Patient Registrar Iii-Las Estancias Urgent Care

At Presbyterian, it's not just what we do that matters. It's how we do it - and it starts with our incredible team. From Information Technology to Food Services and beyond, our non-clinical employees make a meaningful impact on the healthcare provided to our patients and members.

How you belong matters here. We value our employees' differences and find strength in the diversity of our team and community.

Summary:

• The Registration Services Associate III acts as the Experience Ambassador and directs the exceptional experience for patients, families and visitors in Presbyterian Medical Group Clinics.
• The exceptional experience begins in the lobby which is the domain of the Ambassador.
• The Ambassador assists, mentors, and encourages use of Kiosk technology for patient registration functionality.
• Accuracy of data capture to reduce denials is paramount.
• Secure financial payment at time of service including co-insurance, copayments, residual balances, self-pay and deductible monies due.
• Illustrate insurance contract requirement knowledge and use of tools to respond to provider network questions
• The Ambassador welcomes patients and visitors by facilitating registration, wayfinding, and concierge customer service.
• The Ambassador responds to all walk in inquiries; et.al; form or prescription pick-up, information regarding scope of practice, acquiring a PCP at the location, scheduling inquiries, release of information HIM requests, and message management as examples.
• The Ambassador is trained in responding to patients in distress and immediately alerting clinical the staff while comforting the patient as clinicians arrive.
• Ambassadors round on consumers offering information on possible delays, transport assistance and see to their needs by offering personal attention.
• The Ambassador understands all patients are consumers and their exceptional experience is reflected in outcomes.
• Ambassadors role model CARES Behaviors and live the Presbyterian Promise.

Part Time (.45 to .89) - Exempt: No
Job is based PMG - Las Estancias
Work hours: 12 Hour Days

High school or equivalent
Experience:
Two years experiences in Healthcare or customer service field with significant customer service experience. Must be able to demonstrate competency in scheduling and registration. Must pass all EPIC competencies within 30 days of hire or upon completion of Epic Clerical Training class.
Abilities:
Requires general knowledge of the customer encounter process which may include scheduling, registration, contract requirements, financial guidelines, coordination of services and billing process in terms of what and how work is to be done as well as why it is done.
Professional Requirements:

• Pass annual competency exam for all areas of responsibility.
• Attend Quarterly MSO meetings.
• Attend Staff meetings
• Attend Employee Forums

Customer Service and Caring Practices:

• Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.
• Adjust to the personality of the consumer while maintaining healthcare compliance guidelines and patient safety.
• Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times.
• First line resolution to assist consumers with concerns.
• Monitor and maintain the lobby waiting areas for cleanliness and to offer comfort cart rounding to the patients and families. Keep patients informed of delays.

Encounter Components:
Performs the patient registration process. Manage the accurate collection of patient data which includes but is not limited to;
**Kiosk concierge performance
**Demographic data
**Insurance critical elements
**Use of on-line tools to validate eligibility and provide estimates as requested.
**Provides informed dialogue with patients and patients representatives regarding E-signature documents, offering printed copies at each interaction.
**Able to answer questions regarding hospital and departmental operation, polices and procedure including but not limited to Provider Based Billing.
**Knowledge command of in-network dependencies with multiple payors.
**Responsible for routine maintenance and cleanliness of the Kiosk. Immediately opens tickets for any downtime and escalates to MSO or other site leadership.
Patient Access:

• Schedules patient appointments according to guidelines by providing documentation of scheduled appointments, procedural instructions and location directions.
• Follows team and same day appointment guidelines.
• Monitors daily patient schedule for accuracy, anticipate errors and take corrective action.
• Identifies no show patients and uses EOD status. Follows No-Show workflows to take appropriate step for notifying the patient and/or the clinical team as to the patient s status.
• Manage patient relations in regard to late arrival for pre-scheduled appointments. Explore all options to resolve the situation while maintaining effective and customer focused communication.
• Provide customer service to our patients and their visitors before, during and after their appointment or interaction with Presbyterian Medical Group. This may include pre-registration activities

Financial Accountabilities:

• High accuracy at registration to drive first pass yield on claims and reduce rework.
• Follows PMG cash handling policies and balances daily
• Obtaining a prior authorization, referral and prior notification when applicable
• Collects identified patient financial obligation amounts including residual balance, if applicable.
• Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center

Message Management:

• Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care.

Medical Record Components:

• Instructs patients on the Release of Information process and insure a fully completed ROI Form is submitted to Health Information Management.
• Follows workflows to obtain incoming records, documenting receipt and preparing for scanning into the electronic health record.
• Facilitate paperwork completions for patients. Communicate effectively, document and follow pre-determined workflows. Items may include; Prescriptions, Handicap Placards, Disability Forms

Patient Relations

• Manage patient relations in regard to late arrivals for pre-scheduled appointments. Explore all options to resolve the situation while maintaining effective and customer focused communication.

Patient Safety

• Respond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manger to alert the clinical team. Assist in any manner the clinic team directs.
• Ensure registration area, waiting area and walkways are clear of any unnecessary items and are clean and neat.
• Report any concern that may create a safety issue.

Quality Improvement:

• Perform assigned patient care responsibilities, which may include:

**Overdue result letters
**Appointment reminder calls
**Rescheduling
C.A.R.E.S Behaviors:

• Demonstrates CARES behaviors of Collaborate, be Accountable, Respect, Engage and Serve to all whom you encounter.
• Look for ways to improve efficiency, communication and customer service
• Communicate effectively to patients, peers and site leadership.

Learn more about our employee benefits.

Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 13,000 employees - including more than 1200 providers and nearly 3,500 nurses.

Our health plan serves more than 640,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

Our culture is one of knowing and respecting our patients, members, and each other. We capture this in our Promise and CARES commitments.