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.
Full-time (80 hours biweekly) Weekdays, night shift Every-other weekend and rotating holidays 8's and 12-hour shifts General Summary Assists with initial triage and assessment, provides clinical oversight, facilitates the admissions process and serves as a resource about internal and external services. Assists with security and patient behavioral management, and provides crisis intervention services.
Duties and Responsibilities Essential Functions:
Triages requests for service, providing prompt assistance to all requests in relation to their urgency. Documents all requests for service using computerized inquiry functions. Maintains a knowledge base of insurance/managed care processes related to pre-certifications and authorizations, and completes these as required. Utilizes a structured interview tool to conduct an in-depth clinical assessment, and documents this using approved WellSpan Philhaven evaluation forms. Determines appropriate level of care based on the client's history, psychosocial history, clinical presentation, and funding situation. Instructs and assists the client and client family in completing all necessary paperwork, and witnesses signatures as necessary. Works cooperatively with program staff to transition the client to the program, and participates in the conference call with the psychiatrist as necessary. Provides a summary of pertinent clinical information and special needs as a part of this process. Interacts with all clients and family members with an awareness of confidentiality requirements and patient rights issues, and sensitivity to the client's and family's level of distress and needs. Assists licensed individual practitioners with initial assessment of patients as they enter triage services; including dictation of assessment activities. Completes all necessary procedures and/or documentation to have treatment authorized by 3rd party payers. Completes all necessary procedures and /or documentation necessary to refer patients to other levels of care when appropriate, and / or to other types of service when needed. Communicates with and coordinate care with other providers or agencies who may be working with the patient including, but not limited to, the primary care physician, the school, Probation & Parole, Children & Youth, attorneys, clergy, and so forth. Provides support to and assists Counselors in problem solving to determine a preferred course of action in dealing with difficult situations. Maintains an awareness of community resources and provides this information to clients as requested. Serves as an initial contact for internal emergencies, administrative concerns, and public relations issues, and directs these contacts to the appropriate WellSpan Philhaven staff. Maintains an awareness of campus security issues, conducts security rounds and campus drive-through as scheduled, and communicates with other WellSpan Philhaven staff as necessary. Maintains an awareness of WellSpan Philhaven's admission criteria and the Mental Health Procedures Act, and serves as a resource for other WellSpan Philhaven staff concerning appropriateness for admission and mental health legal requirements. Maintains a knowledge base of behavioral management techniques and assists in behavioral management emergencies throughout the campus. Completes training as a designated Mental Health Delegate to initiate involuntary commitments as needed. Completes necessary training and provides telephone crisis services when primary Crisis Intervention Counselor is not available. If requested to do so, completes the necessary training and serves as a primary Crisis Intervention Counselor when required. Performs hospital security and safety duties in line with guidelines outlined at the basic training level of the International Association of Healthcare Safety and Security.
Qualifications Minimum Education:
Master's Degree Required Work Experience:
2-years Psychology, social work, or related experience.
Required Driver's License Statement:
Must possess a valid driver's license in the current state of residence. Driving record must meet requirements established by WellSpan Risk Management.
Knowledge, Skills, and Abilities:
Requires interpersonal skills, both verbal and listening, to manage patient admission interaction, and to advise, counsel, and lead employees in compliance with policies. Ability to provide counsel on sensitive patient matters and act in a public relations capacity on various issues is required. Analytical ability is required to determine appropriate solutions to crisis calls and service inquiries. Visual ability to review and prepare written information and to observe patient behavior is required. Knowledge of and ability in the care and handling of patients in all age groups is required, including consideration of the special needs and behaviors of children, adolescents, adults, and older adults.
Benefits Offered:
Comprehensive health benefits Retirement savings plan Paid time off (PTO) Education assistance Financial education and support, including DailyPay Expanded Paid Parental Leave For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)
