Central Registration Representative

DEPARTMENT: Central Registration
REPORTS TO: Central Registration Manager
 
SUMMARY:
 
This position is responsible for the efficient and effective scheduling of site appointments.
Answer incoming telephone calls from patients and physician offices calling to schedule
Medical, Dental, CPSP, Behavioral Health, Health Education, Enrollment and Vision
appointments. Confirms medical, dental and enrollment appointments per established protocols.
Secures patient information for charting, billing and record keeping purposes. Ensures that
established information is obtained in order to pre-register patients. Screens and evaluates
processes necessary to determine a patient’s eligibility for third party coverage. Educates and
enrolls patients into Medi-Cal and Qualified Health Plans for Covered California. Additionally,
is an expert in UHC’s Sliding Fee and has knowledge of UHC’s covered services, billing, and
reimbursement procedures. Representative must be able to identify any schedule conflicts and
take appropriate action to ensure smooth patient flows and the highest level of resource
utilization possible.
 
SUMMARY OF RESPONSIBILITIES:
 
  • Overall knowledge of the revenue cycle process, registration, insurance verification, pre-

    certification, billing compliance, payer contracts, patient estimation, financial assistance.

  • Schedules, educates registers, verifies and estimates services for the patient
  • Registering patients for appointments; obtaining updated insurance and demographic

    information and entering it in the computer system, and ensuring completion of all
    necessary paperwork

  • Educate and enrollment into Medi-Cal and qualified health plans
  • Attend community events to education and enrollment
  • Answer incoming calls on a multi-line phone
  • Making outbound calls to confirm and obtain pre-registration information
  • Copying/scanning insurance cards
  • Take payments over the phone
  • Promptly and courteously answers and screens phone calls for the department; routes call

    as appropriate within established customer service guidelines; accurately records
    messages and delivers to the appropriate party in a timely manner; checks voicemail
    frequently. 

  • Obtaining/updating patient charts with registration and eligibility documentation.
  • Providing outstanding customer service to internal and external customers.
 
Job Description: Central Registration Rep Page 2 of 4

  • Reporting any potential customer concerns or complaints immediately to management 
  • Utilizes protocol for patient look up to ensure accurate identification of patient to ensure

    data integrity and patient safety

  • Is responsible for the site’s completeness of sliding fee applications and documentation.
  • Daily, print, plan and review of Appointment report
 
PERFORMANCE AREA 1:
 
a) Representative will screen and review patient insurance information to determine
what payer to use for service date.
b) Representative will check eligibility for each patient on a daily basis.
c) Representative will place a call to the patient to verify demographic and insurance
information prior to rendering services.
d) Representative will also inform the patient of pending account balances and/or
information needed from the patient.
e) Representative will communicate with Health Care Associate’s at multiple sites
on a daily basis to collect or instruct staff on information missing or needed.
 
PERFORMANCE AREA 2:
 
a) Will perform other duties as assigned by Management
b) Will conduct regular audits of work to ensure quality work.
c) Supports UHC customer service expectations by providing benefit and contact
information to patients and staff when issues/concerns arise.
d) Supports team development by keeping current on internal and payer changes as
they occur and communicates changes within the group.
 
PERFORMANCE AREA 3:
 
a) Attends and actively participates in all meetings (e.g., department meetings,
program meetings, employee staff meetings) and other activities as required or
assigned.
b) Attend/complete trainings and certification as required by Covered California.
c) Attends workshops/seminars as necessary to increase skills and knowledge to
provide effective care, treatment, and/or leadership.
d) Supports the overall needs of the health center by working flexible or extended
hours when necessary.
e) Displays a positive, professional and respectful demeanor at all times toward
employees, peers, professional contacts, and patients served, maintaining a
 
Job Description: Central Registration Rep Page 3 of 4
professional appearance and positive image for the health centers.
f) Contributes to the team by promoting positive staff interaction, maintains open
communication with other programs/departments.
g) Demonstrates awareness of, and compliance with, organizational mission and
objective of UHC to provide health care access and support services for all
members of the community.
h) Supports their own staff development by completing the required hours of
continuing education each year.
i) Other work-related duties as assigned by supervisor. Duties and responsibilities
may be added, deleted, or changed at any time at the discretion of management,
formally or informally either verbally or in writing.
j) Maintains confidentiality and respect for information regarding patients and other
team members; abides by UHC Rules of Confidentiality and general HIPAA
regulations regarding privacy.
 
QUALIFICATION REQUIREMENTS:
 
EDUCATION AND LICENSE/CERTIFICATION:
 
  • High School Graduate or equivalent. Associates Degree preferred.
  • Enrollment Specialist/Certified Enrollment Counselor certification, preferred.
 
PRIOR EXPERIENCE:
 
  • Minimum 2 years of experience in a health center setting as Healthcare Associate.
  • Knowledge in scheduling or call center environment.
  • Knowledge of billing processes and coding preferred.
  • Demonstration of strong understanding of UHC front office processes and patient intake.
 
SKILLS
 
  • Bilingual (English/Spanish)
  • Able to quickly build and maintain rapport with patients and providers of differing

    backgrounds

  • Team player
  • Customer-service oriented
  • Strong computer skills
  • Positive professional insight
  • Flexibility and dependability
  • Demonstrated good problem-solving skills; sound judgment
  • Effective leadership/supervisory skills
  • Modern office practices and procedures including email

    Intermediate computer skills

  • Attention to detail and excellent follow-through on work tasks


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  • Able to handle multiple tasks simultaneously
 
PHYSICAL REQUIREMENTS
 
  • Must be able to lift up to 20 pounds and push up to 50 pounds (on wheels).
  • Must be able to hear staff on the phone and speak clearly in order to communicate

    information to patients and staff.

  • Must be able to read memos, computer screens, personnel forms and clinical and

    administrative documents.

  • Must have high manual dexterity.
  • Must be able to reach above the shoulder level to work, must be able to bend, squat and

    sit, stand, stoop, crouch, reach, kneel, twist/turn

  • Travel may be required to travel to other health centers and community events.
 
ADDITIONAL JOB INFORMATION:
 
Hours of Operation: Must be available to work non-standard hours and overtime based on work
volume. Hours of operation are 8:00AM to 8:00 PM, schedules may vary. Successful applicants
must be flexible with their start and end times, as work hours will be based on the business needs
of our internal and external customers. Applicants will be required to rotate and work a variety of
shifts, may include weekends.