About The Role

Looking to be part of a team that provides extraordinary healthcare from the heart? You Belong Here.
Schedule: M, T, W 8:00a to 3:00p; F 6:45a to 3:45p

Holiday Rotation: None

Weekend Rotation: None

On Call Requirements: None

POSITION SPECIFICS

Title: Registration Specialist – Wellspring
FTE: 0.7 FTE (28 hours week)
Schedule: Monday, Tuesday, Wednesday 8:00a - 3:00p; Friday 6:45a - 3:45p

Holiday Rotation: None

Weekend Rotation: None

On Call Requirements: None

POSITION SUMMARY

The Registration Specialist, under the supervision of the Supervisor-Patient Access, provides exceptional customer service by serving as the frontline ambassador of service between the patient and the clinic. The Registration Specialist ensures a positive patient experience from the time a patient accesses the system.

POSITION TECHNICAL RESPONSIBILITIES

Customer Service Responsibilities

Immediately welcome patients and their family members on the phone and in person with a warm greeting. Use the patient’s name throughout the encounter, make eye contact and close every encounter warmly.
Answer the telephone within 20 seconds (4 rings) and use the appropriate greeting to include: the clinic, your name and an offer to assist.
Use professional and courteous language and maintain a positive tone in every encounter with both external and internal customers. Actively listen to patients to best meet their needs, while showing empathy.
Keep patients informed of any delays in the process.
Take responsibility for the encounter and received calls, including transfers to internal departments.

General Duties

Strive to understand and meet the needs of the patient when multi-tasking, switch gears quickly when checking in, collecting payments, scheduling, rescheduling, coordinating multiple appointments and canceling appointments.
Schedule appointments for patients by following individual provider protocols and workflows to ensure accuracy in scheduling.
Ensure that each patient is scheduled with the appropriate provider based on the reason for their visit.
Verify patient information and demographics upon check-in.
Enter complete, accurate phone messages in the computer and send to appropriate clinical staff.
Maintain daily and future provider resource schedules, including schedule maintenance requests (i.e. opening, closing or changing a schedule) to ensure the provider is scheduled for the correct location and time.
Complete consult referrals and informs patient of those appointments.
Understand and follow the proper steps to search for a patient record and set up of new accounts. Validate, verify or add insurance, including third party insurance.
Stay current on Registration workload.
Ensure that necessary questionnaires are completed for patient visits.
Follow appropriate guidelines and update appropriate clinical team for situations when a patient cannot be seen (i.e. late patient, terminated patient, insurance coverage not accepted, red flag issues)
Perform cashiering functions including the collection of co-payments and self-pay balance payments as well as balancing the cash drawer daily, voiding payments as needed and researching issues prior to closing.
Keeps current with all process changes.
Maintain confidentiality of patient information.
Maintain a neat, clean and professional work area. Keep patient waiting areas cleaned, organized, and with current resource materials.
Adhere to departmental expectations (i.e. attend required meetings; participate in quality and process improvement projects, service recovery).
Cross train and staff other clinics as needed.
Perform other duties as assigned.

POSITION REQUIREMENTS

Education

Required: None
Preferred: High school diploma or equivalent

Experience

Required: 1 year customer service, reception, or business experience
Preferred: 2-3 years of customer service, reception, or business experience and previous healthcare experience in a medical clinic