of symptoms. Also completing all other required arrival information with the electronic medical record. Generates patient arm band, face sheet, and patient labels. Verifies information before quickly applying patient armband during traumas or other chaotic situations. Responsible for gathering and entering into EPIC all necessary billing demographic, guarantor, and demographic information from patients/family. Responsible for obtaining necessary signatures and documents for inpatient and outpatient registrations. Verifies patient insurance information and updates insurance information as appropriate. Identifies patients in the ER that have an out of network insurance and provides this information to the appropriate ED partners. Completes out of network paperwork and adds an account note documenting conversation with staff and that paperwork was completed. Identifies patients without insurance and works closely with patient financial counselors to help facilitate potential coverage or payment resources. Understanding of how to make inpatient notification calls to insurance providers as needed. Collaborates with UR to relay information needed from insurance providers for inpatient approvals. Identify appropriate primary/secondary payees. Completes MSPQ as required for Medicare patients. Collects all applicable co-pay's, self-pay payments, and in some cases pre-payment for services. Assists with coordination of patients into the appropriate unit. Provides accurate information and timely updates to patients, visitors and customers. Assists other departments at various hospital locations to notify when patients have arrived. Assists outside EMS/EMT agencies to arrive patients to the facility and provide paperwork for billing purposes. Properly secures and returns all patient valuables in accordance with Mercyhealth policy. Performs Pre-admission functions for patients. Performs Pre-registration functions for patients. Upon admission provides patients with admission information such as the VIP Folder as needed. Obtains signatures for Medicare forms as required for admission within required timeframe. Works closely with Hospital staff to facilitate patient care during periods of EPIC Downtime or during disaster mode. Assists nursing staff to provide taxi vouchers and payment for taxi services for patients as needed. 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. Works 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. Monitors security cameras and door entry systems in a polite manner and communicates information to the appropriate staff, patient or visitor. Addresses questions or concerns promptly or identifies appropriate resource to do so. Uses 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. Manages work schedule efficiently completing tasks and assignments on time. Presents a friendly, approachable, professional demeanor and appearance. Completes travel screening questionnaire for every patient, visitor and customer that enters the facility. Tracks patient visitors as needed and appropriate based on current hospital guidelines. Provides directions, help or escorts patients/visitors to the correct area. Demonstrates teamwork by helping co-workers in and across departments. Communicating appropriately, clearly, and timely to leadership team, charge nurse, physician and partners. Uses excellent judgment to notify leadership team of all unusual occurrence or situations requiring leadership team attention or action. Uses organizational and departmental resources efficiently. Follows local, state, and federal healthcare regulations. Performs light duty cleaning or registration, lobby and waiting room areas. Provide training and mentoring for Registrar 1 partners. Identifies areas of opportunity for additional training and provides leadership team with feedback on the training progress of new partners. Acts as a role model for the department. Is engaged in process improvement by bringing new ideas to leadership. Coaches the team to work workqueues based on department standards to ensure compliance. May be required to work alternate shifts, weekends and overtime during peak periods. Completes all required educational courses as assigned by leadership. Performs 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. Two to three years customer service experience required. Knowledge of billing requirements in a healthcare setting required. Medical terminology required. Knowledge of third party payors required. 1 year of experience in hospital registration preferred but not required. Certification and Licensure Certification related to health care revenue cycle (Epic, HFMA, etc.) or an equivalently designated certification approved by management within 6 months Skills and Abilities Self-starter with a willingness to try new ideas. Positive can-do attitude coupled with a sense of urgency. Advanced knowledge of computer systems, to include navigation, typing, and data entry. Detail oriented. Excellent oral and written communication skills and strong patient interviewing techniques by telephone or in person. 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 Provides assistance and guidance in high stress situations while maintaining a professional and calm demeanor. Outstanding customer service skills. EPIC knowledge 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 patient in wheelchair. Level of Supervision Some independent judgment is required, but alternatives are limited by standard practices or procedures. Supervises N/A 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.