Patient Registration Specialist - Admitting

ProMedica's Mission is to improve your health and well-being. That's evident the minute you walk through the doors of ProMedica Defiance Regional Hospital. Located about 60 miles southwest of Toledo in Defiance, Ohio, our facility was constructed in 2002 and designed to promote a healing environment. It also has state-of-the-art technology and private rooms that feel like a home away from home.

Being a community-based hospital, we also have a professional office building where you'll find many primary and specialty doctors. In addition, we're a critical-access hospital and accredited by the Joint Commission, the industry leader in setting healthcare standards. We're also an accredited Chest Pain Center and Level III trauma center.

Registers/pre-registers patients to receive medical services in clinic, laboratory, inpatient, outpatient or emergency department. Obtains demographic information, validates insurance, and receives/post payments. Adheres to necessary regulatory requirements. Answers and/or refers questions received from patients, visitors, and staff to appropriate department. Performs various related clerical functions. Always shows respect and value for our customer and projects an image of professionalism.

Accountabilities/Performance Standards

• D. Offers assistance to co-workers to ensure completion of all assigned duties as necessary.
• A. Complies with changes in duties and assignments in a positive and cooperative manner.
• B. Adjusts to peaks in workload: demonstrates flexibility and adaptability to change.
• Maintains current knowledge of insurance requirements communicated by email, memorandum, educational matrices and in-services.
• Perform a variety of face-to-face registration, pre-registration, walk in outpatient scheduling, and collection functions for all patients including self-pay patients.
• Escorts customer/employees to their requested location when possible. (Site Specific).
• Other duties as assigned.
• Manages time effectively to perform complete registration questionnaires while meeting departmental productivity standards in compliance with system productivity policies. Uses time to complete other departmental duties when patients cannot be registered.
• Seeks assistance from Financial Counselors when needed to maintain patient flow while resolving financial issues. Communicates effectively with service delivery areas when unresolved financial issues threaten appointment schedules.
• C. Completes assignments in appropriate time frames.
• Functions as a team member to organize and prioritize responsibilities to complete daily work requirements:
  • a. Complies with changes in duties and assignments in a positive and cooperative manner.
  • b. Adjusts to peaks in workload: demonstrates flexibility and adaptability to change.
  • c. Completes assignments in appropriate time frames.
  • d. Offers assistance to co-workers to ensure completion of all assigned duties as necessary.
  • e. Performs duties in a self-directed manner with minimal supervision or direction.
• Maintains high attention to detail by reviewing all work for completeness and accuracy in compliance with system quality assurance policies. Completes registrations to meet department accuracy standards for error-free work as demonstrated on the monthly KPI (Key Performance Indicators).
• Assist management with training new staff as necessary.
• Independently review assigned reports/work queues to ensure goals and deadlines are met.
• Immediately approaches a customer or employee who seems lost and offers assistance.
• Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all department customers (patients, physicians, visitors and other healthcare team members).
• Respects the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights.
• Assists patients at time of service with general benefit and financial responsibility inquires and posts payments to patient accounts as appropriate.
• E. Performs duties in a self-directed manner with minimal supervision or direction.
• Contacts patients via phone for necessary information pertaining to registration, billing and financial responsibility via our pre-registration process.
• Takes ownership of a customer’s problem. Ensures the matter is resolved in a timely manner if able or exculpate to the appropriate department.
• Understand basic Registration processes and provide feedback to management on issues that impede timeliness or quality of Registration and work with management to resolve.
• Utilize electronic insurance verification system to verify insurance benefits and determine copay and/or coinsurance for the patient’s services; ask all eligible patients for copay and/or coinsurance to meet monthly Point of Service goals.

• Excellent communication and negotiation skills to interact with patients and guarantors to explain payment and billing policies and persuade patients to settle account balances.
• Provide excellent customer service to all customers internally and externally while demonstrating ProMedica’s values of compassion, innovation, teamwork, and excellence.
• Type accuracy of 85%.
• Must be able to complete 4-5 weeks of full time training, Monday thru Friday 8 a.m. - 5 p.m. or 9 a.m. - 6 p.m.
• Effective interpersonal skills.
• Experience with a computer database program preferred.
• Previous experience in registration, credit/collection or billing, in a healthcare setting is preferred.
• Demonstrate the ability to accurately and independently solve problems.
• Ability to move about and between workstations.
• Input and retrieve information from computer.
• High school diploma or GED.

ProMedica is a mission-based, not-for-profit integrated healthcare organization headquartered in Toledo, Ohio. For more information, please visit www.promedica.org/about-promedica

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact [email protected]

Equal Opportunity Employer/Drug-Free Workplace