Patient Registration Rep

Northern Light Acadia Hospital

Department: Patient Access Management

Position is located: Acadia

Work Type: Part Time Eligible

FTE: 0.500000

Work Schedule: Acadia

Summary:
Under the general supervision of the Supervisor and/or Manager Patient Access, the Patient Registration Representative serves as the initial contact with patients from infant to geriatric ages and arranges for their orderly registration/admission. The incumbent obtains and collects accurate patient information and ensures patients are aware of hospital policies and procedures. The incumbent performs duties and tasks in accordance with standards established for the job. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position. In addition, the incumbent conducts all job responsibilities according to the Mission and Values of NLH Hospital.

Responsibilities:
Maintains strict confidentiality on every patient, medical record or report.

• Discusses only appropriate patient information in public and private areas protecting the confidentiality and dignity of all patients, by actions and words.
• In an effort to help protect our patients from identity theft, and if circumstances warrant such action, registration staff will ask, copy/scan a form of photo ID. Acceptable photo forms of identification are: driver’s licenses, state issued photo ID cards, unexpired passports and university issued student ID cards.
• Releases only appropriate patient information over the telephone providing for the balance between guest services and confidentiality for all patients.
• Maintains record confidentiality for all patients.
• Maintains record confidentiality by sending all internal and external written patient information in sealed envelopes to other departments.
• Follows hospital policy on release of information regarding all information for the patient admitted for psychiatric, drug rehabilitation, or other.

Provides excellent guest relation services to all patients, family, and visitors.

• Meets and greets every guest with an immediate smile, eye contact, proper body language, and appropriate greeting.
• Wears ID badge at all times at eye level with name fully visible and communicates with guests at their level of understanding.
• Answers phones with a pleasant voice in a timely manner and transfers calls according to department policy.
• When placing calls on hold, follow policy, returning to the caller at regular intervals, to ensure excellent communication.
• Takes and forwards messages to appropriate personnel as needed.
• Follows through to ensure all guest requests are either fulfilled or are responded to in a manner satisfactory to the guest.
• Knows the location of registration for all services provided and is able to direct guests appropriately.
• Knows the location of all related offices.
• Assertively responds to all complaints and forwards information to the correct department or person. Contacts Registration Supervisor regarding any patient that demonstrates dissatisfaction and appears to require Registration Supervisor’s immediate attention.
• Exhibits a positive attitude, having a perceived pleasant and tactful style, providing assistance willingly to all guests, enhancing their visit.
• Understands and applies aspects of cultural diversity appropriate to patient populations served.
• If needed, obtains interpreter services for patients who require this service.

Shows ability to prioritize and complete registrations in all registration areas and shifts in an accurate and timely manner.

• Utilizes ABN tools to ensure patients’ visits are appropriate per ABN guidelines
• Correctly and consistently follows registration/pre certification procedures for same day add ons and cancellations.
• Once insurance has been verified via insurance verification tool, registration staff must list the insurance status as “Verified” in the registration.
• Confirms patient is registered for the correct service at the correct location.
• Registration staff will run a daily “Work List” prior to the end of his/her shift each day to make any registration corrections the Relay Health “Work List” may show.
• Registration staff will alert the Pre Certification Staff via email (including the patient’s name, DOB, account number, ordering physician and diagnosis) if they register an add on patient whose outpatient diagnostic visit may require pre certification.
• If asked, provides positive and proactive education to patients regarding pre certification processes, ABN information and diagnosis barriers regarding particular treatments/procedures.

100% accuracy is the threshold for achieving the following:

• Ensures each patient is assigned only one Medical Record Number.
• Selects appropriate patient type, based on the department and service required.
• Obtains and inputs complete and accurate:

a) Patient demographic information, including verification of existing information of both home and employment.
b) Admitting and/or working diagnosis.
c) Accident information.

• Obtains proper consent for treatment from patient, or documents how consent was obtained or not obtained from responsible parties.
• Obtains Assignment of Benefits from patients, or documents how consent was obtained or not obtained.
• Obtains documentation of receipt of “Important Message from Medicare/Champva” as necessary for any patient in a bed.
• Dispositions/Discharges patient according to current policy.
• Ensures all patients are registered in a timely manner, prioritizing registrations during periods of high volume.

95% accuracy is the threshold for achieving the following:

• Obtains and enters correct insurance information, including obtaining referrals for managed care.

Enters all other data as required by the registration area for proper reporting and documentation at the time of registration.

Complies and completes census information in a timely and accurate manner.

• Completes inpatient census per policy.
• Performs shift/daily counts and tallies as needed for QA, productivity and other departmental indicators, and provides information to appropriate people.
• Reviews and updates bed tracking system for accuracy on a daily basis.
• Files all paperwork in correct locations.

Accepts admissions from authorized personnel and provides bed placement of patient to the appropriate nursing unit.

• Accepts reservations from all ancillary departments.
• Determines most appropriate unit, considering patient’s condition, developmental and age related needs and any other factors re: patient care.
• Contacts coordinator of patient care to establish bed appropriate and timely reservations for all patients.
• Communicated bed availability to all registration and ancillary departments in a timely manner.
• Makes every effort to maintain optimal departmental census for nursing units within budgetary constraints.

Completes and indicated Death Notification and Autopsy Consents.

• Initiates the correct paperwork following the notification of a death.
• Interviews the family, with compassion, in a dignified manner, expressing sympathy.
• Obtains necessary signatures when an autopsy is requested.
• Notifies Pathology that the autopsy form has been completed.

Performs cashiering functions as needed.

• Accepts payment and issues receipts for all guests, wishing to make a payment, during all hours for private rooms, cosmetic surgeries, and other charges.
• When not previously done, Registration staff will be responsible for the collection (via implemented co-pay collection tool) of all co-pays at the point of registration.
• Communicates significant patient accounts information to PA, either through the computer or by telephone.
• Accurately labels receipt envelopes and submits to cashier via lock box.

• Ensures safe keeping of all cash, checks, and charges received.•

Remains updated on all policies and procedures.

• Adheres to and demonstrates awareness of procedures.
• Refers to policy manuals, operations, and reference material and assists peers in interpretation.
• Maintains open attitude towards management for updating and corrections.
• No unnecessary tardiness.
• Consistently maintains a good attendance status.
• Follows dress code policy and wears ID badge at all times when on duty.
• Adapts to flexibility to scheduling decisions and changes to meet staffing needs.
• Attends at least eight staff meetings and covers the department when scheduled.
• Demonstrates basic operational skill for telephone, faxes, photocopies, printers, and information systems.
• Demonstrates basic inventory knowledge to make sure department is adequately supplied.

Actively participates in the departments Quality Improvement Programs.

• Participates actively in departmental meetings.
• Participates in all hospital-wide inservices and training programs offered.
• Attends all mandatory-training sessions.
• Participates in departmental activity based management activities.
• Reports completely and accurately any incident that may warrant review by Risk Manager.
• Consistently and accurately records any requested quality data and reports this information in a timely manner.
• Consistently maintains departmental standards for quality of personal work.

Manages workloads and assures completion of various work functions.

• Review pending work and communicates unresolved issues with peers prior to breaks or end of shift.
• Utilizes manual and/or computer reports to review for pending or incomplete work.
• Resolves or refers for resolution all identified workload issues.

Takes initiative for personal professional growth and development.

• Provides orientation and training to primary job functions to new peers and associates.
• Provides any orientation and training feedback in a confidential manner.
• Attends and self document participation in staff meetings.
• Attends and self documents four annual continuing education programs.
• Acquires skills and knowledge regarding new policies and procedures within the designated time frames.
• Communicates consistently with tact and sensitivity with all patients, visitors, coworkers, and other hospital personnel.
• Performs all other duties as assigned to promote efficient and effective operations for each.
• Has working knowledge of the hospital fire, disaster, safety and infection control programs.
• Demonstrates behavior that effectively promotes the Mercy Hospital’s Mission and Values.
• Interacts with each person/age group, attending to their various developmental needs.

Performs additional duties as required or assigned. Competencies and skills:
Essential:

• 2+ years of relative work experience required.
• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Multi-line Phone
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
• Promotes Health and Safety: Promotes a healthy and safe environment for patients, employees and visitors. Advocates and models healthy physical and mental health behaviors even in challenging circumstances. Sets high quality standards and strives for continuous improvement and quality assurance by reporting and encouraging others to report near misses and safety issues.
  

Credentials:

Education:
Essential:

• High School Diploma/General Educational Development (GED)
  

Working conditions:
Essential:

• Work with computers, typing, reading or writing.
• Potential exposure to hazardous materials.
• Potential exposure to noise levels being uncomfortable.
• Continuous sitting.
• Potential exposure to very hot or cold temperatures.
  

Northern Light Acadia Hospital is an acute care, regional psychiatric hospital in Bangor, Maine that is a leader in the provision of tele-psychiatry services, including consultations to regional emergency departments and primary care practices. Northern Light Acadia Hospital offers innovative programming in the form of a behavioral home health, integrated behavioral healthcare in primary care practices, and a geriatric mood and memory clinic, which is involved in multiple clinical trials for promising Alzheimer's medications. The hospital is the sole corporate member of Northern Light Acadia Healthcare that provides a substance use disorder treatment program, case management services, and other outpatient mental health services in Penobscot, Waldo, and Knox counties. Northern Light Acadia Healthcare is the sole member of Restorative Health, LLC that operates an outpatient mental health clinic in Bangor. Northern Light Acadia Hospital is a member of Northern Light Health, an integrated statewide health delivery system that is raising the bar with no-nonsense solutions that are leading the way to a healthier future for our state. Northern Light Health offers a broad range of providers and services, including nine hospitals, primary care and specialty physician practices, long-term care, home health and hospice agencies, and emergency ground and air transport.

Bangor, Maine is a vibrant small city with easy access to Maine's spectacular coast, mountains, and lakes. Schools rank among New England's best with the flagship campus of the University of Maine located in the neighboring town of Orono. Bangor serves as the regional hub for medicine, the arts, and commerce. Bangor International Airport offers direct and one-stop service to most major destinations.