Ptot Registration Representative

PTOT REGISTRATION REPRESENTATIVE

The Registration Specialist is responsible for collection of accurate demographic and insurance information from patients to facilitate a successful patient revenue cycle. Based on the operations of the practice, this position may be responsible for a variety of duties, including collecting and handling payments, providing customer service, answering phones, completing/filing medical records, insurance verification, diagnosis coding, etc. The Registration Specialist is a highly visible position that is always responsible for creating a positive impression with patients and visitors.

A Registration Specialist will be on duty during all hours of operation.

• Customer Service:
• Make customer service a top priority and adhere to ExCELS values.
• Maintain confidentiality at all times.
• Provide phone coverage during all hours of operation.
• Answer incoming calls within 3 rings. Identify yourself and department. Allow caller to speak before asking to place them on hold.
• Eagerly provide assistance to others; voluntarily assist others when his/her own work is finished.
• Promote a pleasant and positive atmosphere.
• Listen to, identify and respond quickly and appropriately to customer needs.
• Deal with conflict in an appropriate and timely manner.
• Use proper lines of communication to keep others informed or to address problems.
• Manage site emails.
• Initiate Patient Liability requests for those patients requesting financial responsibility detail.
• Coordinate special needs services for patients (translator, transportation, wheelchair).
• Manage and respond to all department voicemail and Phytel updates.
• Check In:
• Verify the patient’s identity upon their arrival by requesting, copying and scanning into Epic Documents a form of photo . i.e. driver’s license.
• Complete all required fields of registration in Epic.
• Verify current insurance information by requesting, copying, and scanning into Epic Documents the insurance card(s).
• Verbally review with the patient, the insurance verification findings during Check In on the initial visit. Note accordingly on the insurance verification form.
• Obtain consent for treatment and financial agreement signatures on the TCH Consent for Treatment/Financial Agreement form, R14A, to include the ordering physician’s name and TCH representative’s signature, as witness. Scan both sides of the consent form into Epic Documents or obtain an electronic signature directly into Epic Documents. Review Patient Rights form, obtain signature, unless patient declines. Scan form in Epic Documents.
• Collect co-pays, when applicable. Post payment in Epic Enterprise Payments.
• Refer patients to PFS/Financial Assistance, when applicable.
• Review all hardcopy scripts for required components such as, patient name , DOB, date, time, diagnosis and MD signature.
• Contact the ordering physician office by phone and re-fax the order back to the MD when any of the above components are missing. Continue to monitor the account until all required information is obtained.
• Scan all hardcopy referrals/orders.
• Ensure all diagnosis code(s) are entered in Epic for each appointment scheduled and according to the physician order.
• Complete a MSPQ for all Medicare patients at the appropriate interval.
• Have patient complete a medical history form and scan in Epic Documents.
• Determine which Outcome forms is appropriate for the patient to complete.
• Review with the patient the necessary outcome form(s) that need to be completed and scan into Epic, Documents.
• Obtain waivers for non-covered procedures, if applicable, for each visit.
• Check in procedures apply to all new and returning patients for all sites, with the exception of JSC and Montgomery.
• JSC check in – frequently new patients will bypass Central Registration and arrive directly in the department. JSC staff will complete the check in process for Central Reg.
• Montgomery check in – all new and returning patients are “arrived”/checked in by Central Registration.
• All returning patients are checked in by department level staff for all sites, with the exception of Montgomery.
• For those patients that prefer not to use the kiosk, they will be checked in by department staff,…