Patient Services Specialist

Patient Registrar

The Patient Registrar will be responsible for performing all functions necessary to maintain the efficient workflow of all front desk receptionist duties.

Essential Duties & Responsibilities

Greet all patients as they arrive in a friendly, courteous, and professional manner

Demonstrate and maintain a working knowledge of customer service principles, and departmental expectations regarding customer service

Document in the computer system all necessary demographic, insurance, and financial information

Maintain patient charts; including creating new files, scanning files into the computer system, filing, shifting, and breaking down charts

Responsible for photocopying records and documents for billing purposes

Perform clerical duties, including mail delivery, faxing, copying, and scanning

Responsible for answering, screening, and directing incoming phone calls

Collect co-payments or other applicable financial payments

Facilitate daily deposits and perform cash reconciliations

Maintain daily financial log including documenting patient financial class, amount owed, amount collected, and scanning completion

Maintain daily patient log including documenting chief complaint, time and date of entry, time and date of exit, services rendered, and discharge/transfer information

Document patient volumes for the previous day

Maintain and compile reports and informational packets for distribution

Perform any job related to the registration process

Perform other duties as assigned

Safety/Infection Control

Demonstrate knowledge of and adhere to regulations and Total Point policies and procedures pertaining to safety, emergency preparedness, infection control, OSHA, fire safety and hazardous materials

Performance Improvement Customer Service

Participate in performance improvement activities as necessary

Maintain confidentiality of patient related issues and adhering to all HIPAA rules and regulations.

Demonstrate effective interpersonal skills

Treat all patients, visitors, and staff members fairly and with respect

Utilize effective communication methods and skills

Explain all procedures, treatments, and care while remaining aware of language barriers

Able to perform care in non-judgmental manner and recognize discrepancies between patient and personal beliefs

Emergency Center Policy

Ensure personal appearance is business casual and professional at all times

Responsible for wearing Emergency Center identification at all times

Attend all Emergency Center required meetings and in-service education

Remain flexible in staffing patterns and resolution of staffing conflicts; participates in temporary assignments

Compliance with attendance standards

Demonstrate flexibility when changes in assignments are necessary

EDUCATION & EXPERIENCE

High school diploma or equivalent

1-3 years office experience in a health care setting preferred

Previous customer service experience preferred

Must be able to effectively communicate with customers both in person, and over the telephone

Must have understanding of basic medical terminology

LANGUAGE/MATH/REASONING ABILITY

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

Ability to add and subtract two digit numbers and to multiply and divide with 10s and 100s. Ability to perform these operations using units of American money and weight measurement, volume, and distance

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations

COMPUTER SKILLS

Basic computer skills

Competencies

Professional Maturity: The ability to separate emotional feelings from the real issues at hand

Responsibility: The ability to accept choices you have made and the results they have led to

Communication: The ability to write and speak effectively; actively listens to others, and give feedback

Flexibility: Demonstrate responsiveness and adaptability following change initiatives

Intelligence: Understand information and apply new knowledge

Energetic: Exhibits high levels of energy and enthusiasm

Organized: Efficient in structuring tasks to be accomplished

Computer Savvy: The ability to use technology efficiently and effectively

Customer Service: The ability to enhance customer satisfaction

Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization

Integrity and Respect: Demonstrates upmost level of integrity

Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation

Collaboration and Partnership: Encourages participation from team members

Manages Change: Demonstrates flexibility with changing environments

Problem Solving: Resolve issues in a timely manner

Attention to Detail: Follows procedures to ensure entry of data

Organization: Uses time efficiently by prioritizing and planning work activities

Judgment: Ability to make independent decisions

Teamwork: Works with others to accomplish objectives and shows support for decisions

Quality: Sets high standards to ensure quality in work performed

Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations

Physical Demands

The physical demands for this position include: adequate vision, hearing, and repetitive motion

Light physical activity performing non-strenuous daily activities of an administrative nature

Ascending or descending stairs, ramps and the like, using feet and legs and/or hands and arms

Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner

Bending legs downward and forward by bending leg and spine

Work Environment

Well-lit, heated and/or air-conditioned indoor office setting with adequate ventilation