About this 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
Licenses and Registrations:
• Required: None
• Preferred: None
Certification(s):
• Required: None
• Preferred: None
BENEFIT SUMMARY
• Competitive health and dental insurance options
• Flexible paid time off to balance work and life
• Retirement plan with immediate vesting and employer match
• Discounted membership to our state-of-the-art fitness facility
• Generous tuition reimbursement
• Employer provided life and disability insurance
• Free parking at facility
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