Patient Access Registrar/Scheduler - 91105

The Patient Access Registrar/Scheduler position is the face and voice of the ambulatory clinics welcoming patients into the system by providing direction and assisting them through the ambulatory registration/scheduling processes. Responsible for laying the groundwork for the patient’s care by making sure all referral, scheduling, registration, medical review, and visit prep processes are completed and in place in order to facilitate the patient being properly prepared before presenting for services. This position ensures customer satisfaction and offers solutions to patient concerns. Demonstrates appropriate knowledge and skills necessary to communicate with diverse populations.

KEY RESPONSIBILITIES 

Performed majority of the time:

·         Registers/schedules patients via phone based on physician orders and following the scheduling matrices.  Registration includes gathering and verifying all the information on the Interactive Facesheet (IFS).

·         Verifies insurance using electronic insurance verification systems.

·         Asks patient for all information and keys accurate patient demographics.

·         Maintains equipment and reports failure promptly to facilitate repairs.

·         Maintains resource documents (i.e. procedure manuals, reference books, user manuals, matrices etc.).

·         Maintains and files patient records electronically (EPIC) while following HIPAA standards.

·         Accurately sets up guarantor accounts for patients and coordinates their benefits correctly.

·         Accurately create new medical records for a new patient if they are currently not in Epic.

·         Communicates with clinical department staff to assure a positive/timely patient experience.

Performed occasionally but critical to successful performance of the job:

·         Actively participates in staff meetings.

Education:

Required

·         High school diploma or equivalent

Preferred

·          

Experience:

Required

·         Six (6) months of work experience in a medical office or call center setting, including high volume direct patient contact, or one (1) year of work experience in a high volume direct public contact position.

Preferred

·         Experience in various ambulatory clinics or knowledge thereof.

·         Previous referral management experience.

Licenses, Certifications and/or Registrations:

Required

·          

Preferred

·       Certified Healthcare Access Associate (CHAA).

Job Related Skills, Abilities and Behaviors:

Required

·         Advanced computer skills, including MS Word, Excel and Access, Epic skills and online resource use knowledge. 

·         Excellent communication skills, both written and verbal 

·         Demonstrated efficiency, problem solving and negotiation skills in resolving patient concerns.

·         Must meet Department performance standards measuring efficiency, production, timeliness and accuracy. This will be reviewed on a regular basis both as a team and as an individual. 

·         Ability to multi-task in a high volume situation. 

·         Strong attention to detail and processes

·         Ability to work autonomously, with a high level of accuracy, speed and exhibit a willingness to work with deadlines

·         Demonstrates grammar, spelling and mathematic abilities.

·         Possesses knowledge of medical terminology.

·         Responds to customer needs in person and over the telephone in a courteous and constructive manner.

·         Follows computerized scheduling template protocol when scheduling patient appointments. 

·         Communicates effectively with pediatric, adolescent, adult, and geriatric customers based on principles of growth and development and life stages.

·         Protects PHI and maintains confidentiality.

·         Fosters positive work environment through teamwork and assistance.

·         Proven interpersonal problem-solving and conflict resolution skills.

·         Proven ability to think at a systems level while performing detailed work.

Preferred

·         Excel skills and knowledge.

·         Bilingual skills a plus.

·         Demonstrated advanced patient scheduling skills. 

·         Thorough knowledge of patient and referral processes in EPIC.

·         Experience with electronic scheduling, and electronic medical record systems.