Major Responsibilities:

• Performs all job duties under the strictest “Customer Service” standards according to established policies and procedures.
  • 1)Performs job duties in such a manner that patient waiting times do not exceed the established waiting time standard of 5-7 minutes
  • 2)Greets and acknowledges patients and family members in a professional and welcoming manner according to established guidelines policies and procedures
  • 3)Utilizes appropriate telephone etiquette
  • 4)Assures patient and patient family confidential information is handled according to established guidelines, polices and procedures
  • 5)Addresses and handles patient and patient family members according to the specific needs of the patient (i.e. under various conditions/situations such as patients who display signs of illness, patients who are elderly or very young, patients who display signs of medical disability, etc.)
  • 6)Maintains professional composure and demeanor under stressful situations
  • 7)Directs or escorts patients to service areas if required
  • 8)Assists patients and patient family members in obtaining appropriate and accurate personal and medical information within the registration process
  • 9)Provides accurate price quotations for self-pay and co-pay customers
  • 10)Promote increased utilization of CHMC services by maintaining customer-focused attitude and responses according to the Mission, Values and Philosophy

• Perform patient interviews to obtain and document patient demographic and medical coverage information within registration areas
  • 1)Assures patient information is accurate via review of patient identification materials, insurance card/insurance policy materials and support systems (Public Aid, Medicare, Blue Cross, etc.)
  • 2)Compare and verify provided patient information with system patient information
  • 3)Assures that all patient information is accurately and correctly entered into the patient information system according to established policies and procedures
  • 4)Assures that all required information for “clean claim” billing is accurately entered into system
  • 5)Assures that patient has physician orders for test/procedures
  • 6)Assures that all registration policies and procedures are explained to patient and patient family
  • 7)Assures that all required signatures are obtained
  • 8)Assures that self-pay and co-pay expenses are collected via cash , check, or credit card collection method and documented appropriately
  • 9)Assure that patients receive registration packets and that packets are complete
  Perform data collection/quality assurance procedures · · · ·
  • 1)Document required information via manual logs, computer system spread sheets, etc.
  • 2)Participate in quality assurance activities as requested by Department Coordinator or Manager.
  • 3)Participate in trouble-shooting activities and implement corrective action plans as directed by Coordinator or Manager
  • 4)Participate in providing recommendations to Coordinator and/or Manager to improve registration process.
• Perform paperwork according to established policies and procedures
  • 1)Accurately complete 100% of paper work in a timely manner.
  • 2)assure that paper work is filed and/or distributed According to policies and procedures in a timely manner.
  • 3)Assure that computer system paper work is of high quality so that it can be read without problems.
  • 4)Assure required reports are completed in a timely manner and distributed to identified person(s).
• Maintain computer skill levels in accordance with expected turnaround times and expected work outputs as established via policies and procedures
  • 1)Accurately identify and complete all fields that require data entry.
  • 2)Perform basic trouble-shooting procedures.
  • 3)Identify occurrences where problems/non-functionality requires supervisory intervention.
  • 4)Participate in providing recommendations to supervisor and/or director for system/procedural process improvement.
• Perform duties as assigned by the supervisor and/or director

Education/Experience Required:

• High School diploma or equivalent 2 - 3 years of hospital registration, billing or collection experience Knowledge of third party payors Knowledge of the Allegra system preferred Strong medical terminology background preferred, certification in medical terminology within one year of employment Customer service experience preferred

Knowledge, Skills & Abilities Required:

• Knowledge of a PC computer keyboard with data entry experience Previous Allegra experience is beneficial Excellent communication and customer service skills Strong interpersonal skills Ability to function in a stressful, fast-paced environment with a high level of empathy, tact and poise Must type 20-30 words per minute, preferred
• None

Physicial Requirements and Working Conditions:

• Ability to read, enter and retrieve information from the computer terminal. Ability to work weekends, holidays, and different shifts in order to accommodate staffing needs, may be required. The candidate must be able to perform physical tasks such as hearing the client, viewing the computer screen, verbalizing instructions and possessing manual dexterity for data entry; ability to lift 20 lbs of computer paper, ability to work on a CRT terminal screen. The candidate must be highly customer service oriented. High degree of phone contact/personal one on one contact with patients, patient families, other hospital departments and physician offices.
• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.