The ED Registrar is responsible for the efficient and accurate pre-admission and admission processes for patients entering the emergency department. This role requires polished communication skills, both verbal and written, and a strong focus on creating a patient-centered environment. The Registrar must handle urgent situations with efficiency and care, ensuring a smooth and positive experience for all patients.

1. Patient Intake and Registration: Complete the initial patient intake promptly, excluding financial information. Accurately and efficiently gather and enter patient financial and personal demographics into the computer system.
2. Insurance Verification and Collection of Patient Estimate: Verify and document insurance benefits and coverage, obtain any required authorizations based on benefits, requirements, or contractual agreements. Communicate this information and financial responsibility to the patient or guarantor.
3. Collection of Patient Estimates and Co-Pays: Collect patient co-pays, deductibles, and out-of-pocket estimates as per hospital policies. Provide clear estimates for self-pay patients when federally mandated and process payments efficiently.
4. Documentation and Record Keeping: Obtain appropriate signatures, copy and/or scan all identification and healthcare coverage presented, and document reasons if this information is not attainable. Maintain accurate and confidential patient records, ensuring compliance with hospital policies and legal requirements.
5. Registration of Squad Arrivals: Efficiently and accurately complete the intake and registration process for all patients arriving by ambulance or other emergency transport, ensuring timely documentation and coordination with medical staff for immediate care.
6. Compliance and Quality Assurance: Obtain and manage appropriate forms to maintain Joint Commission compliance. Adhere to Front End Collections Policies and be knowledgeable about all insurance companies’ policies and criteria related to referral and preauthorization processes.
7. Patient Communication: Communicate effectively both orally and in writing with patients, physicians, hospital-based personnel, and other customers. Provide out-of-pocket estimates for self-pay patients when federally mandated.
8. Patient Interaction: Oversee the waiting area to ensure a positive patient experience, assisting patients experiencing long wait times and addressing any concerns.
9. Coordination with Medical Staff: Collaborate with physicians, nurses, and other healthcare professionals to facilitate a smooth patient flow through the emergency department, ensuring timely and accurate processing of admissions.
10. Crisis Management: Handle high-pressure situations with composure, providing support and assistance to patients and families during emergencies or stressful situations.
11. Problem Resolution: Address and resolve patient inquiries, complaints, or issues promptly and effectively, ensuring a positive patient experience.
12. Cross-Training and Flexibility: Be able to cross-train in other registration positions and meet the requirements of a registrar’s job description. Work with leaders and other departments to make improvements to patient care and the health system.
13. New Hire Training: Provide training and guidance to new hires on registration procedures, departmental policies, and system usage, ensuring they acquire the necessary skills and knowledge to perform their duties effectively and integrate smoothly into the team.
14. Emergency Preparedness: Be prepared to respond to various emergency situations, including coordinating with other departments and adjusting procedures as necessary to support patient care and safety.
15. Compliance Knowledge: Familiarity with HIPAA regulations and other privacy and confidentiality guidelines
16. Patient Privacy and Confidentiality: Ensure all patient information is handled with the highest level of confidentiality and complies with HIPAA regulations and hospital privacy policies.
17. Emergency Protocols: Follow established emergency protocols and procedures, including assisting with disaster drills and real emergencies as needed.
18. Data Integrity and Security: Monitor and maintain the accuracy and security of patient data in the electronic health record (EHR) system, including regular audits to ensure data integrity.
19. Patient and Family Education: Provide clear explanations to patients and families about the registration process, what to expect during their visit, and any follow-up actions required.
20. Cultural Competency: Demonstrate cultural sensitivity and competency when interacting with patients from diverse backgrounds, ensuring respectful and inclusive communication.
21. Training and Development: Participate in ongoing training and professional development opportunities to stay current with best practices, system updates, and regulatory changes.
22. Technology Utilization: Utilize various technologies and tools effectively, including patient management systems, communication devices, and diagnostic equipment.
23. Quality Improvement Initiatives: Engage in quality improvement initiatives and contribute to efforts aimed at enhancing patient satisfaction, operational efficiency, and overall department performance.
24. Patient Admission Processing: Accurately process admissions for patients either as direct admits or emergency department (ED) admissions. Ensure all necessary documentation is completed, including IMM (Important Message from Medicare) or MOON (Medicare Outpatient Observation Notice) forms if required, and communicate this information to the appropriate medical and administrative staff for a seamless transition to care.
25. VA Authorization Initialing: Verify and initial Veterans Affairs (VA) authorizations as required, ensuring all necessary approvals are obtained and documented before proceeding with patient admission or care, and communicate authorization details to relevant departments.
26. Discharge Instructions: Assist with providing patients with discharge instructions and ensure that they understand follow-up care and any necessary referrals or appointments.
27. Support for Patient Navigation: Offer support to patients and their families in navigating the healthcare system, including assisting with the scheduling of follow-up appointments and connecting with social services if needed.
28. Feedback and Reporting: Collect and document patient feedback, including suggestions and complaints, and report issues to the appropriate department or personnel to address and improve service quality.
29. Adherence to Safety Protocols: Ensure adherence to safety protocols and infection control practices, including the use of personal protective equipment (PPE) and proper sanitization procedures.
30. Phone Call Management: Answer phone calls from nursing units promptly and professionally, providing necessary information or assistance as needed. Ensure effective communication and coordination with nursing staff to address their needs and support patient care

DCH Standards: 

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Mission, Vision, and Values including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Required:

• High School Diploma or GED

Preferred:

• 1-2 years of experience in a healthcare setting is preferred
• Experience in a customer-facing role, demonstrating strong interpersonal and communication skills
• Certification from a recognized professional organization may be preferred:                                                                        

• Certified Healthcare Access Associate (CHAA)
• Certified Revenue Cycle Specialist (CRCR)

Other Skills Preferred:

• Communication Skills: Excellent verbal and written communication skills to interact effectively with patients, families, and healthcare professionals.
• Technical Proficiency: Proficient with electronic health record (EHR) systems and other healthcare software; familiarity with medical terminology is a plus.
• Attention to Detail: High level of accuracy in data entry and handling patient information.
• Organizational Skills: Strong ability to manage multiple tasks efficiently and handle high-pressure situations.
• Problem-Solving Skills: Ability to address and resolve patient concerns and issues effectively.
• Knowledge of Insurance Processes: Understanding of insurance verification

Must be able to read, write legibly, speak, and comprehend English.

WORKING CONDITIONS

Work Context

• Empathy and Compassion: Ability to provide supportive and empathetic care to our patients.
• Professionalism: Maintain a high standard of professionalism and ethical behavior.

• Flexibility: Adaptability to changing situations and schedules, including the ability to work weekends, holidays, and varying shifts if required.
• Cultural Competency: Sensitivity to diverse backgrounds and the ability to communicate respectfully with patients from various cultural and socio-economic backgrounds

Physical Factors

• Ability: Must possess manual dexterity and fine motor skills.
• Requirements: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time

• Must be able to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Physical presence onsite is essential.