Lead Patient Reg Clerk

Position Summary

The Lead Patient Registration Clerk provides leadership, communication, and ongoing training to the registration team. This role works in coordination with the Patient Registration Manager and Patient Accounting Director and is responsible for performing all duties of the Patient Registration Clerk.

Key Responsibilities

Scheduling & Supervision

• Coordinates staff schedules to ensure adequate coverage.
• Directs department activities and monitors admitting representatives across all areas.
• Provides 24/7 on-call support for staffing concerns and coverage during absences.
• Oversees cross-training to ensure coverage of critical duties.
• Participates in interviewing and hiring in coordination with the Patient Registration Manager.

Registration Accuracy & Compliance

• Maintains a benchmark of 95% or better in registration accuracy.
• Ensures team accuracy in:
  • Patient demographics
  • Insurance data entry and validation
  • Proper patient identification
  • Documentation of account activity and financial status
• Performs daily registrations for:
  • Ancillary services
  • Emergency Room
  • House Admissions
  • Surgery patients and pre-registration (e.g., surgical consents)
• Complies with EMTALA regulations for emergent services.
• Obtains and explains treatment consent forms, including:
  • Important Message about Medicare Rights
  • MOON
  • MSP form
  • Medicare ABN

Documentation & Financial Duties

• Scans all paper documents (ID, insurance cards, POA) into HIM systems.
• Manages daily financial functions:
  • Balances cash drawers
  • Accepts payments (cash, credit, checks, money orders)
  • Generates receipts
  • Maintains daily cash journals and deposits with witness verification

Confidentiality & Communication

• Practices patient confidentiality and protects health information.
• Provides feedback on admission and billing process quality.
• Answers phone calls efficiently and politely.
• Compiles reports as directed.
• Uses HIS Affinity system to full capacity and adapts to system upgrades.
• Applies Admission Policies and Procedures and instructs patients accordingly.
• Reports emergency admissions to review organizations and HMOs after hours and on holidays.

Customer Service & Support

• Promotes positive patient experience and interdepartmental relations.
• Monitors alarm panels in the Switchboard area.
• Provides temporary relief for Switchboard and Concierge Services.
• Performs other duties to facilitate workflow and promote healthcare.

Leadership & Decision-Making

• Exercises independent judgment in urgent situations.
• Manages multiple problems concurrently; sets priorities and delegates effectively.
• Makes independent decisions when necessary.
• Demonstrates professionalism in appearance, phone presence, and interactions.
• Works independently with minimal supervision.
• Fulfills operational and administrative policies in alignment with government and accreditation standards.
• Makes recommendations and implements corrective procedures.
• Maintains confidentiality of patient, service, and financial information.
• Occasionally assists with insurance verification.
• Maintains deposit files.
• Performs other related duties as assigned.

Qualifications

• High school diploma or equivalent education/work experience.
• Experience in patient registration, medical office, or health insurance.
• Knowledge of medical terminology.
• Mathematical ability to review financial records.
• Proficient with 10-key adding machine, typing, and computer systems.
• Accuracy prioritized over speed.
• Familiarity with filing systems and copy machines.
• Bilingual (English/Spanish) preferred.