Function:

Under the supervision of the Patient Registration Supervisor, the Patient Registration Specialist is responsible for provision of excellent customer service, working closely with scheduling and insurance team to ensure great customer experience, patient registration & documentation, patient flow, opening and closing the receptionist station.

Representative Duties:

Provides excellent customer service

  • Answer each phone call in a welcoming and professional manner
  • Provide clients with correct and accurate information regarding FCHC services and providers
  • Ask for input for team colleagues if unsure of correct response to inquiries
  • Refer unusual or difficult situations to supervisor
  • Refer managed care inquiries to appropriate medical staff member
  • Actively build good working relationships with colleagues and providers
  • Be an active, productive and responsible member of the team
  • At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position
  • Be discrete when obtaining sensitive information from clients

Accurately performs registration process for new and existing patients

  • Accurately register and enter all new patient demographic data and insurance information in system
  • Obtain patient insurance data - completed and signed documentation (IIF) and a copy of insurance card and accurately enter into the system
  • Scan patient data sheet into chart
  • Ask each patient at check in to verify existing demographic information and insurance information
  • Accurately record and enter any changes that have been received
  • Collaborates with patient service areas to ensure a positive and effective patient experience Accurately
  • Be encouraging and sensitive in informing all uninsured or under insured patients that a meeting with the Financial Assistance Advisor is available to them
  • Serves as a resource for patients and others with questions regarding registration
  • Applies knowledge of payer requirements and guidelines to ensure effective reimbursement
  • Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
  • Mail, and or email all registration forms to patients to complete before 1st visit

Transferring appointments to be scheduled according to established procedures

  • Ask each patient the name of their primary care provider if patient has not selected a PCP assist in this process by give a list of open paneled providers
  • Ask patients to bring all insurance cards and co-pays to visit
  • If someone’s primary doctor is someone other than a FCHC provider, inform patient of the possible need for a referral authorization, Financial Assistance Advisor and possible financial obligations

Adheres to Patent Registration policies and procedures

  • Become familiar with and follow credit and collections policies and procedures as they pertain to patient service function
  • Become familiar with and implement any new or changed procedures and policies
  • Become familiar with the content of the ’How To Do Book’ and refer to it as often as necessary
  • Follow confidentiality guidelines when making reminder calls for future appointments. Be accurate in giving the time of appointment and the provider name
  • Follow Fenway Health personnel policies and department procedures
  • Shred all papers, which carry any patient information - name, MR#, etc.

Meets agency participatory expectation

  • Adheres to all agency and departmental policies and procedures
  • Adheres to all agency and departmental policies and procedures
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested
  • Attends and participates in departmental meetings

Performs other related duties as requested