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Job Title: Patient Registration Clerk

Department: Massena Hospital A dmitting

Hours Per Week: 40 Hours weekly

Schedule: 8 hour shifts; variable day/shifts NOTE: There will be three months of required full time training primarily day shift in multiple locations between Massena, Potsdam, and Canton. After training is completed, the position will be per diem, as needed, primarily during evening and overnight shifts.

SUMMARY:

The Patient Registration Clerk delivers customer service and handles registration and switchboard duties at Massena Hospital. Reporting to the Patient Access Services Manager, the role includes pre-registration, full registration, insurance verification, data entry, alarm monitoring, and point-of-service collections. The clerk supports patient satisfaction and ensures accurate financial outcomes for Canton-Potsdam Hospital.

RESPONSIBILITIES:

Registration• Interviews the patient and/or family member either in person or by telephone to collect demographic, financial, and medical information• Performs correct name inquiry and identifies patient according to policy and procedure without errors• Collects complete demographic information of patient including address, phone number, and employer• Collects medical information to include patient complaint• Explains consent information, obtains signatures, witnesses (legibly) with no omissions• Obtains copy of patient identification document(s)• Completes registration process within five minutes for preregistered patients and ten minutes for non-preregistered• Contacts physician offices to obtain and confirm patient information

Revenue Cycle• Views insurance card(s) and scans into computer system reviewing for mandatory precertification and/or other third party payer requirements• Collects complete financial information to include payer name, identification number, group number, subscriber name, guarantor name and address, and precertification numbers• Selects appropriate financial class and insurance code• Performs online real-time eligibility verification and registration scrub via AhiQa and makes changes to registration errors accordingly and in a timely fashion• Screens for insurance eligibility via insurance websites, where appropriate• Completes Medicare Secondary Payer Questionnaire for all Medicare-eligible patients• Completes all admission forms required by Medicare• Verifies third party payer benefits and Worker’s Compensation according to departmental policy and procedure• Collects any patient-pay balances such as copay, co-insurance, or deductible at time of registration• Refers patient to Patient Financial Advocacy Program when appropriate and per departmental procedure• Balances cash drawer, completes cash receipt, issues patient receipts and secures cash drawer daily with no exceptions. May be responsible for daily security of cash safe.

Switchboard• Serves as hospital switchboard operator answering the phone in a courteous and professional manner and responds to patient/customer inquiries/needs in an expedited manner• Communicates effectively when answering assigned telephone lines within three rings and identifying self at all times• Serve as answering service for the doctors while responsible for switchboard operations and pages providers as needed• Complete all paging for admission outpatient areas• Maintain the Call schedules and away notices• Manage the Hospital Lockdown from 8p -6am• Monitor various life support alarms located in the office and reporting danger alarms for the correct person• Provides directions for patients and/or visitors• Receives, processes, and coordinates bed requests for patient bed assignments• Performs other clerical duties as assigned by Patient Access Manager

Customer Service• Practices proficient customer service skills by greeting and treating all patients and staff with respect and discretion• Capable of empathizing with the circumstances of patients and families while maintaining an objective approach to the disposition of each account• Provides an explanation of any patient wait and responds to all patient requests. Notifies manager of any patient wait times longer than 15 minutes.• Greets each patient and identifies self by name and role• Manages waiting room and patient arrival needs• Identifies and directs patients to ED registration as needed• Welcomes patients to facility in a friendly and courteous manner• Notifies the manager of incidents, errors or patient complaints• Maintains patient privacy and confidentiality at all times according to established procedures• Assess environment for safety hazards, which could harm patients, visitors, or other hospital employee’s and reports any identified safety hazards to facilities/housekeeping/manager• Exhibits professionalism in appearance, speech and conduct

Development• Provide orientation and training of new staff• Attend and actively participate in Patient Access Meetings, Training Sessions, and in0service educations, etc• Attend and actively participate in required and voluntary in-service education• Participate in performance improvement within the organization and department

REQUIRED QUALIFICATIONS:

+ High School Diploma (or equivalent)

+ Strong customer service and computer skills

UNION:

CSEA - Civil Service Employees Association (MH)

Note: Not all per diem roles are union eligible

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$16.70 - $22.49

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.