Patient Registrar III-SF

Job Details

• Location Address: 4801 Beckner Road, Santa Fe, NM 87507
• Compensation Pay Range: Minimum Offer $15.60;
  Maximum Offer $22.12
• Type of Opportunity: Full time
• Job Exempt: No
• Job is based: Presbyterian Santa Fe Medical Center
• Work Shift: Days (United States of America)

Patient Registrar III-SF

The Registration Services Associate III acts as the Experience Ambassador and directs the exceptional experience for patients, families and visitors in Presbyterian Medical Group Clinics.
The exceptional experience begins in the lobby which is the domain of the Ambassador.
The Ambassador assists, mentors, and encourages use of Kiosk technology for patient registration functionality.
Accuracy of data capture to reduce denials is paramount.
Secure financial payment at time of service including co-insurance, copayments, residual balances, self-pay and deductible monies due.
Illustrate insurance contract requirement knowledge and use of tools to respond to provider network questions.
The Ambassador welcomes patients and visitors by facilitating registration, way finding, and concierge customer service.
The Ambassador responds to all walk‑in inquiries; et all form or prescription pick‑up, information regarding scope of practice, acquiring a PCP at the location, scheduling inquiries, release of information HIM requests, and message management as examples.
The Ambassador is trained in responding to patients in distress and immediately alerts clinical staff while comforting the patient as clinicians arrive.
Ambassadors round on consumers offering information on possible delays, transport assistance and see to their needs by offering personal attention.
The Ambassador understands all patients are consumers and their exceptional experience is reflected in outcomes.
Ambassadors role model CARES Behaviors and live the Presbyterian Promise.

• Customer Service and Caring Practices:
  • Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.
  • Adjust to the personality of the consumer while maintaining healthcare compliance guidelines and patient safety.
  • Address and attempt to appropriately resolve complaints in the moment by using key words at key times.
  • Provide first line resolution to assist consumers with concerns.
  • Monitor and maintain the lobby waiting areas for cleanliness and offer comfort cart rounding to the patients and families; keep patients informed of delays.
• Encounter Components:
  • Perform the patient registration process and manage accurate collection of patient data, including kiosk concierge performance, demographic data, insurance critical elements, use of online tools to validate eligibility and provide estimates as requested.
  • Provide informed dialogue with patients and representatives regarding e‑signature documents, offering printed copies at each interaction.
  • Answer questions regarding hospital and departmental operation, policies and procedure including but not limited to provider‑based billing.
  • Show knowledge of in‑network dependencies with multiple payors.
  • Maintain routine cleanliness of the kiosk; open tickets for any downtime and escalate to MSO or site leadership.
• Patient Access:
  • Schedule patient appointments according to guidelines by providing documentation of scheduled appointments, procedural instructions and location directions.
  • Follow team and same‑day appointment guidelines.
  • Monitor daily patient schedule for accuracy, anticipate errors and take corrective action.
  • Identify no‑show patients and use EOD status; follow no‑show workflows to notify the patient and/or clinical team.
  • Manage patient relations regarding late arrival for pre‑scheduled appointments; explore options to resolve while maintaining effective, customer‑focused communication.
  • Provide customer service to patients and visitors before, during and after their appointment or interaction with Presbyterian Medical Group; this may include pre‑registration activities.
• Financial Accountabilities:
  • Maintain high accuracy at registration to drive first‑pass yield on claims and reduce rework.
  • Follow PMG cash handling policies and balance daily.
  • Obtain prior authorization, referral and…