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Whidbey General Hospital Patient Registrar Physician Practice in Oak Harbor, Washington

JOB DESCRIPTION

Position Title / Job Code: Patient Registrar I / 7610

Department Name / Number:

Reports To: Supervisor

Collective Bargaining Agreement: Service & Support

FLSA: Non-Exempt

EEO Job Group: Administrative Support Workers

Effective Date:

Reviewed By: Supervisor

Review Date:

Reviewed By:

JOB SUMMARY

The Patient Registrar supports the mission of providing quality healthcare to the patients of WhidbeyHealth and Clinics by being a professional and personable first point of contact for all patients and visitors providing assistance with reception, scheduling and patient registration. This position is a vital member of the patient care team facilitating an optimal flow of patients, is responsible for the efficient and orderly registration and scheduling of patients, and ensures that accurate patient demographic and insurance information is obtained at the time of registration. The Patient Registrar is expected to demonstrate professional behavior, display appropriate conduct and show consideration, respect and patience towards all patients, families, staff and professional affiliates.

PRINCIPLE FUNCTIONS includes the following, other duties may be assigned:

Patient Access

The duties below outline the primary responsibility for Patient Registrars assigned to Patient Access located at WhidbeyHealth:

  • Conducts patient interviews for registration to include, but not limited to the following:

  • Completes thorough and accurate registration of patients including insurance verification for all Laboratory and Diagnostic Imaging visits, Emergency Room visits, and EMS calls.

  • Completes pre-registration and insurance verification over the phone with patients for scheduled appointments and surgeries.

  • Maintains patient schedule for Whidbey Family Birthplace. Schedules or reschedules appointments within established guidelines for specific appointments.

  • Conducts patient rounds in patient care areas as necessary to complete registration process.

  • Assisting other departments with patient registration process and answering questions as needed.

  • Prints labels and identifying wrist bands for patients, may deliver to patient care areas as needed.

  • Acts as a liaison with other departments and facilities to ensure all demographic and insurance information is accurate to complete the registration process.

  • Obtains all necessary releases (i.e. consent to treat, conditions of admission, confidential release when indicated, insurance messages), and obtains witness signatures as needed.

  • Provides self-pay patients with application for charity care and refers them to the Financial Advocate. Also refers MVA accounts to the Financial Advocate.

  • Refers to the Insurance Verifier when unable to obtain insurance verification via online portals.

  • Collects and returns patient valuables per department procedure.

  • May collect co-pays and deductibles from patients or refer to PFS Representative.

    Operates the main hospital switchboard effectively and efficiently to include, but not limited to the following:

  • Answers all in-coming calls promptly, professionally and courteously and transfers to appropriate destination.

  • Utilizes overhead paging system appropriately and as necessary to support department functions.

  • Welcomes all patients and visitors to the organization, providing directional and informational assistance.

  • Set up appointments for patients or community members to meet with the SHIBA representative.

  • Prepare remit folders for current usage and prepare outdated folder for storage.

  • Balances cash on hand at beginning and end of the shift to account for monies received.

  • Receive and receipt payments and cafeteria monies.

  • Balances ledger and receipts daily, completes deposit.

  • Receives patient valuables and puts in safe, and releases valuables following the valuable procedure.

  • Provides assistance to Patient Access staff as needed to ensure coverage and support department functions.

  • Facilitates optimal patient flow and assists with patient reception to include, but not limited to the following:

  • Welcomes all patients and visitors to the organization, providing directional and informational

  • assistance.

  • Order and maintain office supplies and forms.

  • Receive and distribute incoming office mail.

  • May be required to provide additional back up to the Patient Registrar assigned to cover the

  • Switchboard during day time hours on as needed basis to support department functions

  • In lieu of a Patient Registrar designated to cover the Switchboard, responsible for answering all incoming calls to the facility in the evening, night time and weekend hours.

  • Provides a comprehensive hand off of all pertinent information to the oncoming shift.

    Outpatient Departments & Physician Practices

    The duties below outline the primary responsibility for Patient Registrars assigned to an outpatient department or physician practice:

  • Facilitates optimal patient flow and provides department or clinic reception to include, but not limited to the following:

  • Welcomes all patients and visitors to the department or clinic, providing directional and informational assistance.

  • Maintains patient schedule for department or clinic. Schedules or re-schedules appointments within established department or clinic guidelines for specific patient appointments.

  • Answers all incoming calls promptly, professionally and courteously.

  • Refers calls and accepts messages including any additional documentation for personnel to follow up with patient. Communicates all information accurately and appropriately.

  • Performs follow-up reminder calls for appointments scheduled for the next day.

  • Processes and routes mail appropriately.

  • Ensures adequate stock of supplies for designated work areas and orders stock and non­stock items using appropriate systems or forms.

  • Completes thorough and accurate registration of patients to include, but not limited to the following:

  • Obtains all demographic and insurance information from patients and registers in the Electronic Medical Record system.

  • Verifies insurance eligibility and ensures insurance authorization is obtained. Obtains income verification for self-pay patients eligible for sliding-fee scale.

  • Collects co-payments at time of registration.

  • Upon patient check out from physician practices, checks superbill for completion and accuracy ensuring a super bill is on file for each visit. Determines visit charges from superbill and performs charge entry via the Electronic Medical Record system.

  • Coordinates with Patient Access and other hospital departments to facilitate efficient operations and a seamless care experience for the patient.

  • May be required to provide back up support to the PFS Representative to support department functions.

  • Provides support to the maintenance of medical records to include, but not limited to the following:

  • Ensures all required release forms are signed upon registration.

  • May be required to provide back up support to the HIM Technician to support department functions.

  • May be required to copy records or other department-specific protected health information documents

  • Within established release of information policies and procedures.

    The following are expectations of all WhidbeyHealth and Clinic employees:

  • Attends a minimum of 80% of monthly department staff meetings throughout the year. Actively participates in monthly department staff meetings, to include active participation in setting department goals and supporting department functions to meet set goals.

  • Checks hospital email account a minimum of three (3) times per week.

  • Utilizes AIDET in all interactions with patients, employees and visitors.

  • Completes all mandatory education within given timeframe.

  • Adheres to all hospital, department, and safety policies, procedures and guidelines at all times.

    A Patient Registrar I is eligible to move to a Patient Registrar II after the completion of twelve (12) consecutive months as a Patient Registrar I in their assigned department with the proven ability to perform all essential functions and competencies of the position with no recent performance improvement documentation on file.

    A Patient Registrar II is eligible to move to a Patient Registrar III after the completion of three (3) consecutive years as a Patient Registrar I-II in their assigned department with the proven ability to perform all essential functions and competencies of the position with no recent performance improvement documentation on file.

    CONFIDENTIALITY

    All WhidbeyHealth and Clinics employees are required to maintain confidentiality in accordance with organizational policy, state and federal regulations including not but limited to the Health Insurance Portability and Accountability Act (HIPAA).

    JOB KNOWLEDGE & QUALIFICATIONS

    Education

    High school diploma or equivalent required, advanced education preferred.

    Training and Experience

    One (1) year of previous medical office experience preferred with prior experience using an electronic health record.

    Certificates, Licenses, Registrations

    Certified Healthcare Access Associate (CHM) or Certified Revenue Cycle Specialist (CRCS) certification preferred.

    OTHER SKILLS AND ABILITIES

    • Must be able to demonstrate the ability to apply knowledge of medical terminology as applicable to the position.

    • Must have the ability to be highly organized and multi-task at various work stations and settings.

    • Must possess effective professional interpersonal skills as well as excellent service skills in all interactions with the ability to communicate effectively on the phone, in person and in writing.

    • Must be able to plan, prioritize and organize work assigned within communicated deadlines.

    • Must be able to communicate effectively with all levels of employees in the organization, take direction, and

    have the ability to build and maintain inter-and-intradepartmental relationships.

    • Must demonstrate an attention to detail when completing all work assigned

    Outlined below is the level of Language Skills, Mathematical Skills, and Reasoning Ability needed to perform the essential functions of this position. Each area is evaluated and the level description included is intended to provide a summary. Please note that all skills listed may not pertain to this position.

    Language Skills

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

    Mathematical Skills

    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

    Reasoning Ability

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    PHYSICAL DEMANDS

    The attached Work Environment & Physical Demands addendum indicates the physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    WORK ENVIRONMENT

    The attached Work Environment & Physical Demands addendum indicates the work environment characteristics an employee encounters while performing the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    STANDARDS OF BEHAVIOR

    The Standards of Behavior were developed to reflect WhidbeyHealth’s commitment to excellent community healthcare. The employee’s commitment to practice these Standards of Behavior will promote an optimal environment of care and foster a positive work environment. Every employee is responsible for and must follow the Standards of Behavior.

    EMPLOYEE ACKNOWLEDGEMENT

    I have received, reviewed and understand the job duties and responsibilities in this job description and I am able to perform the essential functions as outlined. I further understand that future performance evaluations are based on my ability to perform the duties and responsibilities outlined in this job description.

    Employee Name Signature Date

    The above statements are intended to describe the key aspects of the work performed by the individual(s) assigned to this position. They are not to be construed as an exhaustive listing of all requirements relative to the position. Therefore, the employee may be required to perform other duties as assigned. WBH reserves the right to modify job duties or job descriptions at any time.

    PHYSICAL AND / OR MENTAL DEMANDS FOR THIS POSITION:

    Check box as appropriate

    Physical activities in relation to the time on the job

    None or N/A

    Up to 1/3

    1/3 to 2/3

    2/3 or More

    Standing

    x

    Sitting

    x

    Walking

    x

    Manual dexterity (fine motor control)

    x

    Reach with hands and arms

    x

    Climb or balance

    x

    Stoop, kneel or crouch

    x

    Talk

    x

    Repetitive movement

    x

    Physical Demand

    (Check box as appropriate)

    Sedentary

    Light

    Light Medium

    Medium

    Heavy

    Very Heavy

    Lifting, Pushing, Pulling

    < 5 lbs.

    10 lbs.

    10-20 lbs.

    20-40 lbs.

    80-120 lbs.

    < 120 lbs.

    Occasional (up to 1/3)

    x

    Frequent

    x

    Constant (2/3 or more)

    x

    Check box as appropriate

    Close

    Distance

    Color Vision

    Peripheral

    Depth

    Able to Focus

    Vision Requirement

    x

    x

    x

    x

    x

    Check box as appropriate

    Telephone

    Face to Face

    Close Proximity

    Distant

    Hearing Requirement

    x

    x

    x

    x

    Mental Functioning Incidence (Check box / only as they apply)

    Rarely / Never

    Occasionally

    Frequently

    Always

    Follows well defined, prescribed rules, guidelines and / or directions; exercises limited judgment

    x

    Simple decision making

    x

    Exercises some amount of decision-making affecting the work of others

    x

    Processes complex information and provides assessments, evaluative data and / or decisions

    x

    Must interact cooperatively as part of a team to complete daily assignments

    x

    The Work Environment & Physical Demands are intended to describe working conditions for the majority of the work performed in this position but may vary based on department needs.

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