Patient Registrar
Company: Presbyterian Hospital (Albuquerque, N.M.)
Location: Santa Fe
Posted on: May 18, 2023
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Job Description:
*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, wayfinding, 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 alerting clinical the 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.
Type of Opportunity: Per Required Need
FTE: 0.001000
Exempt: No
Work Schedule: Weekday Schedule Monday-Friday
Qualifications
High school or equivalent
Experience:
Two years experiences in Healthcare or customer service field with
significant customer service experience. Must be able to
demonstrate competency in scheduling and registration. Must pass
all EPIC competencies within 30 days of hire or upon completion of
Epic Clerical Training class.
Abilities:
Requires general knowledge of the customer encounter process which
may include scheduling, registration, contract requirements,
financial guidelines, coordination of services and billing process
in terms of what and how work is to be done as well as why it is
done.
Professional Requirements:
*Pass annual competency exam for all areas of responsibility.
*Attend Quarterly MSO meetings.
*Attend Staff meetings
*Attend Employee Forums
Education:
Essential:
* High School Diploma or GED
Responsibilities
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.
*Addresses and attempts to appropriately resolve complaints in the
moment by using key words at key times.
*First line resolution to assist consumers with concerns.
*Monitor and maintain the lobby waiting areas for cleanliness and
to offer comfort cart rounding to the patients and families. Keep
patients informed of delays.
Encounter Components:
Performs the patient registration process. Manage the accurate
collection of patient data which includes but is not limited
to;
**Kiosk concierge performance
**Demographic data
**Insurance critical elements
**Use of on-line tools to validate eligibility and provide
estimates as requested.
**Provides informed dialogue with patients and patients
representatives regarding E-signature documents, offering printed
copies at each interaction.
**Able to answer questions regarding hospital and departmental
operation, polices and procedure including but not limited to
Provider Based Billing.
**Knowledge command of in-network dependencies with multiple
payors.
**Responsible for routine maintenance and cleanliness of the Kiosk.
Immediately opens tickets for any downtime and escalates to MSO or
other site leadership.
Patient Access:
*Schedules patient appointments according to guidelines by
providing documentation of scheduled appointments, procedural
instructions and location directions.
*Follows team and same day appointment guidelines.
*Monitors daily patient schedule for accuracy, anticipate errors
and take corrective action.
*Identifies no show patients and uses EOD status. Follows No-Show
workflows to take appropriate step for notifying the patient and/or
the clinical team as to the patients status.
*Manage patient relations in regard to late arrival for
pre-scheduled appointments. Explore all options to resolve the
situation while maintaining effective and customer focused
communication.
*Provide customer service to our patients and their visitors
before, during and after their appointment or interaction with
Presbyterian Medical Group. This may include pre-registration
activities
Financial Accountabilities:
*High accuracy at registration to drive first pass yield on claims
and reduce rework.
*Follows PMG cash handling policies and balances daily
*Obtaining a prior authorization, referral and prior notification
when applicable
*Collects identified patient financial obligation amounts including
residual balance, if applicable.
*Refers as appropriate to on site Financial Advocate, or for
uninsured to the Financial Advocacy Center
Message Management:
*Formulates complete and accurate telephone encounter messages and
routes to the appropriate Epic in-basket pool to support
operational aspects of patient care.
Medical Record Components:
*Instructs patients on the Release of Information process and
insure a fully completed ROI Form is submitted to Health
Information Management.
*Follows workflows to obtain incoming records, documenting receipt
and preparing for scanning into the electronic health record.
*Facilitate paperwork completions for patients. Communicate
effectively, document and follow pre-determined workflows. Items
may include; Prescriptions, Handicap Placards, Disability Forms
Patient Relations
*Manage patient relations in regard to late arrivals for
pre-scheduled appointments. Explore all options to resolve the
situation while maintaining effective and customer focused
communication.
Patient Safety
*Respond quickly to patients showing distress. Follow guidelines
set forth by the Clinic Manger to alert the clinical team. Assist
in any manner the clinic team directs.
*Ensure registration area, waiting area and walkways are clear of
any unnecessary items and are clean and neat.
*Report any concern that may create a safety issue.
Quality Improvement:
*Perform assigned patient care responsibilities, which may
include:
**Overdue result letters
**Appointment reminder calls
**Rescheduling
C.A.R.E.S Behaviors:
*Demonstrates CARES behaviors of Collaborate, be Accountable,
Respect, Engage and Serve to all whom you encounter.
*Look for ways to improve efficiency, communication and customer
service
*Communicate effectively to patients, peers and site
leadership.
Benefits
We offer more than the standard benefits!
Presbyterian employees gain access to a robust wellness program,
including free access to our on-site and community-based gyms,
nutrition coaching and classes, wellness challenges and more!
Learn more about our employee benefits:
Why work at Presbyterian?
As an organization, we are committed to improving the health of our
communities. From hosting growers' markets to partnering with local
communities, Presbyterian is taking active steps to improve the
health of New Mexicans. For our employees, we offer a robust
wellness program, including free access to our on-site and
community-based gyms, nutrition coaching and classes, wellness
challenges and more.
Presbyterian's story is really the story of the remarkable people
who choose to work here. The hard work of our physicians, nurses,
employees, board members and volunteers grew Presbyterian from a
tiny tuberculosis sanatorium to a statewide healthcare system that
serves more than 875,000 New Mexicans.
About Presbyterian Healthcare Services
Presbyterian Healthcare Services exists to improve the health of
patients, members and the communities we serve. We are a locally
owned, not-for-profit healthcare system of nine hospitals, a
statewide health plan and a growing multi-specialty medical group.
Founded in New Mexico in 1908, we are the state's largest private
employer with nearly 14,000 employees - including more than 1,600
providers and nearly 4,700 nurses.
Our health plan serves more than 580,000 members statewide and
offers Medicare Advantage, Medicaid (Centennial Care) and
Commercial health plans.
About Our Regional Delivery System
Presbyterian's Regional Delivery System is a network of six
hospitals and medical centers throughout rural New Mexico including
locations in Clovis, Espanola, Ruidoso, Santa Fe, Socorro and
Tucumcari. Our regional facilities are home to more than 1,600
clinical and non-clinical employees who help make Presbyterian the
state's largest private employer with nearly 14,000 statewide
employees. With a variety of services ranging from general surgery
to pediatrics to heart and cancer care, our regional employees are
proud to provide close-to-home care for their communities.
We are part of New Mexico's history - and committed to its future.
That is why we will continue to work just as hard and care just as
deeply to serve New Mexico for years to come.
About New Mexico
New Mexico continues to grow steadily in population and features a
low cost-of living.
Varied landscapes bring filmmakers here from around the world to
capture a slice of the natural beauty New Mexicans enjoy every day.
Our landscapes are as diverse as our culture - from mountains,
forests, canyons, and lakes, to caverns, hot springs and sand
dunes.
New Mexico offers endless recreational opportunities to explore and
enjoy an active lifestyle. Venture off the beaten path, challenge
your body in the elements, or open yourself up to the expansive
sky. From hiking, golfing and biking to skiing, snowboarding and
boating, it's all available among our beautiful wonders of the
west.
AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer
with smoke free campuses.
Offer Disclaimer
The compensation range for this role takes into account a wide
range of factors, including but not limited to experience and
training, internal equity, and other business and organizational
needs. Compensation decisions are dependent upon the facts and
circumstances of each offer.
Minimum Offer
USD $15.00/Hr.
Maximum Offer
USD $21.48/Hr.
Keywords: Presbyterian Hospital (Albuquerque, N.M.), Santa Fe , Patient Registrar, Other , Santa Fe, New Mexico
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