Position Summary:
Registration clerks are responsible for obtaining patient demographic, insurance and financial information including but not limited to performing scheduling, registration, patient pre-admission and admission, reception, and discharge functions.
Registration clerks also must employ proper, compliant patient liability collection techniques before, during and after the date of service.  Escorting of patients/visitors to appropriate areas, or obtaining, wheelchair, etc.  Arranges for patients to speak with financial counselor if needed.  Registration clerks also ensure medical necessity checks/verification which may be in the form of authorization requests or advance beneficiary notification forms. Insurance authorization/notifications may or may not result from an automated tool which can include inpatient, or outpatient scheduled or unscheduled hospital charges.

Education, License & Cert:
Associate degree in health care, Finance or related area.  In lieu of degree, two (2) years' experience is required in Front Office Assistant, Registration, Insurance Verification, Scheduling/Call Center, or Banking. Working knowledge of medical terminology required, with a medical terminology course completion.  Proficiency with computer office software including Microsoft Word, and Excel required.  Must possess an abiding commitment to basic ethical and legal principles, including familiarity with HIPAA and Protected Health Information.

CPR Certification required or completion of course within first 90-day orientation.

Experience:

Excellent communication skills. Must have proven clerical skills, including typing, filing, scanning, with the ability to communicate with the public, doctors, nurses, and patients. Proven ability to work with computers, electronic devices, telephones, electronic web sites, and fax machines. Working knowledge of Medical Terminology. Familiarity with various insurance plans, which includes passing a basic insurance identification test. IDX/EPIC experience is beneficial specifically in registration and/or scheduling. Per diem positions require a willingness and ability to work various days/times and be available with limited advanced notice.

Essential Functions:
Service
1. Communicates and demonstrate a professional image/attitude for patients, families, clients, coworkers, and others.
a) Adheres to applicable dress code.
b) Adjusts personal schedule to meet needs of unit when requested.
c) Protects patient confidentiality at all times.
d) Communicates professionally with various publics as evidenced by customer/client satisfaction.
2. Provide patient and family education on specific requirements of procedure and/or test.
a) Effectiveness of education measured by peer input, family verbal feedback and patient satisfaction surveys.
b) Favorable attitudes and motivation toward the procedure/test are evidenced by positive patient satisfaction surveys.
c) Educational methods are adapted to meet patient and family education needs.
 

People
1. Adhere to policies and practices of applicable, entity facilities and Guthrie Corning Hospital Emergency Room & Registration Department specific policies, while being familiar with and acts according to contents of applicable professional code, employee/handbook, unit Policy & Procedure and hospital policies.
2. Maintain competency, licenses/certifications, and memberships in applicable professional organizations as required by departmental guidelines.
a) The competency/skills assessment is satisfactorily completed annually.
b) Applicable licenses/certifications and memberships are current
3. Participate in monthly department meetings while attending meetings and offering ideas/solutions in problem solving situations/activities regarding the program.

Quality
1. Participate in performance improvement activities.
a) Attends scheduled unit quality meetings as assigned.
b) Uses reports/data to improve quality of care delivered.
2. Collect quality review data assigned and submits data as requested.
3. Complete assigned tasks or other duties as requested.
4. Participate in complete annual mandatory in-services, department and hospital safety activities.
a) Attends meetings and completes assigned duties as requested.
b) Adheres to safety standards for staff and patients and encourages compliance by others.

Growth
1. Contribute to client relations and marketing activities, co-workers, patients, family members, visitors, and other guests.
a) Attends and participates in community educational/promotional activities as requested.
b) Makes positive contribution to interdepartmental rapport.

Financial
1. Contribute to development of improved efficiency and productivity of unit clinical/administrative functions.
a) Offers positive suggestions/solutions to improve service delivery and unit operations.
b) Contributes to and cooperates with the implementation of system improvements.
c) Offers to assist other staff and demonstrates flexibility in carrying out share team functions including special projects.
2. Contribute to the delivery of cost-effective care by utilizing resources appropriately and using/maintaining equipment in order to prolong working life.

Values
Demonstrates behaviors and actions that are consistent with Guthrie's Principles and Values.

Other Duties:
1.   Responsible for interviewing patients or their representatives to obtain complete patient registration and required third party billing information, to include all demographic and insurance information. Registration may include assisting patients with electronic check-in devices and enrollment in electronic registration tools or devices.

2. Obtains all required information and signatures to complete all patient type visit creation, and third-party billing information accurately and as appropriate.

3. Obtain any authorization information required for procedures and signing of financial waivers as appropriate.

4. Demonstrates current knowledge of clinical computer systems

5. Prepares charts, requisitions, and other assigned work according to the department guidelines.

6. Ensures accurate data entry of all patient types.

7. Answers the telephone and responds to requests appropriately and in a timely manner.  
             
8. Accurately records diagnosis and/or ICD9 code. Ability to transcribe physician orders to enter any and all pertinent visit information accurately.        

9. Accurately pre-registers different patient types using all available data, resources, and policies.

10. Assures accurate patient identification by preparing labels and wristband. Places Patient Identification band on the wrist of patient at all times.

11. Works closely with other Departments to ensure coordination of inter-departmental functions related to, but not limited to, the processing of patient information.

12. Excellent interpersonal and communication skills with a wide cross-section of individuals, to include employees, patients, medical staff, and general public, in a courteous and tactful manner, upholding all aspects of Guthrie Corning Hospital Customer Service requirements, in order to interact effectively.  

13. Ability to retrieve medical records when needed, per departmental policy and guidelines.

14. Demonstrate high ethical standards with respect to discretion and regard for confidentiality. Understands all HIPAA & JCAHO requirements.

15. Demonstrates efficiency and thoroughness when completing ED & patient record, including billing information, ED follow-up scheduling, obtaining written consent for treatment/testing, and processing of all patient types.

16. Must demonstrate ability to assist in developing skills for other departmental personnel, including explanation of different policies, processes, procedures, or duties.

17. Adjusts to fluctuating workload and demands of the department. Utilizes time to assist others in maintaining the department's needs, as well as demonstrating the ability to recognize priorities, and deal with them appropriately. Other duties during periods of slow patient activity may be assigned to compliment departmental needs.

18. Creation of downtime registrations and charts per departmental guidelines, as needed.

19. Notifies nursing units of incoming patients and obtains room assignment.

20. Escorts/Transports patients to floors or any other area as appropriate, as well as arranges for volunteer or other staff members to escort patients, as needed.

21. Routes correct forms to appropriate departments, as requested or needed.  

22. Demonstrates respect and consideration for all patients and individuals. Must represent Guthrie Corning Hospital in a professional, courteous manner, while being sensitive to how others perceive both verbal and non-verbal communications.

23. Assists in ensuring all customers receive quality services, as well as identifying areas in which the performance improvement process can be applied. Initiates immediate service recovery when receiving patient concerns/complaints and refers unsolved problems to the appropriate person.

24. Observes hospital dress code; wears identification badge while on duty and maintains a professional appearance at all times.

25. Respects, at all times, the confidentiality of patients records, progress, and utilizes complete discretion when discussing patient matters.

26. Maintains reservation book for scheduled surgeries/admissions/outpatients in a neat and orderly manner.  

27. Documentation into the EPIC system regarding transfers, records release, facility requests, discharges, and all other pertinent visit information per department guidelines.

28. Stocking of patient rooms and registration areas as needed. Ordering of supplies which maintains adequate par levels to meet patient needs and budget requirements, may be requested.

29. Responsible for daily departmental functions such as printing, viewing, faxing, filing, scanning, copying, and answering/directing phone calls. Maintains work area in orderly manner to maximize efficient workflow.

30. Maintains desired attendance level, arrives on time at start of scheduled shift and returns promptly after breaks and lunch periods.

31. May be required to work holidays, weekends, and shifts other than those regularly assigned.

Further competencies will be designated by the Patient Registration, Emergency Dept, or Business Office Manager as changes in technology and patient care requirements occur.

The pay range for this position $15.91-$23.81/hour