Patient Registration Representative - Geriatrics

Primary Purpose

Accountable for providing patient centered care and operational support to the medical team to ensure an optimal patient experience. Coordinates activities in the clinical areas and facilities a smooth patient flow. Assists with patient data collection, performs select screenings and completes medical office functions relevant to area/assignment.

• None.

• Must have three years of customer service experience, preferably in a medical/healthcare/health insurance setting.
• Patient registration experience preferred.
• Prefer completion of course work towards an accredited medical terminology.
• Medical Office Assistant experience or training a plus.

• Completion of a Parkland Workforce Development Training Program may substitute for the required education and experience.

• Must be able to work collaboratively with colleagues to deliver patient/customer services that exceeds patient expectations as evidenced by patient satisfaction scores.
• Must be able to demonstrate competency required as applicable to specialty area.
• Must have demonstrated communication skills to include above average verbal skills (heavy public contact) and written skills. Bilingual skills preferred.
• Must have familiarity with diagnostic ICD-9 CM coding and HCPCS-CPT4 procedure codes.
• Must have working knowledge of medical terminology.
• Must be able to demonstrate basic clerical skills and working knowledge of standard office equipment.
• Must be detail oriented and have sharp analytical skills to resolve registration issues as related to multiple groups including third-party payors, physicians, patients and the system.
• Must be able to solve problems within the guidelines of established policies and procedures.
• Must be able to adjust to multiple demands, shifting priorities and rapid change.

• Must be able to work collaboratively and optimally with patients with serious health conditions and barriers to care.
• Must be able to recognize and elevate clinical decision making to appropriate team members of the multidisciplinary team.
• Must demonstrate strength in documenting within an electronic health record with ability to effectively problem-solve when faced with decision-making challenges and elevate as appropriate.
• Confident with technology, specifically electronic medical record, video encounters and computer applications.

Proficiently performs patient service activities in coordination with clinical team, including but not limited to:

• Ensures patient and family comfort, safety, privacy and confidentiality at all times.
• Adapts work methods to specifically accommodate the population-specific care needs (physical, psychosocial, cultural, age/developmental) of each patient.
• Greets patients and families making them feel welcome and wanted.
• Assists patients and families with directions, inquiries and information as requested. Ensures needs are addressed satisfactorily.
• Keeps patients and families informed of wait times and any other circumstances that may impact the visit.
• Stays cognizant of clinical/area needs to facilitate patient care and flow.
• Assess patient experience at the end of each visit to determine if patient needs were met.

• Proactively outreaches patient utilizing motivational interviewing, demonstrating effective and caring communication to develop patient trust and establish and maintain relationships to gather information, encourage patient self-interest in healthcare, and follow up on patient established goals.
• Assists patients and families with health system navigation, making appointments, patient advocacy, determination of community resources to reduce barriers to care, and support set-up and initiation of electronic communication modes (email, MyChart, etc.).

Coordinates clinic/area activities and facilitates business processes according to standards.

• Performs pre-visit activities to gather patient information from internal and external service or entities to ensure information is available to the clinic team for the visit.
• Checks the patient into the clinic. Correctly identifies patient prior to performing tasks. Reviews and updates patient account to ensure registration and coverage is current and complete.
• Confirms or verifies coverage as needed. Identifies and refers patients for financial counseling as appropriate.
• Performs upfront cash collections; receives, verifies and posts money transactions following Parkland cash management…