Registration Representative 8hr days E/O Weekend (7a-3:30p)

Patient Registration Clerk

Under the general direction of the Patient Access Manager, and/or Director, the Patient Registration Clerk performs a variety of registration duties. The Patient Registration Clerk provides access to healthcare by performing various duties in a professional and compassionate manner. Registration services includes registration of inpatient and outpatient service along with a wide variety of clerical and general administrative duties. Obtains and enters into the computer-based patient registration/scheduling system, demographic, insurance and other related patient information. General administrative duties include answering telephones, assisting with patient wayfinding, and providing estimates. Collects patient liabilities prior to or on the date of service, as appropriate. Staff is instrumental in maintaining good interpersonal relationships with peers, patients, visitors, physicians, and ancillary personnel. Obtains patient and witness signatures for all paperwork, including but not limited to Consent to Treatment, HIPAA, Privacy, Medicare Rights, Important Message for Medicare, Patient Rights, etc. Is responsible for maintaining confidentiality of patient information.

Major Responsibilities:

1. Excellent customer service skills and knowledge, i.e.; service recovery.

2. Accurately collects and enters all patient demographic and financial information for all registration types. This includes obtaining signatures, scanning all documents (ROB's, ID's, etc.), obtaining ABN's/IMM's when applicable and collection of patient financial responsibility.

3. Routinely uses reference material necessary to insure proper course of action. Seeks guidance when appropriate.

4. Staff member follows downtime procedures as established.

5. Staff routinely and proactively works on downtime work. This includes but is not limited to DL's, Insurance Management desktop, renaming faxed orders, cleanup of old/used orders, ensure work and patient waiting areas are neat and presentable.

6. Demonstrates understanding of their role in Press Ganey/HCAHPS scores. Focuses on their contribution in positively influencing patients experience and likelihood to recommend.

7. Processes pre-registrations for all appointment types and locations, excluding ER.

8. Answers phone and returns voicemails timely.

9. When uncertain, or when unusual situations occur, seek guidance from department manager. Never makes impulsive or hasty decisions.

10. Understands that everyone is a customer and demonstrates such by establishing good relationships with patients, visitors, ancillary departments and physician office personnel.

11. Staff member uses all eligibility resources available in order to verify the correct insurance is listed in the account.

12. Works well within the team environment and maintains open communication with co-workers. This includes meal breaks, shift change, etc.

13. Demonstrates ability to accurately identify and estimate patient financial liability (copayments, deductibles, coinsurances, deposits, etc.) Along with active collections, receipts, post and reconciles cash.

14. Consistently meets/exceeds Quality Review scores of 80%, 9 out of 12 months of the year.

Standard Staffing Level Responsibilities:

1. Complies with established departmental policies, procedures and objectives.

2. Attends variety of meetings, conferences, seminars as required or directed.

3. Demonstrates use of Quality Improvement in daily operations.

4. Complies with all health and safety regulations and requirements.

5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.

6. Maintains, regular, reliable, and predictable attendance.

7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

Position Qualifications:

License/Certification/Education: Required: 1. High school graduate or GED required.

Experience/Skills: Required: 1. Customer service experience required. 2. Receives on the job training under close supervision.

Preferred: 1. Previous clerical and Meditech experience desirable, but not required. 2. A good understanding of medical terminology helpful.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

Physical Demands and Environmental Conditions:

On-the-job time is spent in the following physical activities: 1. Stand - 1/3 to 2/3 2. Walk - 1/3 to 2/3 3. Sit - 2/3 4. Talk or hear - 2/3 5. Uses hands to finger, handle or feel - 2/3 6. Push/pull - 1/3 7. Stoop, kneel, crouch or crawl - 1/3 to 2/3 8. Reach with hands and arms - 1/3 to 2/3

This job requires that weight be lifted, or force be exerted: 1. Up to 10 pounds - 2/3 2. Up to 25 pounds - 2/3

This job requires exposure to the following environmental conditions: 1. Infectious Diseases - Up to 1/3 2. Physical +/or Verbal Abusiveness - Up to 1/3 3. Rotating Shifts - Up to 1/3

8hr Position: Every other weekend 7a-3:30p

Cross trained role which includes on unit in-person consent capture.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at We will make every effort to respond to your request for disability assistance as soon as possible.