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Memorial Health Ohio · 1 day ago

Team Lead | Registration, Full Time, 2nd Shift

Marysville, OH

Full-time

Onsite

Entry, Mid Level

2+ years exp

Memorial Health Ohio is seeking a Registration Team Lead to join their collaborative team. The role involves performing registration duties, managing switchboard operations, and ensuring a positive patient experience while overseeing registration staff and processes.

Health CareHospital

Growth Opportunities

Responsibilities

Cross trained to perform all registration and switchboard duties, performs patient registrations, flexes working location and scheduled working hours (1st, 2nd and 3rd shift) as needed

Utilizes mobile carts to perform registration functions in patient rooms

Registers for after-hours and weekend outpatient services

Responds to code-blue pages and assists with BLS as needed

Provide First Report of Injury (FROI) relevant to worker’s compensation claims

Notifies Billing Office of Veterans Administration (VA) ED admissions

Notifies clinical staff of specific considerations, including but not limited to, legal guardians, drug screen testing requirements, patient needs and accommodations

Processes emergent or urgent direct inpatient/observation/obstetric treatment room admissions

Retains account paperwork of all inpatient/observation/OB admissions

Completes quality audits validating payer eligibility and applicable forms

Communicates timely and efficiently to admissions staff regarding any outstanding Registration tasks or documentation required for patient admissions

Operates hospital switchboard system to receive and/or relay incoming, outgoing and internal calls; responds to inquiries and provides general information to public

Uses best efforts to answer all calls within three rings

Ensures complete routing of Switchboard calls to the Emergency Department Guest Advocate when registering patients in ED rooms

Updates Switchboard database with changes as appropriate

Pages authorized personnel including physicians; makes necessary announcements over intercom system; maintains logs as appropriate

Alerts surgery team when necessary and keeps accurate records in the after-hours notification of surgery team log

Closes the loop by notifying the unit and provider once all individuals involved with the surgery team have been contacted

Ensures prior-authorization has been obtained by responsible departments/offices and is recorded accurately within the hospital EMR system

Communicates timely and effectively with other departments and offices if prior authorization information has not been received or recorded prior to the date of service

Utilizes sign-in system at greeter desks, while ensuring patient privacy for those who sign in

Serves as the primary contact for registration staff issues, questions or concerns

Escalates staff or department concerns to the Registration Supervisor

Ensures all functions of the registration process are completed accurately and timely to support positive patient experiences

Identifies problems with application functionality, investigates issues, and work to resolve problems through the submission of help desk tickets

Assists Registration Supervisor to ensure Hospital and departmental policies and procedures are followed

Assists with the creation and necessary updates to staff schedules, ensures staffing is maintained throughout all registration areas

Ensures staff lunches/breaks are completed and department coverage is arranged

Organizes staff meeting department coverage, during the meetings records staff attendance, records staff meeting minutes, provides to the Registration Supervisor for review prior to distribution

Monitors department supplies, submits department supply orders to Registration Supervisor for approval

Serves as the department representative/trainer for Hospital new volunteers

Enrolls/deactivates revenue cycle users in registration web-based tools such as Ohio MITs, MyCGS, OHTrack and insurance discovery

Assists with Revenue Cycle specific special projects as requested by the Registration Supervisor / Manager

Cross-trains and develops an understanding of scheduling practices

As a Super User, assists with ongoing training and education for all Registration areas and switchboard

Identifies the best methods to train individual staff and modifies the training approach as appropriate

Attends monthly IHIS Super User training sessions, distributes updates as appropriate

Maintains a monthly registration accuracy and MSPQ completion rate at or above the departmental standards

Reviews IHIS Registration Scorecard Dashboard daily to review and correct registration errors within the set grace-period

Performs peer audits of registration accounts for veteran and new staff; corrects critical errors and provides staff timely feedback on audit results

Reviews accounts for any incomplete documentation

Contacts patients to complete registration via telephone if necessary and sends required documentation via certified mail if needed

Reviews and routinely works registration error workqueues within IHIS

Notifies the Registration Supervisor of any problematic trends in registration quality reviews

Conducts interviews with patients on the telephone and/or in person to gather pertinent registration information including demographic, financial and guarantor information, travel screenings, MyChart activation and simultaneously inputs information into the Hospital Information System (HIS) during the patient interview

Contributes to the financial effectiveness of the Hospital by obtaining and/or reviewing scanned Medicare, Medicaid, and third-party insurance cards along with patient or patient representative photo identification

Secures patient or patient representative signatures on required forms including consent to treat, financial policy, patient rights and responsibilities and HIPAA notice of privacy practices

Provides appropriate forms to admitted patients, including Medicare outpatient observation and notice of non-discrimination notice (MOON) form, Medicare Important Message (IM) and Newspaper Release Birth Announcements

Completes verification of patient insurance plan eligibility and benefits utilizing the Hospital based eligibility system or web-based technologies

Identifies patients by verification of three primary identifiers

Avoids duplicate medical records (DMR) creation and reports duplicates as appropriate

Prints patient labels, facesheets, insurance cards and wristbands for designated service areas

Completes downtime procedures during unexpected or planned system downtimes

Ensures hardcopy forms are stocked and assists with downtime recovery process

Collects pre-service payments copays, and prior balances as appropriate, posts payments to accounts and provides receipt of payment to patients

Close and balances cash drawers daily, generates deposit slips from the system for cash and/or check payments

Notifies supervisor of any discrepancies in cash drawer reconciliation

Provides HCAP applications to self-pay patients and per patient request

Creates and provides patient estimates in accordance with the No Surprise Act (NSA) and upon patient request

Screens patients for presumptive Medicaid, submits applications on behalf of patient

Demonstrates a high level of commitment to patient experience and professionalism

Provides friendly and appropriate greeting and farewell to all patients and visitors entering and leaving Memorial Health’s Hospital facilities

Demonstrates a strong representation of Memorial Health’s values through attitude, actions and communication with others

Displays enthusiasm while applying quick thinking and resourcefulness in providing assistance to a variety of patient and visitor needs

Receives patient concerns and complaints and provides resolution for readily resolved issues and escalation for more in-depth issues as appropriate to assist with service recovery

Ascertains any specific patient and visitor needs, including but not limited to wayfinding, obtaining wheelchairs, arranging for interpreter services, facilitation of transportation needs

Monitors the overall appearance of Registration lobby areas and entrances

Contacts appropriate hospital departments (Housekeeping, Maintenance, etc.) to promptly resolve facility cleanliness or maintenance issues

Provides Registration Supervisor / Manager process improvement ideas to improve overall patient experiences

Assists with on-call, included in weekend and major Holiday on-call rotation

Provide on-call reports to the Registration Management team following completion of the on-call time period

Demonstrates regular and predictable attendance

Attends all mandatory education and in-services (i.e., team training, safety, infection control, etc.); completes mandatory health requirements

Employee performs within the prescribed limits of the hospital’s and department’s Ethics and Compliance program and is responsible to detect, observe and report compliance variances to their immediate supervisor, or upward through the chain of command, the Compliance Officer, or the hospital hotline

Performs other duties as required or assigned

Assists co-workers with duties as workload dictates

Qualification

Hospital registration experienceBLS certificationHospital information systemsMedical terminologyMicrosoft WordMicrosoft ExcelPatient experienceCommunication skillsTeam leadershipProblem-solving