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Patient Access Registrar

Foremost Family Health Centers
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JOB SUMMARY:         

The Patient Access Registrar (PAR) is responsible for patient registration, insurance verification, collection of patient point of service payments, scheduling, patient communication, and other related tasks. While each PAR will be assigned regular daily tasks, each person functioning in this role will be cross-trained to serve in any of the roles in Patient Access.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Patient Registration, Sliding Fee Determination, Insurance Verification, Cash Collections 

  • Obtain required documents to register new patients, update existing patient information, and conduct accurate sliding fee discount determination, based on required documents.  Provide brochures and required documents to patients.
  • Enter all required financial and clinical information into software programs.
  • Verify insurance, add secondary and specialty insurance plans (e.g., behavioral health) to patient records, and ensure services are billed to the correct plans.
  • Assist Finance Office in working denials and correcting patient records.
  • Collect cash, credit, and other forms of payment with required back up documentation.
  • Close out cash drawers daily and follow cash reconciliation procedures.
  • Secure assets at all times.

Access to Care, Patient Experience

  • Greet patients and visitors in a prompt, courteous, and helpful manner. 
  • Contact referred patients and/or patients due for services and schedule appointments. Manage assigned referral inboxes in the electronic health record.
  • Assist patients and providers with telemedicine and digital check-in logistics.
  • Contact no-shows and reschedule.

Phone Calls 

  • Promptly, accurately, professionally, and courteously receive 100% of all telephone calls and visitors.
  • Promptly, accurately, professionally, and courteously assess 100% of received calls/inquiries and direct and/or record and relay messages.
  • Adept at using all features of the telephone system and voice mail.

Staff Communication

  • Communicate with assigned providers and staff to ensure each patient is greeted and checked in for care appropriately.

Scheduling Appointments

  • Schedule appointments according to scheduling protocols. 
  • Block schedules and open schedules as assigned by management (PAR III).
  • Coordinate patient appointments in an effort to achieve maximum visits per day. 
  • Schedule appointments per provider request through the Athena tickler.
  • Contact patients daily to remind of and confirm appointments, complete pre-registration tasks, and gather updated insurance information.
  • Answer telephones, screen, document, and route calls to appropriate destination. 

Check Out

  • Collect patient payments and schedule return appointments.

General Duties

  • Sign for deliveries when necessary and notify recipients.
  • Receive incoming packages/mail, verify contents and contact appropriate staff members for receiving / pick-up.
  • Work with housekeeping staff to ensure waiting areas are maintained and cleaned at all times. Wipe down counter, pens, and devices between patients.
  • Participate in a team-based model of care that promotes coordination of care for our patients. Care is patient-centered and follows evidence-based guidelines.

Patient Flow

  • Identify incoming patients with acute needs and immediately notify Nurse Triage and/or Patient Access Supervisor of the concern. 
  • Direct patients to appropriate registration / check-in area.
  • Monitor and optimize provider schedules. Maintain awareness of patient wait times and provider schedules to ensure excellent patient experience.
  • Problem solve, as much in advance as possible, rescheduling needs.
  • Respond to requests for information regarding services available in the organization. 
  • Assist patients in applying for the Sliding Fee Discount Program and/or obtaining assistance from the Patient Services Specialist(s).
  • Screen visitors to clinic, assuring property security and infection control. 
  • Assure all visitors are escorted to service areas beyond reception rooms. 
  • Maintain visitor sign in log and name tags.
  • Work closely with providers and clinical staff to maximize patient flow. 

Safety & Security

  • Secure all equipment and business information daily.
  • Use strategically placed panic buttons only in the case of physical threat or robbery.  All other emergencies shall involve on-grounds City Police Officer or a call to 911.
  • Keep clinic access doors closed and locked at all times.
  • Do not issue codes to anyone unless directed by the COO/CHCO.

Other Related Duties

  • Maintain organized, clean, efficient and confidential work area.
  • Participate actively in Quality Improvement/Quality Assurance and Performance Improvement Program(s) and departmental meetings.
  • Represent FFHC in local meetings as requested. 
  • Other duties assigned by management within the skill level of the employee.

Minimum Qualifications:

High school diploma or GED. Skill in patient access and patient experience. Knowledge of medical, dental, and/or behavioral health operations, including patient registration, insurance verification, and point of service collections.  Knowledge of grammar, spelling and punctuation. Skills in data-entry. When necessary for essential job functions, pass competency test on sliding fee determination, calculation of discounts, reconciliation of cash collections, calculation of averages, percentages, and other math-related tests. 

 

Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction. Ability to sort and file materials correctly by alphabetical or numeric systems. Bilingual English/Spanish preferred and in some roles required.

 

Supervisor

Patient Access Supervisor

Typical Physical Demands and Working Conditions:

The physical and mental demands described herein represent those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requires sitting for long periods of time, working at a computer, and answering phone (high volume calls). Some bending and stretching required. Ability to lift papers or boxes up to 30 pounds occasionally. Requires corrected vision and hearing to normal range. Manual dexterity and eye-hand coordination required for use of calculators, phones, computer keyboards and other equipment. Requires ability to sustain concentration in a noisy and fast-paced environment.

Working Relationships:

All FFHC employees are expected to develop and maintain professional and courteous working relationships with all other employees, patients, visitors, health profession students, vendors, and volunteers of the organization. In addition, FFHC employees are expected to provide courteous and efficient service to health and social service agencies working with FFHC patients. 

OTHER FUNCTIONS

Perform other related duties incidental to the work described herein.

EVALUATION:

The evaluation of work performance will be ongoing and carried out by the Patient Access Supervisor.  It will include specific duties and responsibilities for this position description plus employee attitude and general behavior. Formal evaluations will normally be performed annually, but may be initiated at other times by the CEO, COO or the Patient Access Supervisor.