Address
Form of workJOB SUMMARY
At Houston Methodist, the Pre-Registration Associate position is responsible for pre-registration and pre-service collections tasks for ancillary, diagnostic and surgical services, and for confirming and entering pertinent demographic and insurance information in the Electronic Health Record (EHR). The Pre-Registration Associate employs effective communication skills in all interactions and promotes and adheres to excellent customer service standards.
PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.
HOUSTON METHODIST EXPERIENCE EXPECTATIONS
- Provide personalized care and service by consistently demonstrating our I CARE values:
- INTEGRITY: We are honest and ethical in all we say and do.
- COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
- ACCOUNTABILITY: We hold ourselves accountable for all our actions.
- RESPECT: We treat every individual as a person of worth, dignity, and value.
- EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
- Focuses on patient/customer safety
- Delivers personalized service using HM Service Standards
- Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
- Intentionally rounds with patients/customers to ensure their needs are being met
- Involves patients (customers) in shift/handoff reports byenabling their participation in their plan of care as applicable to the given job
Displays cultural humility, diversity, equity and inclusion principles
Actively supports the organization vision, fulfills the mission and abides by the I CARE values
PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.
PEOPLE - 10%
- Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another achieve optimal department results. (EF)
- Contributes to patient, employee, and physician satisfaction. Proactively presents solutions to resolve access to care issues when possible. (EF)
SERVICE - 25%
- Applies patience and diplomacy to sensitive situations, such as conflict regarding financial responsibility. (EF)
- Confirms registration and insurance data and obtains missing information with the patient or patient guardian/representative. Ensures all Centers for Medicare & Medicaid Services (CMS) regulatory items are completed properly, including Medicare Secondary Payer Questionnaire (MSPQ). (EF)
- Responds promptly to requests by staff, patients, and physicians. (EF)
QUALITY/SAFETY - 30%
- Follows department telephone scripting guidelines when interacting with patients to maintain a high quality of service. (EF)
- Performs and appropriately documents the required number of attempts, according to policy, to contact the patient prior to the date of service to complete pre-registration tasks and collect patient liabilities. (EF)
- Ensures documentation standards are followed and account notations are made in the appropriate system(s) timely and accurately. (EF)
- Completes high-quality work while adhering to productivity standards. (EF)
- Uses safety protocols to properly identify each patient and ensures correct patient identifiers are properly noted in the account and all printed material for their visit. (EF)
FINANCE - 25%
- Collects patient payments and negotiates as needed to meet minimally acceptable patient financial responsibility. If applicable, extends payment plans after receipt of the minimum required payment. (EF)
- Ensures protection of personal information. Adheres to all Payment Card Industry (PCI) compliance regulations. (EF)
- Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members. (EF)
GROWTH/INNOVATION - 10%
- Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow. (EF)
- Participates in various department and/or entity/system-wide projects and activities. Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. (EF)
This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
EDUCATION REQUIREMENTS
o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE REQUIREMENTS
o One year of healthcare experience in registering patients for medical services, contacting insurance providers or verifying insurance
o Collection experience preferred
CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED
o None
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
o Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
o Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
o Proficiency in Microsoft office components (e.g., Outlook, Word) and knowledge of electronic health record software (EPIC preferred)
o Knowledge of Medicare, Medicaid and managed care reimbursement methodologies
o Ability to manage multiple tasks, such as multiple phone calls, at one time
o Basic medical terminology and knowledge of insurance requirements for physician visits and procedures
o Ability to manage a fast-paced environment
o Ability to flex hours and work/day assignments to meet needs related to unanticipated patient volume
o Working knowledge of Current Procedural Terminology (CPT), International Classification of Diseases (ICD)-9 and/or ICD-10 preferred
SUPPLEMENTAL REQUIREMENTS
Work Attire Yes/No
Uniform No
Scrubs No
Business professional Yes
Other (dept approved) No
On-Call* No
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.
Travel**
May require travel within Yes
Houston Metropolitan area
May require travel outside No
of Houston Metropolitan area
**Travel specifications may vary by department.
Please note any other special considerations to this job: __________________________
Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.
The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.
