Covenant Health

Coordinator Registration, Admitting & Registration

Full Time, 80 Hours per pay period, Night Shift

Parkwest Overview:

Since admitting our first patient in 1973, Parkwest has been at the vanguard of healthcare in East Tennessee. We are an eight-time Top 100 Heart Hospital and have received multiple awards for excellence in emergency care, clinical practice, and patient satisfaction. Learn more about our professional accolades.

Admitting & Registration :

Our friendly and courteous registration staff is here to serve the patients’ registration needs whether the patient is here for a simple lab test, diagnostic testing, surgery, or inpatient services.  Registration Specialists are most often the patients’ first contact. They are responsible for obtaining patient demographics, validate the patients’ identification, and verify insurance benefits. Our staff collects financial information so we may accurately bill the patient or their insurance for services rendered. The Registration Department has three areas which are Emergency Department Registration, Outpatient Registration and Pre-registration/Insurance Verification.

• Outpatient Registration is located in the Main Lobby of the hospital. Hours of operation are: Monday – Friday: 5 a.m. -7:30 p.m. and Saturday: 6:30 a.m. – 3 p.m. The staff in Outpatient Registration work 8 hour shifts. For the patients’ convenience, there is also a Financial Counselor located in Outpatient Registration for patients to come in to discuss their account and make payments. Office hours are 8 a.m. – 4:30 p.m.
• ED Registration is open 24 hours per day, 7 days a week. The staff in the ED Registration work 10 hour shifts.  They also rotate weekends.
• The Pre-Registration/Insurance Verification office is located on the main level of the hospital behind Outpatient Registration. Hours of operation are: 6:30 a.m. – 5:30 p.m.

Our staff receive on-going training for the 11 different systems that are currently being used.  We are always looking for improvement from our patients and employee feedback. Our vision is to strive for excellence in quality, efficiency, and provide the highest customer service for all patients.

Position Summary:

Provides daily leadership to Inpatient Admitting, Outpatient Registration, Financial Counseling, Cashier, Customer Service/Appeals and Outpatient Pre-Certification. Provides leadership to all personnel within the department to ensure that all duties are performed accurately and efficiently. Serves as the primary contact for physicians and their staff, nursing managers, and other hospital departments. Actively monitors work product to ensure accuracy rates are maintained. Serves as a communication resource to the Knoxville Business Office Services to ensure all hospital personnel are informed and educated on insurance and compliance requirements. Assists in the interview process to recruit, select, develop and motivate competent staff to ensure the continuance of productivity and positive morale. Takes a lead role in providing excellent customer service to all customers.

Recruiter: Jason Shubert || jshuber1@covhlth.com || 865-374-5393

• Demonstrates the ability to monitor the registration process, ensuring that staff exhibit excellent customer service, while ensuring delays in the process are kept to a minimum and accuracy of data ranges from 95% to 100%.
• Recommends to the Director new and updates to existing polices and procedures that support our values and are intended to increase efficiency and promote data integrity.
• Maintains departmental, Administrative, MSDS, Safety and Training manuals for the registration and financial services area.
• Communicates and provides education to staff on compliance with the Joint Commission, State and Federal regulations, and HCFA guidelines as they relate to department activity.
• Displays a good knowledge of departmental budget, and maintains salaries, supplies and equipment within set guidelines. Notifies Director of any discrepancies.
• Provides daily leadership and scheduling of staff in registration and financial services. Collaborates with ER Registration Coordinator to ensure cross-training is incorporated into the scheduling process.
• Handles staff issues such as schedule changes and daily process questions.
• Schedules and conducts interview for new positions, making recommendations for hiring to the Director.
• Provides daily guidance including: training, employee counseling, employee evaluations, establishment of work priorities and other daily operational duties.
• Processes weekly payroll and attendance records, gaining approval from Director for overtime request.
• Professionally deals with patients, physicians, visitors, and other hospital staff members concerning registration and financial matters.
• Monitors daily audit reports to identify process/education improvements.
• Maintains a pre-registration program for scheduled services utilizing telephone and mail techniques. Involves Centralized Scheduling in this effort to streamline the process.
• Supervises verification of insurance benefits, estimation of self –pay amounts due, and collections of co-pays and deductibles.
• Maintains an accurate bed control process, working with Nursing Service to coordinate the flow of inpatient and observation patient admissions. Alerts Care Coordinators when appropriateness of admission is questionable.
• Coordinates with other diagnostic areas to facilitate patient scheduling changes/updates.
• Demonstrates ability to keep abreast of regulatory and insurance requirements ensuring that changes are documented and communicated to the staff.
• Recognizes situations that necessitate supervision, seeking appropriate resources.
• Collaborates with other departments to ensure the pre-registration program is utilized to the maximum extent to ensure minimum wait-times for the customer.
• Supplies written information to the Director for staff performance evaluations, recognition, and suggested disciplinary actions.
• Holds monthly meeting with staff and coordinates discussion regarding work performance and departmental/hospital updates.
• Develops a relationship with other departmental managers/coordinators in an ongoing effort to improve quality of registration/financial services.
• Reviews customer surveys, providing feedback to the staff regarding patient satisfaction and possible opportunities for improvement. Involves staff when working on process teams to promote their involvement and ideas.
• Provides strong customer service orientation to all staff within the registration and financial services areas.
• Provides assistance and support for new employees.
• Demonstrates the ability to handle varying tasks and setting priorities.
• Utilizes resources available appropriately, i.e. use of hospital equipment and/or supplies.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:          

Non specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED. Preference may be given to individuals possessing a Bachelor’s degree in a directly-related field from an accredited college or university.

Minimum Experience:            

Two (2) to three (3) years’ experience in Registration and/or Financial Services area. Knowledge of third party payors and insurance verification required.

Licensure Requirement:      

None