A Registrar or Patient Service Representative provides direct assistance to patients at a health care or long term care facility. Answers questions and helps resolve complaints; provides liaison with health care providers; may assist with coordinating appointments or addressing billing or insurance issues.
Basic Function and Responsibility Provide clinic operational support to a complex multiple physicians' practice in an adult and pediatric, ambulatory care setting to the West Shore Urology. Participate in a rotation of all jobs including check-in, check-out, cash collection, and cash reconciliation. Jobs include direct public contact, detailed complex patient scheduling via the Cadence/EPIC scheduling system, and coordination and scheduling of outside referrals and diagnostic testing. The position includes the responsibility of verifying accurate insurance, guarantor, primary care and referring physician information. Individual is responsible for verification and updating accurate patient demographic information. All verification and updating duties must be performed real time, during the patient visit either directly by the Patient Services Assist or via assistance from the Registration Department. This position is responsible for working insurance authorization denials and appeals, obtaining authorizations for surgeries at non-UM facilities, and obtaining authorizations for medications. Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff within a team setting. Duties Schedule new and return patient visits determining appropriate clinic provider based on specified standards. Schedule clinic visits, diagnostic services and ambulatory procedures for patients. Verify insurance and guarantor information; if a change is warranted, stop the check-in process and route patient to Registration. Verify and update patient demographic, primary care, and referring provider information in real time as part of the check-in process. Work insurance authorization denials and appeals, scheduling Peer-to-Peer appointments with the providers as warranted. Obtain authorizations for surgeries performed at local non-Michigan Medicine facilities. Obtain authorizations for medications. Maintain Q-Genda schedules for WSU providers. Contact and reschedule patients' appointments due to provider unavailability. Inform patients of necessary preparations prior to visit or test in accordance with established guidelines. Collect cash and credit card payments from patients using established guidelines to determine patient pay portion and provide receipt of payment. Recognize when it is appropriate to refer patients to Patient Financial Counseling to set up payment plans or to follow up on questions regarding billing statements. Reconcile clinic cash collections daily, according to specified clinic standards. Image designated documents into the MiChart system such as procedure consents. Verify that entry process of imaging was successful. Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement. Active participation in LIDW includes identification of problems and submission of ideas for improvement to address problems, participation in daily huddles, and the use of structured problem solving, in a team setting, to address more complex problems. Other Duties as assigned. Minimum Qualifications High School diploma or an equivalent combination of education and experience is necessary. Knowledge of PCs and desktop software with accurate typing speed of 40 wpm. Basic experience with e-mail systems. Demonstrates friendly and warm face-to-face demeanor with a clear, well-modulated speaking voice, ability to provide direct eye contact, and demonstrate kindness and respect to our patient population, faculty, and staff. Strong interpersonal and communication skills are necessary. Ability to manage stress effectively.
Job Type:
Full-time Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance
