Performs all front desk operations including telephone reception, scheduling, registration and related duties.  Maintains front desk procedures to ensure efficiency and quality of care.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

• Register patients, scan scripts as indicated into the specific systems.
• Verify patient’s information (name, DOB), inform HIM of any discrepancies, verify insurance, address, Physicians, exam ordered vs. exam scheduled and inform Technologists of any discrepancies. Call Physician’s office or Contact Center for missing scripts.
• Sends faxes and delivers received faxes to appropriate individual promptly.
• Maintains waiting room and office area, keeping space neat and free from clutter.
• Assists with activities as requested which may include, but not be limited to: Medicare documentation/correspondence, record keeping, charge entry/verification, computer data entry (onset dates/discharges).
• Collects/accepts patient co-payments, perform ABN’s as needed.
• Competent use of all required programs and applications as instructed, including Optumcare for ABN’s, Elavon for co-payments, and Nthrive for insurance verification. 
• Maintain customer service standards and be proactive in minimizing patient wait times. 
• Support implementation of new processes, technology, and equipment directly related to and or specifically used at SH Radiology Front Desks.
• Support leadership in implementation of new policies, procedures, and initiatives. 
• Provide mentoring and support to other registrars as needed.
• Maintain efficient patient flow from moment of sign-in to when patient is escorted back to department for their exams. 
• Perform proactive verification and/or authorizations for insurance approval for scheduled and non-scheduled performed radiological exams.
• Reviews referring physician and patient documentation for Medical Necessity against insurance protocol requirements for pre-certification purposes. 
• Actively communicates with technologists and radiologists throughout the work day regarding status of authorization for scheduled exams (e.g.., communicate need for reschedule and/or cancellation if authorization not in-hand).
• Actively communicates with technologists and radiologists throughout the workday regarding any changes from scheduled exams to exams to be performed (based on established protocols) and communicating changes to referring providers and patients, as well as ensuring acquisition of accurate authorizations and written orders.
• Direct liaison to referring provider’s offices and patients regarding new, changed, or pending insurance authorizations, as well as on-going education of changes in authorization requirements.  Will be located on-site to allow for face-to-face interactions with patients and/or referring providers when necessary.
• Active participation in development of on-going process improvements related to authorization management processes.
•  Responsible for scheduling stat, emergent patients for outpatient diagnostic exams.  Interacts with patients, their representatives, physicians, physician office staff, employers and others to gather and ensure accuracy of demographic, billing and clinical information. Produces and distributes required forms with accurate patient information.
• Attends scheduled staff meetings, in service education opportunities and participates in continuing education programs. Formulates and maintains effective working relationships with employees and other managers of the health care team.
• Respects and protects the patient’s rights to confidentiality and privacy and discloses information only for the professional purposes which are in the patient’s best interests with full consideration of their legal rights. Displays a positive attitude when interacting with provider’s office staff, providers and fellow employees. 

Customer service

• Politely and professionally acknowledge patients upon their arrival, using eye contact, friendly smile and always maintains a friendly and professional disposition. 
• Answers patients’ questions to the best of their abilities and addresses their concerns, seeks to deescalate challenging situations.
• Answers telephone promptly and politely, excusing self if in the presence of patients. Identify self and department in a courteous and professional manner when answering. Provides information to the caller or refers call to the appropriate party. Politely asking caller if they could be placed on hold.   
• Demonstrates a good working knowledge of the department’s services to provide accurate information to referral sources and patients.
• Provides information to callers, routes calls as appropriate, takes clear and concise messages. 
• Retrieves voicemail messages and responds to them promptly.   
• Ensures that all patients/visitors are acknowledged. 
• Waiting room rounding: Registrar is responsible for checking in with patients to ensure they are not overlooked. If patient has been waiting an unreasonable amount of time, contact specific department to ask for information.  Relay causes of delays to patient and anticipated time of service.

   Scheduling responsibilities

• Schedules patient exams as necessary, including all walk-ins

• Print schedules for next day as needed. 

• Communicates cancellations and rescheduled appointments to specific department.

• Cancels and reschedules appointments as needed.

QUALIFICATIONS/REQUIREMENTS:

High school diploma.  One year of similar experience desirable.  Strong interpersonal and organizational skills required.  Ability to handle multiple tasks in a fast-paced environment.  Computer skills required. Able to work independently in front office environment.