Scope of Position

Revenue Cycle for The Ohio State University Wexner Medical Center is responsible for providing excellent participant service while processing participant demographic information efficiently and accurately. Areas within Revenue Cycle include pre-registration, registration, scheduling, billing, and participant service.

Position Summary

The Registration Coordinator is an expert in product, process or service line area (physician appointment scheduling, OR/admission, full service scheduling; pre-registration and registration for wellness classes, and participant communication). This position is responsible for providing participants with accurate, up-to-date information regarding products, services and general procedures for the program. Schedule return appointments and/or other appointments as assigned. Assures accurate appointment and demographic information is gathered to support participant program tracking and research purposes. Solves routine and complex participant problems and knows where to direct participants to address specific questions. Communicates regularly with staff, within the product/service line to ensure participant and department staff needs are met. Always creates a positive first impression. Must be able to use a variety of software packages which include the Electronic Medical record, scheduling and registration systems, ABN, eligibility, document management software, and etc.

Minimum Qualifications For Hire:

High School Diploma or GED. PC Knowledge and interpersonal, verbal, and written communication. Minimum 6 months experience in participant service or a healthcare environment.

Preferred: Experience with Windows, Excel, and Intranet/internet navigation tools as well as system content. Medical terminology, coding and third party reimbursement experience. Ability to work in multiple systems for assigned tasks, management and reporting. Strong problem-solving and presentation skills. High level of participant service skills. Able to prioritize and coordinate multiple tasks in a busy environment.

Ongoing requirements: Demonstrates competency in daily functions, interpersonal and cognitive skills required to meet essential job functions. Maintains knowledge related to product/service line, quality improvement, cost reduction, current registration and billing policy and procedures as well as scheduling policies and procedures. Must maintain proficiency in utilizing all applicable systems. Must meet mandatory educational and health requirements, as well as ongoing scheduling and registration competencies. Attends Health System and Departmental In-services.

Responsibilities:

Duties and Responsibilities

90% Interviews participants/maintains records/facilitates participant access and throughput

Accurately identifies the participant through an inquiry function of the participant Management System.

Greets participants and addresses the needs of participants

Conducts face-to-face or telephone interviews with participant and/or relative to obtain registration, as applicable.

Obtains signatures for consent, release of information, Schedules, reschedules and coordinates participant appointments

Manage daily schedules and work with management and program delivery teams to more efficiently manage the participant flow in the program by adjusting schedules, and access team staffing.

Ensures product/service line information is updated in systems as needed to ensure scheduling accuracy. Informs participant or referring physician of scheduling requirements.

Scans appropriate paperwork into the Document Imaging System for future access and retrieval. Collection of participant payments or other liabilities for services as required.

Demonstrates knowledge of OSUWMC and its entities by guiding misdirected callers/visitors to appropriate service/location.

Demonstrates expert knowledge when scheduling and registering participants via participant interactions: services participants with accurate information. Uses ancillary and scheduling systems to determine participant agenda and communicate participant status.

Effectively utilizes all internal and external resources to respond to participants requests for information. Generates letters and information packets to participants using and including specific program information.

Able to address participant inquiry regarding preparation for individual and class sessions.

Provide cross-coverage support for other staff as required.

Assures emergent transfers or appointments are managed in their entirety with communication loops closed with necessary staff members.

Conducts outbound scheduling, and follow-up calls as assigned.

Operates and troubleshoots systems and equipment necessary for job function.

Resolves contacts on assigned work queues to schedule, register participants, collect and correct incomplete information.

Monitors the number of program visits and initiates additional requests as necessary.

Completes scheduling and registration transactions accurately and in a timely manner and maintains/promotes participant satisfaction. Demonstrates positive attitude and team orientation.

Manages requests in one transaction thus eliminating the need for further transactions.

Provides non-clinical participant and visitor information as requested. Explains and answers questions regarding Health System policy, parking, and other available services. Refers participants and visitors to other departments and serves as a liaison to other departments when appropriate.

Serves as a point of contact for participants/families that need assistance with, questions about various departments within the Medical Center or how to navigate the OSUWMC system. This requires a high level of ingenuity and resourcefulness as the questions vary dramatically.

Resolves complex participant issues in timely manner with high degree of satisfaction. Reports to management any situations that appear to be signs of discontent on the part of the participant/relative that may affect the departmental goal of providing quality participant service.

10%

Maintains performance that meets corporate and department standards including productivity, QA and attendance.

Participates/supports, OSUWMC Communication and Marketing initiatives. Other duties as assigned.

Participant Population Served

Knowledge of growth and development and an understanding of the range of treatments necessary to meet the age specific needs of the participant population

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About The Ohio State University

The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.

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