Patient Registrar

Overview

Mercyhealth Patient Registrars are responsible for patient registration duties at Mercyhealth Hospital locations. Patient Registrars will greet patients or family members in the 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 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 Registrars 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 and typing; however, you do not need to have any previous experience or knowledge in healthcare. 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.

• Engages 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.
• Participates in team building activities, continuous quality improvement activities and educational experiences in support of departmental or Mercyhealth initiatives.
• Provides shadowing and training to new partners.
• Uses good judgment in highly emotional and demanding situations.
• Arrives patient to the ER and Urgent Care.
• Checks in hospital outpatient visits.
• Identifies 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 alerts triage RN to the need to re-evaluate patients.
• Admits all surgical and direct admit patients.
• Schedules and checks in hospital outpatient lab patients.
• Identifies and selects patients using department required patient identifiers to select correct electronic medical record, reducing privacy, medical or duplicate medical record errors.
• Enters patient data in the electronic medical record in the appropriate order based on severity of symptoms and completes all required arrival information.
• Generates patient armband, face sheet, and patient labels.
• Verifies information before applying patient armband during traumas or other chaotic situations.
• Gathers and enters demographic, guarantor, and billing information from patients/family into EPIC.
• Obtains necessary signatures and documents for inpatient and outpatient registrations.
• Verifies patient insurance information and updates it as appropriate.
• Identifies patients in the ER with out-of-network insurance and communicates with the appropriate ED partners.
• Identifies patients without insurance and works with patient financial counselors to facilitate self-pay services.
• Identifies appropriate primary/secondary payees.
• Completes MSPQ as required for Medicare patients.
• Collects applicable co-pays, self-pay payments, and, in some cases, pre-payments 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 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.
• Performs pre-admission and 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 the required timeframe.
• Secures and returns patient valuables in accordance with Mercyhealth policy.
• Assists hospital staff to facilitate patient care during EPIC downtime or disaster mode.
• Assists nursing staff with transportation vouchers and payment for transportation services for patients.
• Maintains an accurate cash drawer and balances it at the end of each shift in compliance with cash handling policy.
• Manages work queues to resolve registration errors for timely patient billing.
• Assesses and determines situations requiring an interpreter and uses interpreter services effectively.
• Logs in, answers, returns, and transfers all incoming telephone inquiries; makes outbound calls as needed.
• Monitors security cameras and door entry systems and communicates information to the appropriate staff, patient or visitor.
• Addresses questions or concerns promptly or directs to appropriate resource.
• Uses service recovery skills to solve problems or service breakdowns when they occur.
• Remains flexible and reliable to adapt to frequent changes in duties and patient volume across locations.
• Manages work schedule to complete…