Patient Registration Representative Emergency Department

Under general supervision, follows standard operating procedures and protocols for all patient registration activities including patient reception, face-to-face check in, preregistration, confirmation of insurance eligibility and cash collections. Performs new patient registration; updates registration and insurance information; responds to inquiries from all callers/customers. Advocates on the caller/customer behalf to ensure their needs are met. Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Performs all aspects of registration including:

• Performs new patient registration and/or updates current registration and insurance information. Performs bedside registration in accordance with business unit protocol
• Validates and confirms eligibility of insurance using online tools and/or contract summary/registration manual.
• Utilizes insurance verification department as needed. Discusses insurance eligibility issues and/or requirements to patient and/or family member to ensure appropriate coverage is available
• Responds to inquiries from patients, physicians, employees and other callers/customers regarding referrals, appointments and services within HFHS. Accesses electronic medical record as needed for resolution
• Collects and scans all patients’ data and documentation into the system(s)
• For select outpatient services, transcribes incoming orders when received from community physicians
• Corrects Patient Class and/or Accommodation code, when appropriate, in an effort to ensure proper billing of services
• Assists with bed placement or Event Management corrections, as needed
• Works assigned work queues according to department standard operating procedures, process and protocol
• May complete release of medical record information to other healthcare facility for continuity of care.
• Performs all aspects of cash collections according to corporate policies and protocol.
• Assists department leads or supervisors with the training of new employees.
• Communicates HFHS compliments/complaints to supervisor/manager for recognition and/or resolution
• Reads email periodically throughout the day and reviews other written sources to keep up to date on all communication/changes within the Patient Registration Services departments.
• Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission or other accreditation standards.

Other duties as assigned. Provides World Class Service Excellence to patients:

• Warm patient greeting and closing. (AIDET)
• Service Recovery (HEART)
• Adheres to Chief First Impressions Officer (CFIO) standards.
• Maintains Front Desk and Lobby Appearances according to policy.

EDUCATION/EXPERIENCE REQUIRED:

• High school diploma or G.E.D. equivalent required.
• One (1) year of experience related to patient admitting, registration and/or insurance eligibility and verification in a hospital or medical office setting preferred.
• EPIC training/experience preferred.
• Insurance payor systems experience preferred.
• ICD-10 medical terminology experience preferred.
• Strong computer skills and working knowledge of Microsoft Office products.
• Ability to meet or exceed core customer service responsibilities, standards, and behaviors effectively over the telephone, in person and in writing with patients, visitors and clinical/non-clinical staff.
• Must be willing and able to instruct others.
• Ability to perform a variety of tasks in a fast-paced environment with frequent

Under the leadership of President and CEO Wright L. Lassiter, III, Henry Ford Health System is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visit HenryFord.com.

Whether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health System has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.