Registrar - Rehab
Eskenazi Health


Job Info


Division:Eskenazi Health

Sub-Division:Hospital

Req ID:10678

Schedule:Full Time

Shift:Days

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Non-Exempt

Job Role Summary

The Registrar for Rehabilitation Services is accountable and responsible for phone and face to face encounters with customers of Rehabilitation Services. Performs a variety of clerical and patient service duties necessary to maintain efficient flow of operations in the Rehabilitation Services department. This position routinely handles phone calls to the department, patient scheduling, patient registration, and co-pay collection. The Rehab Registrar proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County, and models Eskenazi Health values.

Essential Functions and Responsibilities

  • Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health values
  • Registration: Completes patient registration accurately in electronic medical record; registers patients, validating demographic information, insurance information, and photo ID at initial visit; creates and attaches rehab recurring hospital series account to all visits; scans or copies insurance cards, photo ID, and outside referrals (if applicable); identifies the network patient belongs to and follows all policies and procedures; identifies and validates all insurance, and loads insurance in the correct order for billing; ensures that current patient consent is on file
  • Scheduling: Completes new evaluation and return appointment scheduling based on departmental procedures; verifies and attaches referrals for patient appointment; appropriately assesses patient scheduling needs/provider based on referral diagnosis; identifies patients who have urgent therapy needs or require triage by a supervisor to ensure appropriate scheduling; appropriately documents and communicates to provider patient cancellation and reason
  • Check In/Check Out: Efficiently completes all necessary check-in/check-out processes to facilitate patient throughput; acknowledges patient arrival to check in/check out area with a positive and professional demeanor; appropriately notifies provider of patients that have arrived late for treatment
  • Financial Stewardship: Collects co-pays and any other fees; reconciles the cash drawer daily; directs patient to financial counselor when appropriate; communicates patient insurance changes with provider
  • Patient Account Maintenance: Regularly works and corrects patient accounts in work queues
  • Phone Management: Answers phone calls consistently and in a timely manner to reduce call abandonment; uses standard language when managing phone calls per department scorecard; demonstrates good etiquette and pleasant tone with phone conversations; minimizes hold time and avoids long silences without talking to the caller; accepts and implements needed improvement based on feedback from phone audits
  • Professional Communication/Collaboration: Serves as the first contact patients have with the system and maintains professional and appropriate interaction with customers of all ages; demonstrates effective and quality verbal communication skills with peers and customers; consistently checks and participates in electronic communication; participates in orientation and instruction of new personnel as required
  • Performance Improvement: Identifies ways to improve work processes and improve customer satisfaction
  • Time & Priority Management: Minimizes time away from work and prioritizes multiple tasks to maximize time spent performing job duties; reports to work on time and on a consistent basis; is not in disciplinary process per the hospital attendance policy guidelines; follows appropriate procedures for scheduled time off requests and proactively communicates time off with other team members; completes all assigned tasks and/or special projects on time without reminders

Job Requirements

  • Completion of a general high school education or GED; Associate's degree in Business preferred
  • Minimum of one year experience in a position requiring similar duties

Knowledge, Skills & Abilities

  • Knowledge of billing criteria for Medicare, Medicaid and other insurance carriers
  • Ability to match, file and retrieve from an alphabetical and numerical system
  • Independently establish priorities, meet deadlines, follow written and verbal instructions
  • Knowledge of third party payers, CPT, HCPCS, ICD9, modifiers, etc.
  • Excellent oral and written communication skills
  • Scans or copies the insurance cards and / or other designated documents
  • Directs patient to Financial Counselor when appropriate
  • Identifies patients who are emergent / urgent or requires triage by a supervisor in person or on the phone, and refers patients appropriately, according to policies and procedures
  • Exceptional knowledge of insurance and third party payers, patient billings and accounts processes
  • Knowledge and ability to use PC, electronic health record, registration and scheduling systems, Windows, Word and any other applicable systems after appropriate training is provided
  • Must be able to demonstrate knowledge of personal computers, standard office equipment and medical software
  • Demonstrates a positive demeanor, excellent customer services skills, and good oral / written communication skills with the ability to use age appropriate communications, and be professional in both appearance and approach
  • Must be detailed oriented, possess basic mathematical skills and have sharp analytical skills to resolve registration issues as they relate to multiple groups including third party payers, physicians, patients and the system
  • Communicates effectively and maintains a positive working relationship with patients, management and employees to promote teamwork and a positive public image of Eskenazi Health
  • Identifies ways to improve work processes, and improve customer satisfaction. Makes recommendations to supervisor, implements and monitors results as appropriate

Accredited by The Joint Commission and named one of the nation's 150 best places to work by Becker's Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America's best midsize employers' Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care - Center of Excellence in Women's Health, just to name a few.

Nearest Major Market: Indianapolis



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