Job Summary With a patient-centered culture, the registration representative provides a welcoming and professional first impression to patients and visitors at Mon Medical Center ambulatory clinics. This role is responsible for accurately completing the full patient registration process, answering phones and supporting daily clinic operations to ensure efficient patient flow, accurate billing, and high-quality patient care. As the first point of contact, the registration representative plays a critical role in delivering an exceptional patient experience. With a patient centered culture, the Registration Representative provides a positive experience for our patients and customers through performing the patient registration process. This role serves as the first encounter in providing an exceptional patient experience and is crucial to the accurate admission, billing and patient care process at Mon Health. Responsibilities Scheduling & Coordination

• Accurately obtains, verifies, and enters patient demographic, insurance, and financial information in the patient medical record Schedules, reschedules, and cancels appointments accurately as needed; may be required to perform reminder calls and missed appointment follow-up.

Schedules any needed return appointments Prepares and processes any required packets or forms, providing explanation as needed. Verifies insurance eligibility, obtains authorizations when applicable, and supports front-end financial processes, including co pay collections, cash handling and deposits. Patient Experience

• Provides courteous, respectful, and professional service to patients, families, and visitors. Serves as the first impression of the clinic, demonstrating empathy, active listening, and cultural sensitivity. Responds to patient questions and concerns and assists with conflict resolution in alignment with organizational standards. Communication & Collaboration
• Answers multi-line phones and functions as the clinic operator.
• Communicates effectively with clinical staff and providers to support patient flow and clinic efficiency.

Communication methods may also include teams, email and EHR messages. Escalates issues and concerns to leadership in a timely and appropriate manner Works closely with the PASC and clinic leader to achieve registration related goals and initiatives. Responsible for coordination of care tasks including obtaining medical records, routing documents for review and signature, faxing and scanning.

Knowledge, Skills & Abilities:

• Strong organizational and time management skills Attention to detail and accuracy
• Excellent communication and customer service skills Ability to multi-task in a fast-paced environment Customer Service Ensures that patients, family members and customers are given exceptional service during their patient registration process.

Takes actions to resolve patient conflicts in a manner that is best for the organization and the individual(s) involved. Speaks in a clear and concise manner, selects the right tone and displays appropriate body language for the situation and audience while demonstrating active listening skills. Demonstrates an awareness of, and sensitivity to, the needs and concerns of individuals from different cultures. Job Skills Possesses sufficient skills to perform the job in an efficient and effective manner. Can demonstrate skills and knowledge in day-to-day situations, including the use of equipment associated with job responsibilities. Performs patient care tasks including, but not limited to: Answering multiple phone lines; money handling and cash posting; insurance verification and authorizations; obtaining patient information and documenting patient data in the electronic health record and other required systems. Time Management Meets productivity standards that have been established for the position and/or department. Prioritizes multiple tasks. Completes assignments per protocol or as directed. Embraces new and innovative approaches that will improve efficiency. Understanding Roles and Responsibilities Takes responsibility for clarifying job responsibilities, including the need to understand performance standards and other expectations. Communicates with supervisor regularly to ensure that there is no misunderstanding about how performance will be measured and how expectations relate to the job. Seeks clarification as needed or when responsibilities are not understood. Willingly accepts change. Knowledge, Skills & Abilities

• Performs other duties as assigned to support clinic operations and patient care. Experience
• Prior experience in customer service preferred

Physical Requirements Medium Work:

Exerting up to 50 pounds occasionally, up to 20 pounds frequently, and up to 10 pounds constantly. Requires frequent sitting, standing and walking. Medium WorkExerting up to 50 lbs. of force occasionally and/or up to 20 lbs. of force frequently and/or up to 10 lbs. forces constantly. One (1) year experience in a healthcare office or hospital setting preferred. Previous customer service experience preferred; Experience with computers and handling multi-line telephones desirable. Education High School Diploma or GED (Required) Credentials Basic Life SupportBasic Life Support (BLS) certification must be obtained during probationary period

Work Schedule:

Varies Status:

72 hrs per pay

Location:

Mon Marion Neighborhood Hospital Location of Job:

WV:

White Hall:

Mon Marion Neighborhood Hospital Talent Acquisition Specialist:

Mystee D. Carter mystee.carter@vandaliahealth.org