Patient Registration Lead

Mercy Medical Center a Dignity Health member has been building a rich history of care in our community for more than 100 years. We have grown from a small one-story wooden structure into a major healthcare provider with a new 186-bed main campus offering the latest in facility design and technology. Mercy also operates Outpatient Centers a Cancer Center and several rural clinics.

Wherever you work throughout our system you will find faces of experience with dedication to high quality personalized care. Joining our 1300 employees 230 physicians and many volunteers you can help carry out our commitment to providing our community with the excellence they have come to associate with Mercy Medical Center.

One Community. One Mission. One California

As a Lead Patient Registration Representative you will be a central figure ensuring a seamless and welcoming patient experience providing direct supervision and expert guidance to the registration team while meticulously overseeing patient intake.

Every day you will expertly register patients verify insurance collect co-pays and obtain consents while also training junior team members and ensuring compliance. You will troubleshoot complex registration issues manage patient flow conduct quality audits and collaborate with departments for efficient empathetic and precise administrative handling of patient visits.

To be successful in this role you will combine extensive registration experience exceptional leadership and mentoring skills and meticulous attention to detail in administrative and financial tasks.

Some essential functions include:

• Provides information to hospital personnel who are seeking answers to financial concerns on their patients behalf.
• Works closely with Case Management Health Information Services Social Work Services and physician offices to ensure appropriate and HIPAA compliant information sharing regarding insurance coverage and financial assistance options.
• Understands and follows the facilitys Delay/Defer policy and procedure escalating accounts that do not meet financial clearance requirements appropriately and timely.
• Responds timely to requests for assistance from Patient Registration areas Case Management clinical areas etc.
• When needed verifies medical necessity check has been completed for outpatient services. If not completed and only where appropriate uses technology tool to complete medical necessity check and/or notifies patient that an ABN will need to be signed. Identifies payer requirements for medical necessity.

Verification Authorization and Compliance:

• As needed follows the approved scripting when verifying insurance benefits deductibles copayments co-insurance and policy limitations.

• Reviews insurance information and verification notes on all inpatient admissions and OP surgery patients. Obtains missing information corrects errors as needed and updates the account appropriately. Reports incidents of missing or incorrect data capture to the Director of Patient Registration

• Ensures division of financial responsibility is clearly identified in financial clearance notes if payment for services is split between a medical group and an insurance company.

• When collecting patient payments follows policy and procedure regarding applying payment to the patients account and providing a receipt for payment.

• Ensure notice of admission is communicated to the payer as necessary

Lead Responsibilities:

Maintains up-to-date working knowledge and oversight of all registration areas to provide coverage as needed.

Understands the departments Key Performance Indicators and performs quality review of registration data accuracy POS collections productivity absenteeism and other metrics.

Assists with generating KPI reporting for review with the Registration Management team.

Assists the Registration Leadership with developing the staff schedule following department and union (where appropriate) policy and procedure.

Assists Registration Leadership with ensuring all shifts are adequately covered in the event of vacation unscheduled sick medical leave of absence and other time off occurrences.

If applicable to specific facility assumes on-call responsibility and duties for evenings weekends and holidays.

Daily management of shift cash drawers and deposits.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Required:

• High School Graduate General Studies and Minimum years of experience working in a hospital Patient Registration Department physician office setting healthcare insurance company revenue cycle vendor and/or other revenue cycle role. upon hire or
• High School GED General Studies and Minimum years of experience working in a hospital Patient Registration Department physician office setting healthcare insurance company revenue cycle vendor and/or other revenue cycle role. upon hire or
• Applicable education and/or training can be used to balance a lack of experience
• Minimum 2 years of experience in customer service

Preferred:

• Associates degree
• 4 to 5 years of experience preferred working in a hospital Patient Registration Department physician office setting healthcare insurance company revenue cycle vendor and/or other revenue cycle role and
• One or more years of supervisory experience