Patient Registration Representative

Founded in 1873, Dignity Health - Mercy Medical Center is a 186-bed, acute care, nonprofit hospital located in Merced, California. Serving over 150,000 patients annually, the hospital offers a full complement of services including a Level II NICU, heart care, the Mercy Cancer Center, and a family birth center. Additionally, Merced Medical Center has been recognized as an LGBTQ+ Healthcare Equality High Performer by the Human Rights Campaign Foundation and is a Joint Commission-certified Primary Stroke Center.

One Community. One Mission. One California 

As our Representative, Patient Registration, you will play a crucial role in ensuring a positive patient experience while facilitating the essential registration process.

Every day, you will employ excellent customer service skills to guide patients through registration, ensuring a positive experience from their first interaction. Your primary duties involve accurately identifying patients, collecting thorough demographic data, obtaining and verifying insurance information and benefits, and determining and collecting patient financial liability. You will be responsible for referring patients to the Patient Registration Specialist as needed for financial counseling or clearance, adhering strictly to organizational policies for resolving patient financial liability.

To be successful in this role, you will possess proven experience in patient registration, customer service, or a related administrative role, preferably within a healthcare setting. You will demonstrate exceptional interpersonal and communication skills, capable of empathetically handling patient inquiries and confidently explaining complex financial and policy information. Meticulous attention to detail, accuracy in data collection, and a strong understanding of insurance verification and patient financial responsibilities will be essential in ensuring appropriate reimbursement and a smooth patient journey.

Registration:

• Maintains up-to-date knowledge of specific registration requirements for all areas, including but not limited to: Main Admitting, OP Registration, ED Registration, Maternity, and Rehabilitation units. Ensures complete, accurate and timely entry of demographic information into the ADT system at the time of registration.
• Meet CMS billing requirements for the completion of the MSP, issuance of the Important Message from Medicare, issuance of the Observation Notice, and other requirements, as applicable and documenting completion within the hospital's information system for regulatory compliance and audit purposes.
• Collects and enters required data into the ADT system with emphasis on accuracy of demographic and financial information in order to ensure appropriate reimbursement.

Verification, Authorization, and Compliance:

• Follows approved scripting, verifies insurance benefits on all patients registered daily by using electronic verification systems or by contacting payers directly to determine the level of insurance coverage. Thoroughly and accurately documents insurance verification information in the ADT system, identifying deductibles, copayments, coinsurance, and policy limitations.

Financial Processing and Assistance:

• Understands and follows the Delay/Defer procedure and immediately escalates accounts that do not meet financial clearance standards to Patient Registration leadership.
• Explains the Payment and Billing Assistance Program to all patients regardless of financial concerns or limitations. Refers patients to Patient Registration Specialist as appropriate.
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• Minimum 1 year of experience working in a hospital Patient Registration department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle-related roles, and
• Experience in requesting and processing financial payments, or applicable education and/or training, can be used to balance a lack of experience

Preferred

• Knowledge of charity programs as well as the various government and non-government programs