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UnitedHealth Group Patient Registration Lead - Chandler, AZ in Chandler, Arizona

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Employing excellent customer service skills, the Patient Registration Lead is responsible for ensuring a positive patient experience throughout the financial clearance process. Primary duties include financially clearing patients prior to discharge, counseling patients about their financial liability, verifying payer sources, assessing and referring patients to alternative payment sources, including the Payment Assistance Program and government and non - government based payment assistance programs.

The Patient Registration Lead is able to work in all registration areas as needed. Working under the supervision of the Registration Leadership, this position is responsible for assisting the Registration Management Team with training, quality assurance review and reporting, and developing and maintaining the staff schedules.

The Patient Registration Lead ensures timely, accurate and complete capture of all demographic and insurance information to ensure appropriate reimbursement for services rendered. In addition, the Patient Registration Lead determines and collects the patient’s financial liability and / or arranges payment plans for patients in need of them.

The Patient Registration Lead is an information source for patients and families by explaining hospital policies, patient financial obligations, alternative payer sources, and Patient Rights and Responsibilities.

This position is full - time (40 hours / week) Monday - Friday. Employees are required to have flexibility to work any of our 8 or 10-hour shifts including nights, weekends, overnights and holidays. It may be necessary, given the business need, to work occasional overtime. Our office is located at Chandler Regional Medical Center at1955 W. Frye Rd. Chandler, AZ 85224 .

Primary Responsibilities:

  • Reviews insurance verification information and account notes entered by the Patient Registration Representative and / or Registration. Ensures any missing information is captured. As necessary, verifies patient’s insurance coverage, determines benefit levels, reviews level of services, and calculates patient’s financial liability and explains the Payment and Billing Assistance Program to all patients regardless of financial concerns or limitations

  • Identifies outstanding balances from patient’s previous visits and attempts to collect any amount due while assessing a patient’s ability to meet their financial liability and assists with arranging payment plans as needed

  • Provides referral to external agencies and / or third - party vendors which may provide financial assistance, including state and government - based programs and assists patient with the completion of payment assistance program applications

  • Meets CMS billing requirements for the completion of the MSP, issuance of the Important Message from Medicare, issuance of the Observation Notice, and other requirements as applicable and documenting completion within the hospital’s information system for regulatory compliance and audit purposes

  • Ensures that insurance verification and benefit information is completed and documented on all urgent / emergent admits within 24 hours of service (or next business day)

  • Interviews self - pay inpatients within 24 hours to identify potential eligibility for government aid and / or other payer sources. Gathers applicable documents for the application process and follows appropriate policy when referring to eligibility vendors and assesses self - pay patients for Medi – Cal / Medicaid presumptive eligibility and when appropriate, initiates the process

  • Works closely with Case Management, Health Information Services, Social Work Services and physician offices to ensure appropriate and HIPAA compliant information sharing regarding insurance coverage and financial assistance options

  • Ensures division of financial responsibility is clearly identified in financial clearance notes if payment for services is split between a medical group and an insurance company

  • When needed, works closely with Case Management / Utilization Review in ensuring services are appropriate for level of care provided (inpatient vs. outpatient and vice versa)

  • Complies with HIPPA, PHI and its implications, ABN, MSP, EMTALA, etc. and other regulations which affect the registration process

  • Understands the department’s Key Performance Indicators and performs quality review of registration data accuracy, POS collections, productivity, absenteeism and other metrics

  • Assists the Registration Leadership with developing the staff schedule following department and union (where appropriate) policy and procedure and assists with generating KPI reporting for review with the Registration Management team

  • Assists Registration Leadership with ensuring all shifts are adequately covered in the event of vacation, unscheduled sick, medical leave of absence and other time off occurrences and as needed for a specific facility, assumes on - call responsibility and duties for evenings, weekends and holidays

  • Properly handles credit card transactions in accordance with PCI - DSS standards and guidelines. Will have access to both single card transactions as well as access to data from multiple transactions or reports and files containing bulk transactional information containing unencrypted or unredacted credit card information

  • Works with physician offices to ensure understanding of changes and / or updates to Patient Registration requirements, processes or programs

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • High School Diploma / GED (or higher)

  • 2+ years of experience in customer service, preferably in a healthcare environment

  • Thorough understanding of insurance policies and procedures as well as charity care programs payment assistance programs

  • Basic knowledge of ICD - 9 (10) and CPT terminology

  • Experience in requesting and processing financial payments and the ability to perform basic calculations for payment

  • Ability to work any 8 - 10 hour shifts including nights, weekends, overnights and holidays

  • You will be provisioned with appropriate Personal Protective Equipment (PPE) and are required to perform this role with patients and members on site, as this is an essential function of this role

  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Associate's Degree (or higher)

  • 1+ years of supervisory experience

  • 4+ years of experience working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and / or other revenue cycle role

Soft Skills:

  • Intermediate to advanced computer skills

  • Excellent interpersonal, communication and customer service skills

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

You can learn more about all we are doing to fight COVID-19 and support impacted communities at:

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Colorado Residents Only: The hourly range for Colorado residents is $17.12 to $30.34. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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