The Patient Registration Clerk provides customer-service and registration/switchboard services within Canton-Potsdam Hospital, and assumes the responsibility for successful financial outcomes of all patient services. Under the general supervision of the Patient Access Services Manager, this position performs imperative duties including registration pre and full, insurance verification, switchboard and life support alarm coverage, data entry, and point-of-service collections, while maintaining patient relations, customer satisfaction, and Canton-Potsdam Hospital financial solvency.

Join the Massena Hospital (MH) team and be part of our mission to provide top-notch healthcare to our community! Massena Hospital is a vital part of our community, offering exceptional healthcare services in a welcoming and compassionate environment. We are an acute care facility with 25 beds, providing a wide range of medical, surgical, and pediatric care.

STATUS: Full Time

LOCATION: Massena Hospital

DEPARTMENT: Patient Registration

SCHEDULE: 8 hour, Variable

ATTRIBUTES

• Required: High school diploma or equivalent

• Preferred: Associate's degree in related field

• Preferred: Medical technology

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 AhiQa 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 the 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 the 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 identified safety hazards to facilities/housekeeping/manager

• Exhibits professionalism in appearance, speech, and conduct

Development:

• Provide orientation and training of new staff

• Attend and actively participate in Patient Access Meetings, Training Sessions, and in-service educations, etc.

• Attend and actively participate in required and voluntary in-service education

• Participate in performance improvement within the organization and department