Registration Representative

POSITION TITLE:                           Representative

DEPARTMENT:                               Registration 

FLSA STATUS:                               Non-exempt

REPORTING RELATIONSHIP:      Director, Registration 

Job Summary:  The Registration Representative is responsible for the processing of inpatient and outpatient admissions in an accurate and efficient manner. As one of the first roles that a patient and/or visitor encounter, it's vital to follow the CARES model to greet in a welcoming and helpful manner. 

Essential Functions:

• Consistently performs using an outward mindset and puts forth exemplary effort in accomplishing his/her goals and objectives in a manner that helps others to achieve their goals and objectives.
• Accesses Global or Athena to obtain electronic Physician orders on applicable tests.  Calls Physician offices to obtain orders not found on either.
• Provides information about appointment time and services. Answers phone call questions or direct calls to the appropriate department.
• Follows standard of work to communicate to clinical department when registration is completed (Nemo-Q Ticket texting, Check-in on clinical appointment bookshelf)
• Assists patients navigate Oaklawn to next step in their patient care.
• Quick Registers Obstetric patients in OBED, completes registration for moms/newborns.
• Registers Direct Admit patients to various departments, as directed by Nurse Supervisor, including registrations to convert Medical Patient to Hospice using Mobile Cart to complete bedside registrations on Medical Floors. 
• Is detail-oriented to ensure patient names, addresses, birthdates, social security numbers, insurance plan/policy numbers, and other required information are verified.
• Possesses strong communication skills as registration representatives communicates with patients, departments, and clinical staff.
• Follows HIPAA and Compliance rules and regulations.
• Ability to stay calm under pressure and make decisions to identify root cause of barriers to complete registrations.
• Ability to show compassion and understanding with patients who may be experiencing significant health issues and presents with different frames of mind/attitudes.
• Decipher language to be translated and initiate Translation tablet for clinical staff.
• Assures patient or guarantor, per compliance, signs appropriate paperwork/consents.     
• Assures all patients are offered Oaklawn Privacy Practices and the Patient Rights and Responsibilities brochures per Compliance.
• Assures orders match scheduled procedures to confirm diagnosis and procedures scheduled match. If directed by Insurance Verification, has patient complete Advanced Beneficial Notice or After-Hours Pre-Authorization Exam Form if Medicare Restricted Tests or lack of insurance authorization warrants. 
• Follows appropriate procedures for POS (Point of Service) collections. Asks for and collects non-insurance covered estimated charges/co-pays on applicable tests/procedures.  Uses electronic payment services application to process payments/ print patient receipts.  Trained to balance cash drawer, process daily deposit to submit to Patient Financial Services timely.  Ensures proper cash on hand for cash drawer.
• Inventories, orders, and maintains all office supplies as assigned.
• Cross-trained to provide registration assistance in Central Registration, Emergency Department, and Ricketson Women’s Health Center. 
• Assists in training new Registrars while concurrently registering in Live Environment

Minimum Qualifications: Must be at least 18 years of age.

Knowledge Skills Abilities: Previous hospital registration and insurance verification preferred. Knowledge of medical terminology, computer experience and computer skills. Possess excellent verbal communication, interpersonal, organizational, customer service, and critical thinking skills. Possess the ability to work with patients with varying degrees of illness. Has ability to troubleshoot when equipment or computer applications malfunctions (i.e., WACOM electronic signature tablet, label & wristband printers, copy machine, electronic sign in KIOSK, Cerner). Possess Critical thinking skills (i.e., when registering in the Emergency Dept, life or death situations may occur when patients present to Quick Registration window). Possess composure skills and ability to remain calm. Has ability to work in high-stress environment, can multi-task and focus despite numerous distractions and competing priorities. Make decisions to identify root cause of barriers to complete registrations. Ability to be resourceful, Registration is a 24/7 operation, and not all points of contact are available timely. Good decision-making abilities. Ability to follows compliance rules and all standard of work for all tasks performed.

Working Conditions:  Work is generally performed within an office environment, with standard office equipment available. Work may include Emergency Department registration. Potentially exposed to infectious diseases. 

Physical Requirements: Constantly see/visual acuity, handle/grasp/feel, talk/hear.  Frequently sit, walk, reach, bend/twist.  Occasionally lift/carry 1 to 49 lbs.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.