Registration Services Specialist

JOB SUMMARY

The Registration Specialist is responsible for managing in-person and online registration services for all Care Resource clients. This role includes conducting client registrations, performing interviews, collecting insurance information, and providing clear explanations of agency policies regarding client rights, responsibilities, and available medical and support services. The Registration Specialist ensures clients are engaged, informed, and supported throughout the registration process, assisting them in completing required forms and gathering necessary documentation while adhering to Care Resource policies and procedures. Additional responsibilities include accurate data entry, responding to and directing phone calls within 24 hours, and maintaining a professional, confidential work environment.

Essential Job Responsibilities

• Welcomes clients into the agency and provides orientation/education regarding the agency and its services.
• Performs necessary pre/full registration functions to include insurance eligibility, updating demographic information, and emergency contact information.
• Interview the client and/or family member(s) either in person or by telephone to collect demographic, financial, and other required information.
• Review all client related forms for accuracy, completion of information, and assisting the client where necessary.
• Verify clients legal name, identify clients according to policy and procedure without errors.
• Verify health insurance card(s) and scan into Electronic Health Records (HER) and/or other systems reviewing for mandatory pre-certification and/or other third-party payer requirements.
• Collects financial information which includes payer name, identification number, group number, subscriber name, guarantor name, address, and pre-certification numbers.
• Explain consent information, obtains signatures, and witnesses (legibly) with no omission.
• Completes registration process same day or within 24 hours.
• Answers and responds to clients’ inquiries regarding registration and available services including FQHC Sliding Fee Scale.
• Ability to manage high call volumes, multiple phone lines and multitask through computer systems.
• Maintain a clean, organized, and safe working environment
• Maintains client database.
• Ensures that the best culture of service is provided to the clients.
• Models excellent oral, written, and telephone communication skills.
• Ability to work independently and within a team orientated environment.
• Must work well with diverse ethnic, gender, and cultural backgrounds as well as meet needs.
• Works closely with the call center and insurance verification departments.
• Must have knowledge of computer systems and navigation.
• Properly document client interactions, by recording details, concerns, complaints, comments, and actions taken.
• Complies with HIPAA rules and regulations when communicating with patients, clients, health center personnel, external vendors and payers.
• Participate in chart reviews for Q/A purposes and Q/I projects as requested.
• Promptly attend to client and staff phone calls seeking access to services, providing accurate and timely information.
• Participate in staff training sessions and other meetings as required by the agency and/or the funding sources.
• Other duties as assigned.

Culture of Service: 3 C’s
Compassion

• Greets internal or external customers (i.e., patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
• Listens to the internal or external customer (i.e., patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

• Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered

Commitment

• Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
• Prioritize internal or external customer (i.e., patient, client, staff, vendor) requests to ensure the prompt and effective response is provided

Safety
Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understands and appropriately acts upon the assigned role in Emergency Code System.
Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Contact Responsibility

The responsibility for internal and external contacts is frequent and important

Physical Requirements

This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person and talking on the phone. Occasional driving, stretching/reaching, and lifting up to 50 lbs. are required. Work usually is performed in an office setting.

Other
Participates in health center developmental activities as requested.