Senior Patient Registration Representative - Esperanza

Location: Esperanza Health Center

Primary Purpose

Serves as a lead worker to Medical Practice Assistants 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.

Education

• None.

Experience

• Must have five years of customer service experience, preferably in a medical/healthcare/health

insurance setting.

• Must have two years of experience in a Medical Practice environment.

• Patient registration experience preferred.

• Prefer completion of course work towards an accredited medical terminology.

• Medical Office Assistant experience or training a plus.

Virtual Care Only:

• Must have 2 years of virtual care or telehealth support experience

Certification/Registration/Licensure

• School Based Health - Youth and Family Services Only (Cost Center 40270):

• Must have a valid Texas Class C Driver License.

Required Tests for Placement

• Must demonstrate ability to type 20 words per minute with a maximum of 3 errors.

• Must be able to successfully pass a Spelling Test with a minimum score of 85%.

Skills or Special Abilities

• 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 a working knowledge of diagnostic ICD-9 CM coding and HCPCS-CPT4 procedure

codes.

• Must have a thorough working knowledge of medical terminology.

• Must have basic knowledge of medical software.

• Must demonstrate a positive demeanor, good verbal and written communication skills, and be

professional in both appearance and approach.

• Must be able to demonstrate intermediate level clerical skills and a 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.

Virtual Care Only:

• Confident with technology, specifically electronic medical record, video encounters and

computer applications

• Must be able to work collaboratively and optimally with patients with serious health

conditions and barriers to care.

Responsibilities

• Serves as a lead worker for Medical Practice Assistants to include training, scheduling, monitoring and completing Performance Indicator Reports, and other reports to maximize productivity and compliance within the department. Serves as acting supervisor for staff as needed, on weekends, rotating holidays or anytime a shift needs coverage in the absence of a regularly scheduled supervisor.
• Acts as primary preceptor and provides general and topic specific training to employees, when changes in guidelines occur. Provides re-education to department staff based on results of reviews to correct potential weaknesses and assure ongoing compliance. Ensures documentation exists to evidence training has occurred.
• Collaborates and assists with the coordination of operational activities to support clinical operations.
• Serves as an expert resource for patient intake/inquiries, the assessment of patient needs related to clinical support services.
• Performs all related Medical Practice Assistant duties and patient service activities in coordination with clinical team, and in an expert manner.
• Assists with oversight in the day-to-day coordination of clinic/area activities and facilitates clinical support processes according to standards, and has the ability to support all service needs.
• Proficiently performs delegated technical functions to include but not limited to:
  • Obtains and/or records initial patient data including reason for visit, height, weight, allergies, etc., as trained and reports data to appropriate healthcare team member.
• Practices patient safety measures and in association with site leadership:
  • Complies with proper hand hygiene (hand washing/hand sanitizer gel/foam use).
  • Applies or practices proper infection control methods.
  • Identifies, corrects and/or reports safety hazards at the time of discovery.
  • Identifies and/or facilitates maintenance problems with equipment, initiates requests for work order, and removes from patient care area, as appropriate.
  • Informs Environmental Services when additional cleaning activities are needed.
• Participates in performance improvement and quality initiatives.
  • Participates in the unit performance improvement initiatives.
  • Meets expected performance quality measures as outlined for area(s) or responsibility.
• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field of Medical
• Practices by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the Medical Practice. Develops effective internal controls that promote adherence to applicable state/federal laws, and the program requirements of accreditation agencies and federal, state and private health plans. Seeks advice and guidance as necessary to ensure proper understanding. Based on operational need, may be required to perform role in an alternate Parkland location.

Job Accountabilities

• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.

Requisition ID: 987860