We have an exciting opportunity to join our team as a Admitting Representative.
In this role, the successful candidate will perform all the functions of an Admitting Representative reliably and with consistent excellence. Assists in organizing and leading the work of a specific registration area, mentoring and orienting new staff, providing feedback to management about potential improvements in work processes, and coordinating the flow of patients and the work assigned within the area by supervisory staff
Registers patients accurately, completely, & thoroughly. Validates patient identity using key identifiers and established procedures. Effectively uses a range of interview techniques (open-ended or directed questions, scripted responses to questions & objections, written forms, review of recorded data) to obtain complete & accurate data. Teaches new & current employees how to use these techniques. Understands how the accuracy of data about the patient & related parties affects clinical, financial & administrative users of the data, including impacts on patient safety & Medical Center revenue. Reviews collected data as needed or assigned (at all points in data collection & analysis) to identify & correct incomplete, inconsistent, or inaccurate information, & helps develop ways to prevent recurrence. Understands how to obtain & verify the accuracy of every data element, & its specific definition, variables, & importance. Understands when & how to update patient information & how this can affect other services & patient safety. Identifies and initiates resolution of problems with department processes or technologies.
Collects and verifies all necessary financial information for medical center services. Demonstrates by performance an understanding of the way in which third party payers (government, commercial, & others) provide health insurance to subscribers & pay for our services. Gathers and reviews all relevant data, including insurance cards and documents, to ensure correct reimbursement is obtained for medical center services. Selects correct financial classes & codes for each payer & plan, assigning or verifying primary & secondary payers correctly. Understands the notification of admission & verification of insurance eligibility and benefits & authorization, and implements these processes when necessary, using integrated online tools or by use of payer websites or phone. Demonstrates correct procedure for registering & entering data for No Fault & Workers' Compensation covered cases, & for Medical Center employees. Understands the definition of a clean bill & how our work creates one, as demonstrated by accurate performance & the identification & correction of errors. Can identify & work to prevent barriers to obtaining payment from third party payers affecting the processes of authorization, notification, billing, & adjudication of claims. Demonstrates correct procedures for registering or referring VA, Tricare, &/or CHAMPUS covered patients. Understands & applies COB definitions & requirements.
Collects patient payments due at the time of service, efficiently, effectively, and courteously. Demonstrates an understanding of patient payments owed at admission, why collection at TOS is important, & the different forms of payments we collect. Is proficient at asking for payment & uses a variety of scripts & strategies to collect from hesitant patients, & to explain our policies to ease concerns & objections, & obtain full payment of patient obligations. Explains & interprets policies about employee discounts, private rooms at cost of hospital, complaints about rooms & refund requests. Explains, defines & appropriately discusses payment for: estimates, ancillary services, private rooms with patients & colleagues. Determines method of payment, conducts and completes conversations about payment with patients, & processes payment transactions, securely and with appropriate receipts, data entry, logs, and records of amounts collected or reasons for not collecting. Appropriately escalates any issues about patient payments.
Consistently uses all appropriate forms for each registration area & registration type. Demonstrates an ability to clearly explain complex issues about the rationale for each form & signature needed & about basic issues related to billing & payment, or patient rights. Obtains all required signatures. Demonstrates by explanation & performance a clear understanding of how to discuss safety & security of valuables & other patient belongings, as well as refer patients for discussion about other safety & security issues.
Provides effective and sensitive customer service. Demonstrates an understanding of good customer service, by providing excellent service to meet the customers needs as defined with the customer, & in acknowledging, taking responsibility for, & resolving or referring any problems that occur with the service given our customers. Refers unresolved customer concerns to appropriate leadership or other departments for further action. Describes how the work & priorities of Patient Access fit within the work & three-part mission of the Medical Center (education, research & patient care), & within the Finance division & Revenue Cycle Operations. Understands the revenue cycle from pre-registration through collection. Can explain how value streams are created, identify all end users of the values we create, & identify areas where we excel &/or we can improve. Consults with appropriate colleagues in Revenue Cycle Operations to identify & resolve problems. Can identify the values we create (accurate & complete data, rapid entry into care, measures of satisfaction, collections) & identify customers who benefit from each. Can define common areas of customer dissatisfaction, & explain procedures for responding to these issues.
Communicates effectively, courteously, & empathically with patients, families, & all internal & external customers of Patient Access. Understands & helps others understand the patient experience at the time of registration, how we influence their entry into care, & how their situation affects their response to us, so the registrar can provide the most efficient, effective, courteous, empathic & fastest possible entry of the person into care. Demonstrates by performance an understanding of the specific concerns, & means of addressing them, that may be experienced by children & their parents/guardians, at specific developmental stages, when the child is entering care or when the adult or other family member is entering care. Provides sensitive and professional assistance to all patients and visitors, concerned about the specific needs of all our customers, including LGBT clients, deaf or HOH clients; clients with limited English proficiency (LEP), or other physical, cultural, or social characteristics that affect expressive &/or receptive communication; clients with specific mobility or ADL needs due to physical or psychological conditions; and clients with specific social, cultural, or religious needs. Is pleasant, courteous & professional when dealing with all internal or external customers, and communicates with them effectively & in a timely way. Responds to telephone & in-person requests for assistance with courtesy, professionalism, & sensitivity, following established procedures. Can explain in clear & effective language facts & procedures needed to assist new employees, customers, administrators, surveyors, & others, as necessary & appropriate.
Uses good judgment & initiative, communicates effectively, & adapts to variations in workloads, assignments, & inter-personal situations as needed. Takes responsibility for accomplishing work within accepted timeframes; accepts responsibility for own actions, for those of the team or department; tries to learn from mistakes. Brings issues that must be brought to the attention of department management immediately or at the first available opportunity, as appropriate. Strives to build consensus; shows sensitivity to the thoughts & opinions of other team members; delivers constructive criticism & voices concerns about ideas & opinions in a supportive, non-accusatory manner. Communicates in clear & effective language with new employees, customers, administrators, & others. When assigned, orients new employees to tasks, colleagues, & the organization of work in specific areas.
Accurately & thoroughly completes assigned tasks according to department and medical center standards, and helps colleagues as a reliable member of the team providing service to patients and other customers. Can identify & predict fluctuations in workloads & adapt assignments & priorities to minimize delays in work & patient flow. Can anticipate, prevent, or help limit problems with conflicts, quality or excellence involving staff, patients, clinicians, &/or others. Can define problems encountered in the workplace & help develop & implement solutions. Integrates seemingly unrelated information to develop creative solutions. Negotiates effectively to resolve conflicts & settle disputes. Performs effectively even with minimal direction, support, or approval & without direct supervision. Reviews specific assignments to ensure or audit for quality. Participates in training & develops knowledge & skills. Treats unexpected circumstances as opportunities to learn. Integrates newly learned knowledge & skills to complete work. Responds appropriately to positive & negative feedback. Seeks feedback from managers & assigned mentors about ways to improve; modifies behavior based on feedback or self-analysis of mistakes; provides appropriate and effective feedback to others.
Understands & performs ethically & effectively within established policies & procedures, in compliance with mandated standards for the Medical Center. Demonstrates an understanding of the main policies & procedures defined for the Medical Center, the division of finance, & Patient Access, can find correct policies, & can apply them. Helps others use & adapt standard procedures to adapt to specific issues & needs, identifying possible root causes & potential solutions, helping to implement them. Abides by a clear code of ethics & behavior; chooses an ethical course of action when necessary & encourages others to do the same. Demonstrates by performance an understanding of the ethical, regulatory, & accreditation environment affecting Patient Access & the Medical Center, & ensures compliance within the department & the Medical Center, using all available means. Can adapt & respond appropriately to Emergency Situations in the waiting areas for Patient Access. Interprets, applies, & helps new & current employees understand major ethical, regulatory accreditation, & payer standards affecting Patient Access functions within the Medical Center; including advance directives & patient rights, financial assistance, Medicare, EMTALA, HIPAA, HITECH, Joint Commission, & state & local laws.
To qualify you must have a HS Diploma or equivalent. Minimum 3 years of health care patient registration or related experience. Verbal & reading skills, arithmetic skills; understands & can use computers (e.g. PCs, printers) & software to perform tasks efficiently (e.g. registration software, browser to access Internet & Intranet); excellent interpersonal skills
College degree or coursework. Can use imaging, reporting, spreadsheet, & similar programs to collect, review, & interpret data as needed for department operations. Understands & can interpret & effectively use basic Medical Terminology
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online. If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal 'EEO is the law' poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.
NYU Langone Medical Center, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of... only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.NYULMC.org.