Coffee Regional Medical Center

Registrar/Clinical Assistant

POSITION SUMMARY

• Timely and accurate compilation of patient socio-demographic and insurance data at the time of service.

• Arranges for the efficient and orderly admission of pediatric, adolescent, adult and geriatric patients to all entry points of admission.

• Makes patients and families aware of hospital policies and procedures.

• Effectively, yet professionally, request and collect patient estimated balances, including co-payments and deductibles.

• Assist with flow of data between physicians, their offices, nursing units, ancillary areas, business office services, insurance companies and patient's while ensuring patient confidentiality is not breached.

• The duties of this position require the exercise of courtesy and patience in speaking with patients, families, and others to maintain sound public relations.

OVERVIEW

• The evaluation is to assure individual performance, departmental goals and organizational goals are aligned. It is designed to support communication between the manager and the employee. Employee perception of their own performance is very important. To maximize the benefit of this process, both the manager and the employee participate in the evaluation process.

QUALIFICATIONS

A. Knowledge, Skills and Abilities

• Excellent customer service skills.

• Reads and understands the English language.

• Ability to think critically and analytically with little or no supervision.

• Ability to work effectively in situations of high stress and conflict and communicate goals and outcomes.

• Ability to process information and prioritize.

• Possesses exceptional verbal and written communication skills.

• Possesses independent work habits, is self-reliant and self-directed.

• Ability to learn, adapt, and change as required by the job functions.

• Ability to maintain absolute confidentiality of material and information accessed and reviewed.

• Basic computer literacy

• Ability to move freely, reach, bend, and complete light lifting.

• Ability to use good body mechanics while performing daily job functions and ability to follow specific OSHA guidelines.

• Ability to maintain attendance to meet standard job practices.

B. Education

• High School Graduate of GED required.

• Vocational tech/college preferred.

• CPAR certification required within one year of job placement.

C. Licensure

• CPAR preferred.

D. Experience

• Customer Service experience required.

• Knowledge of Third-party payers, billing requirements and reimbursement methods preferred.

• Previous hospital related experience preferred.

• Prior accounts receivable, collections or billing experience preferred.

• CPAR certification a plus.

E. Interpersonal skills

F. Essential technical/motor skills

G. Essential physical requirements

• Sedentary: Exert up to 10 lb. of force occasionally and/or a minute amount frequently - greater than 75%

H. Essential mental requirements

I. Essential sensory requirements

J. Other

• Computer experience required, typing skills above average, effective use of number keypad.

• Excellent customer service experience required.

• Analytical and organizational skills must be above average.

• Effective professional communication skills.

• Proper written and spoken usage of the English language.

• Knowledge of medical terminology is helpful.

• Proficiency in performance of basic math functions.

K. Equipment used.

OTHER QUALIFICATIONS

A. Exposure to hazards (body fluid exposure level)

• Level III

B. Age of Patient Populations Served

• Neonates 1 - 30 days

• Infants 30 days - 1 year

• Children 1 - 12 years

• Adolescents 13 - 18 years

• Adults 19 - 70 years

JOB SPECIFIC DUTIES AND PERFORMANCE STANDARDS

• Below are those tasks, duties, and responsibilities that comprise the means of accomplishing the position’s purpose and objectives. These are critical or fundamental to the performance of the position. They are the major functions for which the person in the position is held accountable. Following are the essential functions of the position, along with the corresponding performance standards.

o Registration Duties

 Use scripting policies as an effective communication tool with customers. Greet patients in accordance with the department's script policy and procedure.

 Responsible and accountable for tasks necessary to properly identify and register into the patient processing system all patients presenting for treatment.

 Demonstrates ability to complete status changes according to policy and procedure.

 Must keep abreast of current regulatory requirements, including all state, federal and JCAHO regulations. Keep up to date of requirements from each insurance payor (Medicare, Medicaid, Commercial or private payors, Tricare, etc.). Adhere to external agency regulations.

 Responsible for documenting all contact with patients, family, employers and third-party payors.

 Ensure patient flow through the registration process is professional, patient friendly and within department established time standards.

 Facilitate patient paper flow for accurate and complete medical records, financial forms and patient admission to nursing or ancillary units. Obtain authorized signatures on all required forms (Conditions of Admission, Important Message from Medicare, etc…).

 Ensure all physician orders meet current standards and policies. Obtain clarification on unclear or inappropriate orders. Determine proper patient processing according to physician orders. Appropriately enters the physician into the HIS system.

 Takes the responsibility to complete all duties during the shift without sacrificing the quantity of work performed. Utilizes time to assist others.

o POS Collections

 Protect the financial standing of the clinic by appropriately determining financial responsibility. Contributes to department goals by making 100% of financial arrangements for each patient prior to services being performed.

 Review patient account history to establish acceptable payment arrangements, charity assistance or agency referral notifications. Refers accounts with bad debt history to the Patient Financial Services office or accounting representatives.

 Collects account deposits on patient estimated balances, co-pays, co-insurance and unpaid deductibles.

 Completes all necessary forms (write off sheets, promissory notes, receipts, credit card reports, ABNs, etc…). Forwards to necessary departments. Initiates medical necessity check. Documents encounters in the HIS system.

 Makes deposits of money collected in department safe according to policy and procedure.

 Is able to explain all aspects of the account to a patient/guarantor.

o Accuracy, Insurance Billing and Precertification

 Maintains a 95% accuracy rate or higher each month.

 Meets with Education Coordinator to discuss errors. Seeks ways to improve accuracy.

 Verify complete patient, guarantor and relative information. Makes every attempt to ensure proper patient identification using all possible means including, but not restricted to patient and guarantor social security number legal name, date of birth and address. Must adhere to Patient ID policy for identifying and updating patient information.

 Identify third party payor coverage, secures prior authorizations, referrals, notifications and precertification requirements. Ensures fax notifications are complete.

 Maintains working knowledge of major third-party payer regulations and compliance issues.

 Distribute appropriate information to patients according to pay source, including to, but not restricted to Medicare, Medicaid, and Champus.

 Obtains incorrect or missing information in the insurance processor. Corrects accounts appropriately.

 Able to obtain and verify insurance benefits and eligibility. Methods available include patient/guarantor, insurance card or electronic means.

o Other Duties

 Follow proper chain of command for issues, complaints, etc.

 Demonstrates ability to respond appropriately to department and facility codes.

 Assist in orientation and training of new staff members. Able to help evaluate new staff member for readiness to fulfill job duties independently.

 Complies with Time and Attendance according to policy and procedure. Attends to personal affairs to avoid conflicts with work. Schedules days off prior to posting of new schedule.

 Refill supplies in copier, printer, and fax machines at end of each shift.

 Perform any other task requested from Supervisor or Management in a willing and positive manner.