Registration Representative I

GENERAL SUMMARY/ OVERVIEW STATEMENT: Reports directly to the Registration Team Supervisor under the general direction of the Billing & Accounts Receivable Manager (Registration). The Registration Representative I ensures the accuracy of patient registration in various applications including Epic and IDX; verifies that all charges are appropriately billed to insurance; and corrects any registration or billing problems on all accounts assessed. The registrar utilizes multiple registration and eligibility systems as well as knowledge of medical billing and customer service expertise to resolve patient account registration issues and to maximize professional fee collections. The registrar demonstrates a service orientation which consistently aims at exceeding client expectations and which contributes positively to the greater working environment. The MGPO Professional Billing Office is the central billing office for physician practices affiliated with Massachusetts General Hospital in Boston Massachusetts. PRINCIPAL DUTIES AND RESPONSIBILITIES: Achieve excellence in performance by working collaboratively with others on MGH and MGPO Professional Billing Office initiatives. Supports and demonstrates the values of the Massachusetts General Hospital and the Massachusetts Physicians Organization by conducting activities in an ethical manner with integrity honesty and confidentiality. Demonstrates a positive openminded cando attitude. Represents a team perspective and willingness and enthusiasm to collaborate with others. Follows through on commitments and achieves desired results. Exhibits sound judgment obtains the facts examines options gains support and achieves positive outcomes. Maintain high standards of professional conduct at all times. Represents the MGPO Professional Billing Office at events and projects external to the organization. Enthusiastically promote a cooperative team environment to provide value to all customers. Act as a leader in creating a positive atmosphere within the team. Listen and interact tactfully diplomatically and effectively without alienating others. Account Management Demonstrate competency and a thorough understanding of all Epic & IDX modules. Specific expertise required within the Epic & IDX TES and PCS functions. Navigate patient accounts utilizing the Epic/IDX systems to effectively problem solve issues. Place outbound calls to resolve patient registration issues. Provide cordial courteous and high quality service to callers. Listen patiently and attentively placing customer concerns ahead of self. Understand and practice concern for patients as the ultimate consumers of services. Effectively handle all communications including telephone and email from patients and other departments within the PBO. Utilize registration customer service and billing experience to gather and interpret relevant information to resolve patient account issues. Communicate clearly and concisely both orally and in writing. Follow established regulations and procedures in collection recording storage and handling of information. Ensure required documentation of issues is complete accurate timely and legible. Protect and preserve confidentiality and integrity of patients employees and the hospital. Comply with hospital HIPAA confidentiality policy. Comply with the PBO Registration and hospital policies and procedures. Follow department attendance expectations and arrive for work well prepared at expected time. Attend required training. Following departmental policies and procedures meet deadlines and productivity standards for Epic work queue & IDX work files including but not limited to: Manage assigned patient accounts Ensure accuracy of registration data including health insurance and patient demographics Manage various interface edits Process TES/AES queues Process Epic charge review claim remit & retro queues Navigate payer and/or other websites for eligibility Work statement edit list related to registration Initiate appropriate billing Process patient correspondence Participate in continuous quality improvement efforts on an ongoing basis. Establish goals with Team Supervisor and track progress. Demonstrate initiative and resourcefulness by making recommendations and communicating trends and issues to Team Supervisor. Utilize electronic organizational tools such as Outlook notes and tasks IDX dictionaries and copy frequently used references to computer desktop such as Billing Manager Third Party and Registration lists. Complete special projects and other tasks as assigned. QUALIFICATIONS:High School diploma or GED equivalent required 13 years relevant experience in registration or professional billing preferred 13 years in customer service or healthcare setting required SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: Excellence in customer service skills Effective communication and interpersonal skills to successfully interact with internal and external customers Effective organizational and problemsolving skills. Demonstrated proficiency with a variety of automations including but not limited to Epic Ability to manage multiple tasks and projects simultaneously Knowledge of medical billing insurance rules and regulations required Detail oriented Adapt positively to changes in the work setting with ease WORKING CONDITIONS: Office environment: The work environment is very busy and dynamic. Staff members are required to work together in a collaborative effort to solve issues with particular practice issues.Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills perspectives and ideas we choose to lead. Applications fromprotected veterans and individuals with disabilities are strongly encouraged.