Patient Registrar-III

Location Address:

Compensation Pay Range:

Summary:

Responsibilities:

Customer Service and Caring Practices

• Achieve exceptional patient experience for patients and 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 firstline resolution to assist consumers with concerns.
• Monitor and maintain lobby waiting areas for cleanliness and offer comfortcart rounding to patients and families. Keep patients informed of delays.

Encounter Components

Performs the patient registration process and manages accurate collection of patient data, including but not limited to:

• 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 esignature documents, offering printed copies at each interaction
• Able to answer questions regarding hospital and departmental operations, policies, and procedures, including ProviderBased Billing
• Knowledgeable about innetwork dependencies with multiple payors
• Responsible for routine maintenance and cleanliness of the kiosk; immediately opens tickets for downtime and escalates to MSO or site leadership

Patient Access

• Schedule patient appointments according to guidelines, providing documentation, procedural instructions, and location directions.
• Follow team and sameday appointment guidelines.
• Monitor daily patient schedule for accuracy, anticipate errors, and take corrective action.
• Identify noshow patients and use EOD status; follow noshow workflows to notify the patient and/or clinical team.
• Manage patient relations regarding late arrivals for prescheduled appointments; explore all options to resolve the situation while maintaining effective, customerfocused communication.
• Provide customer service to patients and visitors before, during, and after their appointment or interaction with Presbyterian Medical Group, including preregistration activities.

Financial Accountabilities

• Maintain high accuracy at registration to drive firstpass yield on claims and reduce rework.
• Follow PMG cashhandling policies and balance daily.
• Obtain prior authorizations, referrals, and prior notifications when applicable.
• Collect identified patient financial obligations, including residual balances when applicable.
• Refer patients to onsite Financial Advocate or, for uninsured patients, to the Financial Advocacy Center.

Message Management

• Formulate complete and accurate telephone encounter messages and route them to the appropriate Epic inbasket pool to support operational aspects of patient care.

Medical Record Components

• Instruct patients on the Release of Information process and ensure a fully completed ROI form is submitted to Health Information Management.
• Follow workflows to obtain incoming records, document receipt, and prepare for scanning into the electronic health record.
• Facilitate paperwork completion for patients; communicate effectively, document appropriately, and follow workflows. Items may include prescriptions, handicap placards, and disability forms.

Patient Relations

• Manage patient relations regarding late arrivals for prescheduled appointments; explore all options to resolve the situation while maintaining effective and customerfocused communication.

Patient Safety

• Respond quickly to patients showing distress; follow guidelines set by the Clinic Manager to alert the clinical team and assist as directed.
• Ensure registration areas, waiting areas, and walkways are clear, clean, and free of unnecessary items.
• Report any concern that may create a safety issue.

Quality Improvement

Perform assigned patientcare responsibilities, which may include:

• Overdue result letters
• Appointment reminder calls
• Rescheduling

C.A.R.E.S. Behaviors

• Demonstrate CARES behaviors - Collaborate, be Accountable, Respect, Engage, and Serve - to all whom you encounter.
• Look for ways to improve efficiency, communication, and customer service.

Qualifications:

Education

• High school diploma or equivalent

Experience

• Two years of experience in healthcare or a customerservice field with significant customerservice responsibilities
• Demonstrated competency in scheduling and registration
• Must pass all EPIC competencies within 30 days of hire or upon completion of the Epic Clerical Training class

Abilities

• General knowledge of the customerencounter process, including scheduling, registration, contract requirements, financial guidelines, coordination of services, and billing
• Understanding of what work is performed, how it is performed, and why it is performed

Professional Requirements

• Pass annual competency exam for all areas of responsibility
• Attend quarterly MSO meetings
• Attend staff meetings
• Attend employee forums

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

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.

About Presbyterian Healthcare Services
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are 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 1600 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.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.