Registration Representative

Schedule: Saturday 6:30 AM 5 PM, Sunday 6:30 AM 5 PM, Monday 6:30 AM 5 PM, Tuesday 9 AM 7:30 PM

This position requires the full understanding and active participation in fulfilling the mission of Saddleback Medical Center. It is expected that the employee will demonstrate behavior consistent with our core values: Integrity, Accountability, Best Practices, Compassion, and Synergy. The employee shall support Saddleback Medical Centers strategic plan and participate in and advocate performance improvement and patient safety activities.
The Registration Representative is under the direction of the Supervisor/Manager and is responsible for completing all registrations of patients presenting for procedures, admissions, outpatient, and ER visits. The Representative must obtain and verify demographic and insurance information so that the patient can be accurately identified and billed for their services. The Registration Representative is responsible for collecting and posting the patients financial responsibility in Epic and immediately dropping the payment in the safe or locked cash drawer. Excellent customer service must be maintained with all patients, visitors, clinicians, and co-workers.

Skills:
Ability to communicate effectively in written and verbal form.
Adheres to department policy of using two patient identifiers.
Avoids HIPAA violations by choosing the correct MRN and interviews, registers, and pre-registers patients timely and accurately in Epic.
Ensures all registration forms are complete, signed, and scanned. Enters notes in Epic as required.
Ability to provide excellent customer service using Simply Better and AIDET principles.
Collects and posts payments timely and accurately. Immediately drops payment in safe or cash drawer.
Ability to follow company policies and support department performance improvement activities (staff meetings, employee engagement survey, education, and training activities).
Maintains a registration accuracy rate of 95% or better.
Monitors and manages work queues.
Ability to be at work and be on time. Adheres to MHS time and attendance policy.
Ability to follow company policies, procedures, and directives. Supports department performance improvement activities (meetings, employee engagement survey, education, and training activities).
Ability to interact in a positive and constructive manner.
Ability to prioritize and multitask.

Essential Job Outcomes:
Adheres to department policy of using two patient identifiers ensuring correct information appears on all documents, armbands, and labels. Adheres to a verbal verification of armband placement.
Avoids HIPAA violations by accurately entering information into the Epic system to avoid passing on defects such as incorrect patient name, PCP, guarantor, and insurance information.
Interviews, pre-registers, and registers patients timely and accurately. Demonstrates appropriate expertise in Epic, OnBase, RTE, and insurance websites to ensure accurate and efficient registrations.
Ensures that all registration forms are complete, signed, scanned, and indexed in Epic timely. Enters notes in referral or auth/cert and uses billing indicator as needed.
Delivers excellent customer service using Simply Better and AIDET principles with patients, staff, and visitors. Maintains effective working relationships with co-workers and others, utilizing Simply Better recognition cards or other communication regarding customer service.
Collects and posts patient financial responsibility including deposits, copays, deductibles, estimates, and/or coinsurance timely and accurately. Drops payment in the safe or cash drawer timely, based on a monthly department cash collection goal.
Participates in and supports department-specific performance improvement education, training, staff meetings, and projects (Employee Engagement Survey, service excellence, etc.). Promotes and participates in the employee engagement action plan and assists with improving the score.
Maintains an accuracy rate of 95% or better by selecting the correct insurance plan and IPA code. Monitors and manages assigned work queues to maximize productivity by meeting department standards. Demonstrates appropriate expertise in Epic, OnBase, RTE, and insurance websites to ensure accurate and efficient registrations.
Monitors assigned work queues to maximize productivity by meeting department weekly goals.
Adheres to MHS time and attendance policy #357. Clocks in and out of MTM accurately with minimal clocking errors for each scheduled shift. Signs off by the end of the pay period.
Other duties as assigned.

Experience:
(List the minimum experience, skills, knowledge, and abilities required to do the job.)
12 years of experience in hospital admitting, physician office, or equivalent healthcare setting.
Must communicate effectively and clearly both verbally and in writing.
Strong customer service skills.
General knowledge of insurance payors: PPO, HMO, POS, EPO, Medicare, Medi-Cal, and CalOptima.
Bilingual (English/Spanish or English/Vietnamese) preferred.
Positive work ethic.
General computer skills required, including electronic medical records and Microsoft Office.
Knowledge of medical terminology.

Education:
(List the education, licensures, or certifications preferred or required to do the job.)
High school graduate preferred.
Medical Terminology related course or certificate preferred.