Receptionist/Patient Registrar

SUMMARY DESCRIPTION

The Patient Registrar has initial contact with the patients. They assist with patient registration and offer support. The Patient Registrar consistently exhibits a positive pleasant attitude towards all who enter the clinic. The Registrar is responsible for providing immediate and direct assistance to patients. The Registrar must be able to multi-task and remain organized and calm under pressure, handling patient registration duties as well as other demands simultaneously, while ensuring efficient flow of the registration process. The Registrar position is included in the standard “rotation” of Business Office coverage, including phone coverage, Saturday and evenings, as needed. The Registrar will work closely with other members of the Business and Finance Office staff, the Clinical Staff and the public. 

REPRESENTATIVE DUTIES

The following duties are typical for the PATIENT REGISTRAR. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

•    Demonstrate positive interpersonal relations in dealing with physicians, patients

patient families, visitors, co-workers, in a professional and confidential manner

•    Demonstrate the ability to maintain confidentiality and to protect personal health information

•    Demonstrate outstanding customer service skills consistently

•    Embrace the philosophy of continuous quality improvement

•    Embrace and project the values of HKH: personal accountability, integrity, fairness, consistency and respect

•    Apply problem solving and conflict resolution skills where needed

•    Demonstrate the ability to work and interact as a team member

•    Demonstrate culturally competent patient centered care

PERFORMANCE REQUIREMENTS

•    Courteous, honest and professional at all times

•    Able to communicate and relate well with physicians, clinical support staff and other HKH employees

•    Able to provide innovative input into the development of the clinic and its processes

•    Efficient, organized and accurate

•    Pre-registers and registers patients, obtaining and entering all required demographic, insurance and financial information for registration on a consistent basis, utilizing an approved checklist

•    Establishes a new electronic patient account/record and accurately enters all required patient information into the computer system according to established procedures and guidelines on a consistent basis

•    Updates and corrects patient account information in the computer system at every patient visit on a consistent basis

•    Consistently verifies patient insurance coverage eligibility each time prior to the provision of services according to established procedures

•    Accurately maintains daily balancing of cash drawer and follows end of day cash close procedures on a consistent basis

•    Appropriately informs staff of patient arrival utilizing features in the Centricity PMS

•    Consistently informs patient of and collects co-pays and deductibles prior to scheduled services

•    Prepares and issues receipts, processes credit card payments and properly performs daily cash handling procedures according to established guidelines or policies on a consistent basis

•    Follows approved procedures regarding patients who have “no-showed” or cancelled” their appointments

•    Responds to and prioritizes multiple requests for services via phone, fax and in person

•    Prepares various documents in conjunction with the medical record prior to patient visit

•    Demonstrates proficient utilization of the Electronic Medical Record

•    Demonstrates excellent customer service interactions consistently, utilizing a cheerful and engaging service oriented demeanor on a consistent basis

•    Demonstrates knowledge of scheduling appointments according to HKH established guidelines on a consistent basis 

•    Communicates accurate and pertinent information with patient, providers and other members 

of the care delivery team to facilitate effective and efficient patient   care during registration         process,  completes all required elements on a consistent basis, utilizing approved checklist

•    Directs calls to the appropriate departments, utilizing HKH extension list

•    Demonstrates appropriate use of intercom paging system

•    Demonstrates ability to verify insurance and initiate change of primary care physician when required

•    Consistently makes appointment reminder calls according to established assignments

•    Demonstrates ability to scan documents into patients’ electronic record

•    Consistently maintains a clean and organized work area

•    Proficient computer data entry skills

•    Ability to multi-task effectively Ability to provide excellent customer service skills to internal and external customers consistently

•    Age and Culturally appropriate customer service skills

•    Type with accuracy

•    Understand basic patient flow within the clinic Demonstrates ability to operate business machines including: copiers, fax machines, and have  a working knowledge of computers

•    Ensures timely input of patient data into the computer system with consistency and accuracy

•    Demonstrates working knowledge of insurances which are accepted by the Health Center and the requirements for each

•    Issues Notice of Privacy Practice and explains HIPAA requirements for all new patients on a consistent basis

•    Demonstrates basic knowledge of patient assistance program enrollment criteria and encourages enrollment when appropriate

•    Demonstrate knowledge of payer codes and application of those codes

•    All other duties as assigned

EDUCATION, EXPERIENCE & QUALIFICATION GUIDELINES

Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. 

•    High School Graduate or GED equivalent

•    Demonstrated proficiency with basic computer systems

•    Demonstrated proficiency in operation of multi-line phone systems

•    Demonstrated ability to work effectively as a team member.

•    Demonstrated ability working effectively with electronic and paper medical records

•    Valid Hawaii Driver’s License

•    Clean driving abstract

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

WORKING CONDITIONS: 

Environment: Work is performed primarily in a standard office environment with extensive employee and public contact and frequent interruptions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to travel to other Clinic locations using personal/private transportation; and to verbally communicate to exchange information. 

Vision: See in the normal visual range with or without correction. 

Hearing: Hear in the normal audio range with or without correction.

WORK SCHEDULE:   This is a non exempt position.  The specific statements shown in each section of this description are not intended to be all-inclusive.  They represent typical elements and criteria considered necessary to successfully perform the job.   

CONFIDENTIALITY:  As an employee of Hamakua-Kohala Health Clinic, you are bound by principles of medical ethics.  You have both a legal and moral obligation to protect the privacy of our patients.  In the course of your work, you will have access to confidential information regarding patients, and/or the practices’ confidential business. It is essential that you refrain from any discussions regarding personal information about a patient, a patient’s condition, a patient’s finances, proprietary company information, personnel salaries, and/or the practices’ confidential business with any third person.  This includes, but is not limited to, other employees, your spouse, family or friends.  CONFIDENTIALITY IS SO IMPORTANT THAT ANY BREACH OF THIS POLICY WILL BE CONSIDERED GROUNDS FOR TERMINATION.  Review and signature of the Agreement is a condition of employment.    

EEO STATEMENT

Hamakua-Kohala Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Hamakua-Kohala Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.

Hamakua-Kohala Health expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Hamakua-Kohala Health’s employees to perform their job duties may result in discipline up to and including discharge.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.