1.
Patient Interaction and Identification:
· Greet patients and visitors courteously, always maintaining empathy and professionalism.
· Accurately identify patients in the Master Patient Index to reduce erroneous duplicate medical records, maintaining a 98% accuracy rate in medical record creation.
· Update demographics per legal identification.
· Verify the information on armbands before placing them on patients.
· Explain all required documents verbally, obtain signatures appropriately, and document any inability to obtain signatures correctly, including immediate scanning into EMR, per process.
· Process all ‘unable to sign’ consents per process, including following legal algorithms to research and communicate with patient contacts to obtain appropriate surrogate; escalate to next steps (Care Management) when unable to find surrogate.
2.
Patient Registration and Insurance Verification
· Conduct face-to-face interviews to accurately obtain and process patient demographic and financial information, maintaining a minimum accuracy rate of 97% for error-free registrations.
· Process and act on Real-Time Eligibility (RTE) messages, including adding, terminating, and correcting coverages.
· Identify all true self-pay patients accurately and forward to Medicaid eligibility and application staff, ensuring only true self-pay patients are screened.
· Scan all required documents into patient records and place HAR notes on accounts when necessary.
· Identify and resolve insurance verification issues, informing patients of available options, including financial assistance.
· Ensure all patients receive necessary regulatory information and enter appropriate documentation in the EMR (e.g., HIPAA, Patient Rights Brochure, IMM, NOOS, ABN, etc.)
· Explain hospital policies, procedures, and financial responsibilities to patients and their families, providing excellent customer service.
· Communicate financial responsibilities to patients and collect funds accordingly.
· Make referrals to Charity Care and Medical Assistance when needed.
· Independently prioritize PAC workflow, including work queue management, patient registrations, insurance verification, and other assigned tasks to meet personal performance and productivity metrics within department deadlines.
· Identify and correct errors in accounts using appropriate tools.
· Answer and direct incoming and external calls promptly.
· Schedule appointments, surgeries, and other medical procedures according to patient and provider preferences.
· Verify insurance coverage and obtain pre-authorizations as needed.
· Assist with training new staff following all processes and procedures in the training program.
· Act in a Shift Coordinator role as needed and assigned under the direction of the Supervisor.
9.
Meeting and Training Participation:
· Attend all departmental staff meetings and stay current with departmental updates.
· Read and respond to emails during each shift.
· Attend all required in-person training/in-services and complete all educational assignments within the required timeframe.
· Adhere to hospital policies and procedures, including timely arrival, minimal absences, appropriate attire, readiness for work, and minimal personal electronic usage.
· Adhere to the RISE values. Contribute to a positive work environment that promotes teamwork, collaboration, professionalism, and continuous improvement.
11.
Coordination with Other Departments:
· Contact physician offices for patient care orders and seek faxed orders when necessary.
· Communicate with Nursing and EVS regarding bed placements and discharges for inpatients.
· Communicate with Discharge Planning when demographic or insurance changes are made for patient registrations.
· Conduct bed assignment duties accurately and quickly.
· Interview patients face-to-face or by phone to obtain registration information.
12.
Additional Responsibilities:
· Perform other duties as assigned by the Director, Manager, or Supervisor.