Registration Team Lead | Registration

Concurrently perform all functions of the Registration Team Lead position, including but not limited to: Cross trained to perform all registration and switchboard duties, performs patient registrations, flexes working location and scheduled working hours (1st, 2nd and 3rd shift) as needed.

Emergency Department Registrations: Utilizes mobile carts to perform registration functions in patient rooms. Registers for after-hours and weekend outpatient services.

Responds to code-blue pages and assists with BLS as needed. Provide First Report of Injury (FROI) relevant to worker's compensation claims. Notifies Billing Office of Veterans Administration (VA) ED admissions.

Notifies clinical staff of specific considerations, including but not limited to, legal guardians, drug screen testing requirements, patient needs and accommodations. Inpatient Admissions: Processes emergent or urgent direct inpatient/observation/obstetric treatment room admissions.

Retains account paperwork of all inpatient/observation/OB admissions on a nightly basis to provide to inpatient admissions staff at end of shift for quality audits. Communicates timely and efficiently to admissions staff regarding any outstanding Registration tasks or documentation required for patient admissions. Switchboard Operations:

Operates hospital switchboard system to receive and/or relay incoming, outgoing and internal calls; responds to inquiries and provides general information to public. Uses best efforts to answer all calls within three rings. Ensures complete routing of Switchboard calls to the Emergency Department Guest Advocate when registering patients in ED rooms.

Updates Switchboard database with changes as appropriate. Pages authorized personnel including physicians; makes necessary announcements over intercom system; maintains logs as appropriate. Alerts surgery team when necessary and keeps accurate records in the after-hours notification of surgery team log.

Closes the loop by notifying the unit and provider once all individuals involved with the surgery team have been contacted. Outpatient Registration (Heart Pavilion, Outpatient Pavilion, Pain Solutions, MHOSC, Urbana): Ensures prior-authorization has been obtained by responsible departments/offices and is recorded accurately within the hospital EMR system. This includes for any outpatient testing and planned scheduled surgeries.

Communicates timely and effectively with other departments and offices if prior authorization information has not been received or recorded prior to the date of service. Maintains sign-in sheets at greeter desks, while ensuring patient privacy for those who sign in. Serves as the primary contact for registration staff issues, questions or concerns.

Escalates staff or department concerns to the Registration Supervisor. Ensures all functions of the registration process are completed accurately and timely to support positive patient experiences. Identifies problems with application functionality, investigates issues, works to resolve problems through the submission of help desk tickets.

Assists Registration Supervisor to ensure Hospital and Departmental policies and procedures are followed. Assists with the creation and necessary updates to staff schedules, ensures staffing is maintained throughout all registration areas. Ensures staff lunches/breaks are completed and department coverage is arranged.

Organizes staff meeting department coverage, during the meetings records staff attendance, notes and documents staff meeting minutes, provides to the Registration Supervisor for review prior to distribution. Monitors department supplies, submits department supply orders to Registration Supervisor for approval. Serves as the department representative/trainer for Hospital new volunteers.

Enrolls/deactivates revenue cycle users in registration tools such as Ohio MITs, MyCGS, and OHTrack. Assists with Revenue Cycle specific special projects as requested by the Registration Supervisor / Coordinator / Manager. Cross-trains and develops an understanding of scheduling practices.

Quality Assurance and Training: As a Super User, assists with ongoing training and education for all Registration areas and switchboard.

Identifies the best methods to train individual staff and modifies the training approach as appropriate. Attends monthly IHIS Super User training sessions, distributes updates as appropriate. Maintains a monthly registration accuracy and MSPQ completion rate at or above the departmental standards.

Reviews IHIS Registration Scorecard Dashboard on a daily basis to review and correct Registration errors within the set grace-period. Performs peer audits of Registration accounts for veteran and new staff; correcting critical errors and providing staff timely feedback on audit results. Reviews accounts for any incomplete documentation.

Contacts patients to complete via phone if necessary and sends required documentation via certified mail if needed. Reviews and routinely works Registration Error Workqueues within IHIS. Notifies the Registration Supervisor of any problematic trends in Registration quality reviews.

Completes all additional functions associated with patient registration: Conducts interviews with patients on the telephone and/or in person to gather pertinent registration information including demographic, financial and guarantor information, travel screenings, MyChart activation and simultaneously inputs information into the Hospital information system during the patient interview.

Contributes to the financial effectiveness of the Hospital by obtaining and/or reviewing scanned Medicare, Medicaid, and third-party insurance cards along with patient or patient representative photo identification. Secures patient or patient representative signatures on required forms including consent to treat, financial policy, patient rights and responsibilities and HIPAA notice of privacy practices. Provides appropriate forms to admitted patients, including Hospital Status Notification (MOON) form, Medicare Important Message and Newspaper Release Birth Announcements.

Completes verification of patient insurance plan eligibility and benefits utilizing the Hospital based eligibility system or web based technologies. Takes steps to avoid duplicate medical record creation and takes appropriate actions to report duplicate MRN's when discovered. Prints patient labels, facesheets, insurance cards and wristbands for designated service areas.

Completes downtime procedures during unexpected or planned system downtimes. Ensure hardcopy forms are stocked and assists with downtime recovery process. Collects pre-service payments and ED copays as appropriate, posts payments to accounts and provides receipt of payment to patients.

Closes and balances cash drawers on a daily basis, generates deposit slips from the system for cash and/or check payments. Notifies supervisor of any discrepancies in cash drawer reconciliation. Provides HCAP applications to self-pay patients and per patient request.

Patient Experience and Service Recovery: Demonstrates a high level of commitment to patient experience and professionalism.

Provides friendly and appropriate greeting and farewell to all patients and visitors entering and leaving Memorial Health's hospital facilities. Demonstrates a strong representation of Memorial Health's values through attitude, actions and communication with others. Displays enthusiasm while applying quick thinking and resourcefulness in providing assistance to a variety of patient and visitor needs.

Receives patient concerns and complaints and provides resolution for readily resolved issues and escalation for more in-depth issues as appropriate to assist with service recovery. Ascertains any specific patient and visitor needs, including but not limited to wayfinding, obtaining wheelchairs, arranging for interpreter services, facilitation of transportation needs. Monitors the overall appearance of Registration lobby areas and entrances.

Contacts appropriate hospital departments (Housekeeping, Maintenance, etc.) to promptly resolve facility cleanliness or maintenance issues. Provides Registration Supervisor / Coordinator process improvement ideas to improve overall patient experiences. Assists with on-call, included in week-end and major Holiday on-call rotation. Provides on-call reports to the Registration Management team following completion of the on-call time period.

Requirements

Completion of high school education or equivalent and at least two (2) years experience in hospital registration environment. Must possess a basic understanding of hospital information systems as they relate to the registration department functions including ED Registration.

Candidate must be proficient in Word and Excel. Knowledge of medical terminology preferred. Attains American Heart Association's BLS certification within first thirty (30) days of employment, maintains continuous certification. Attends Behavioral Health De-escalation Training Class (within six months of hire).

Shift

1st

Hours

80 hours (Every two weeks)

Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Life Insurance

• Flexible Spending Account

Time Off

• Vacation

• Sick Leave

• 11 Paid Holidays

• Personal Day

Retirement

• Ohio Public Employee Retirement System

• Deferred Compensation

Other

• Tuition Reimbursement

• Employee Recognition

• Free Parking

• Wellness Center

• Competitive Salaries

• Community/Family Atmosphere