Patient Registration - Gouverneur Hospital (Per Diem)

Job Title: Patient Registration 

Department: Patient Access Services 

Location: Gouverneur Hospital 

Hours Per Week: As needed (Per Diem) 

Schedule: Variable; Could be: Day, Evening, Night (Training is full time hours, variable shift. Then moves to as needed.) 

SUMMARY: 

Hospital professional will be responsible for the comprehensive servicing of GH patients with a focus on the critical aspects of patient registration including making an empathetic first impression, soliciting personal health information, answering sensitive patient questions/concerns, insurance verification, co-payments scheduling and pre access for the entire hospital. Individual will also share work in the hospitals telephone switchboard.  

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 Epic 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 ide