About the position
At Houston Methodist, the Pre-Registration Associate position is responsible for pre-registration and pre-service collections tasks for ancillary, diagnostic, and surgical services. This role involves confirming and entering pertinent demographic and insurance information in the Electronic Health Record (EHR). The Pre-Registration Associate employs effective communication skills in all interactions and promotes and adheres to excellent customer service standards. The position requires a proactive approach to resolving access to care issues and ensuring patient satisfaction. The Pre-Registration Associate plays a crucial role in maintaining a positive work environment and contributes to a dynamic, team-focused work unit. This includes applying patience and diplomacy in sensitive situations, confirming registration and insurance data, and ensuring compliance with regulatory items such as the Medicare Secondary Payer Questionnaire (MSPQ). The associate is expected to respond promptly to requests from staff, patients, and physicians, while following department telephone scripting guidelines to maintain high service quality. In addition to these responsibilities, the Pre-Registration Associate is tasked with collecting patient payments, negotiating as needed, and ensuring the protection of personal information in accordance with Payment Card Industry (PCI) compliance regulations. The role also involves organizing time effectively, minimizing incidental overtime, and participating in various department projects and activities to enhance patient flow and service delivery. This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
Responsibilities
- Perform pre-registration and pre-service collections tasks for ancillary, diagnostic, and surgical services.
- Confirm and enter pertinent demographic and insurance information in the Electronic Health Record (EHR).
- Promote a positive work environment and contribute to a dynamic, team-focused work unit.
- Respond promptly to requests by staff, patients, and physicians.
- Apply patience and diplomacy to sensitive situations regarding financial responsibility.
- Ensure all Centers for Medicare & Medicaid Services (CMS) regulatory items are completed properly.
- Collect patient payments and negotiate as needed to meet minimally acceptable patient financial responsibility.
- Organize time effectively, minimizing incidental overtime, and set priorities.
- Participate in various department and/or entity/system-wide projects and activities.
Requirements
- High School diploma or equivalent education (GED, verification of homeschool equivalency, partial or full completion of post-secondary education).
- One year of healthcare experience in registering patients for medical services, contacting insurance providers, or verifying insurance.
- Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations.
- Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job.
- Ability to effectively communicate with patients, physicians, family members, and co-workers in a customer service-focused manner.
- Proficiency in Microsoft Office components (e.g., Outlook, Word) and knowledge of electronic health record software (EPIC preferred).
- Knowledge of Medicare, Medicaid, and managed care reimbursement methodologies.
- Ability to manage multiple tasks, such as multiple phone calls, at one time.
- Basic medical terminology and knowledge of insurance requirements for physician visits and procedures.
Nice-to-haves
- Collection experience preferred.
- Working knowledge of Current Procedural Terminology (CPT), International Classification of Diseases (ICD)-9 and/or ICD-10 preferred.
