Patient Registrar at Whidbey General Hospital – Oak Harbor, Washington

JOB SUMMARY

The Patient Registrar supports the mission of providing quality healthcare to the patients of WhidbeyHealth and Clinics by being a professional and personable first point of contact for all patients and visitors providing assistance with reception, scheduling and patient registration. This position is a vital member of the patient care team facilitating an optimal flow of patients, is responsible for the efficient and orderly registration and scheduling of patients, and ensures that accurate patient demographic and insurance information is obtained at the time of registration. The Patient Registrar is expected to demonstrate professional behavior, display appropriate conduct and show consideration, respect and patience towards all patients, families, staff and professional affiliates.

PRINCIPLE FUNCTIONS includes the following, other duties may be assigned:

Patient Access

The duties below outline the primary responsibility for Patient Registrars assigned to Patient Access located at WhidbeyHealth:

• Conducts patient interviews for registration to include, but not limited to the following:
• Completes thorough and accurate registration of patients including insurance verification for all Laboratory and Diagnostic Imaging visits, Emergency Room visits, and EMS calls.
• Completes pre-registration and insurance verification over the phone with patients for scheduled appointments and surgeries.
• Maintains patient schedule for Whidbey Family Birthplace. Schedules or reschedules appointments within established guidelines for specific appointments.
• Conducts patient rounds in patient care areas as necessary to complete registration process.
• Assisting other departments with patient registration process and answering questions as needed.
• Prints labels and identifying wrist bands for patients, may deliver to patient care areas as needed.
• Acts as a liaison with other departments and facilities to ensure all demographic and insurance information is accurate to complete the registration process.
• Obtains all necessary releases (i.e. consent to treat, conditions of admission, confidential release when indicated, insurance messages), and obtains witness signatures as needed.
• Provides self-pay patients with application for charity care and refers them to the Financial Advocate. Also refers MVA accounts to the Financial Advocate.
• Refers to the Insurance Verifier when unable to obtain insurance verification via online portals.
• Collects and returns patient valuables per department procedure.
• May collect co-pays and deductibles from patients or refer to PFS Representative.

Operates the main hospital switchboard effectively and efficiently to include, but not limited to the following:

• Answers all in-coming calls promptly, professionally and courteously and transfers to appropriate destination.
• Utilizes overhead paging system appropriately and as necessary to support department functions.
• Welcomes all patients and visitors to the organization, providing directional and informational assistance.
• Set up appointments for patients or community members to meet with the SHIBA representative.
• Prepare remit folders for current usage and prepare outdated folder for storage.
• Balances cash on hand at beginning and end of the shift to account for monies received.
• Receive and receipt payments and cafeteria monies.
• Balances ledger and receipts daily, completes deposit.
• Receives patient valuables and puts in safe, and releases valuables following the valuable procedure.

• Provides assistance to Patient Access staff as needed to ensure coverage and support department functions.
• Facilitates optimal patient flow and assists with patient reception to include, but not limited to the following:
• Welcomes all patients and visitors to the organization, providing directional and informational
• assistance.
• Order and maintain office supplies and forms.
• Receive and distribute incoming office mail.
• May be required to provide additional back up to the Patient Registrar assigned to cover the
• Switchboard during day time hours on as needed basis to support department functions
• In lieu of a Patient Registrar designated to cover the Switchboard, responsible for answering all incoming calls to the facility in the evening, night time and weekend hours.
• Provides a comprehensive hand off of all pertinent information to the oncoming shift.

Outpatient Departments & Physician Practices

The duties below outline the primary responsibility for Patient Registrars assigned to an outpatient department or physician practice:

• Facilitates optimal patient flow and provides department or clinic reception to include, but not limited to the following:
• Welcomes all patients and visitors to the department or clinic, providing directional and informational assistance.
• Maintains patient schedule for department or clinic. Schedules or re-schedules appointments within established department or clinic guidelines for specific patient appointments.
• Answers all incoming calls promptly, professionally and courteously.
• Refers calls and accepts messages including any additional documentation for personnel to follow up with patient. Communicates all information accurately and appropriately.
• Performs follow-up reminder calls for appointments scheduled for the next day.
• Processes and routes mail appropriately.
• Ensures adequate stock of supplies for designated work areas and orders stock and non­stock items using appropriate systems or forms.

• Completes thorough and accurate registration of patients to include, but not limited to the following:
• Obtains all demographic and insurance information from patients and registers in the Electronic Medical Record system.
• Verifies insurance eligibility and ensures insurance authorization is obtained. Obtains income verification for self-pay patients eligible for sliding-fee scale.
• Collects co-payments at time of registration.
• Upon patient check out from physician practices, checks superbill for completion and accuracy ensuring a super bill is on file for each visit. Determines visit charges from superbill and performs charge entry via the Electronic Medical Record system.

• Coordinates with Patient Access and other hospital departments to facilitate efficient operations and a seamless care experience for the patient.
• May be required to provide back up support to the PFS Representative to support department functions.
• Provides support to the maintenance of medical records to include, but not limited to the following:
• Ensures all required release forms are signed upon registration.
• May be required to provide back up support to the HIM Technician to support department functions.
• May be required to copy records or other department-specific protected health information documents
• Within established release of information policies and procedures.

A Patient Registrar I is eligible to move to a Patient Registrar II after the completion of twelve (12) consecutive months as a Patient Registrar I in their assigned department with the proven ability to perform all essential functions and competencies of the position with no recent performance improvement documentation on file.

A Patient Registrar II is eligible to move to a Patient Registrar III after the completion of three (3) consecutive years as a Patient Registrar I-II in their assigned department with the proven ability to perform all essential functions and competencies of the position with no recent performance improvement documentation on file.

CONFIDENTIALITY

All WhidbeyHealth and Clinics employees are required to maintain confidentiality in accordance with organizational policy, state and federal regulations including not but limited to the Health Insurance Portability and Accountability Act (HIPAA).

JOB KNOWLEDGE & QUALIFICATIONS

Education

High school diploma or equivalent required, advanced education preferred.

Training and Experience

One (1) year of previous medical office experience preferred with prior experience using an electronic health record.

Certificates, Licenses, Registrations

Certified Healthcare Access Associate (CHM) or Certified Revenue Cycle Specialist (CRCS) certification preferred.

OTHER SKILLS AND ABILITIES

• Must demonstrate the ability to apply knowledge of medical terminology as applicable to the position.
• Must have the ability to be highly organized and multi-task at various workstations and settings.
• Must possess effective professional interpersonal skills as well as excellent service skills in all interactions with the ability to communicate effectively on the phone, in person and in writing.
• Must be able to plan, prioritize and organize work assigned within communicated deadlines.
• Must be able to communicate effectively with all levels of employees in the organization, take direction, and can build and maintain inter-and-intradepartmental relationships.
• Must demonstrate an attention to detail when completing all work assigned

Wage Range: $20.273 - $36.656