Senior ER Registrar

At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world.

We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place To Work.

Position Summary

As the Senior ER Registrar, you are responsible for leading, managing and motivating the team on a daily basis. Assists Supervisor and Manager with the daily activities of the department to ensure department standards are regularly met, all personnel and department policies and procedures are followed. Acts as a subject-matter expert with system/department procedures/workflows and continually educates all registration staff of any changes pertinent to their roles while insuring efficient patient flow through the registration process. You should be able to act proactively to ensure smooth team operations and effective collaboration. The Senior ER Registrar maintains the highest standards of customer service excellence to ensure that staff perform duties according to established customer service standards.

Essential Functions and Responsibilities Include the Following:

1. Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
2. Assists Management in monitoring work performance of all employees to ensure maximum productivity on designated shift.
3. Assists with oversight related to the day-to-day operation for ER Registration, providing guidelines, staff training, expectations, and monitors performance to ensure department goals are met.
4. Assists management with monitoring and reporting on quality assurance controls, productivity measures, point of service collections and departmental volumes for presentation to Supervisor and Manager.
5. Stays abreast of federal and state guidelines related to patient registration and HIPAA rules and regulations.
6. Responsible to ensure all assigned tasks are planned out with direction to and monitoring of all work to the team.
7. Assists with staff scheduling, performance, trending, and denials prevention.
8. Assists management with assuring staff assignments and workloads are analyzed and distributed accordingly.
9. Assist with assurance that departmental internal controls are established, implemented, and routinely tested.
10. Assist with the management of established internal control systems and policies/procedures to meet White Plains Hospital's goals.
11. Assists management with ensuring employee compliance with hospital and Human Resources policies and procedures, employee competency and education requirements are satisfied as per hospital policy.
12. Designated employee for assigned shift sick calls, late calls, and emergency calls while on duty.
13. Assists with ascertaining staff due to call-outs / unexpected shortages.
14. Works with staff to improve both interdepartmental and Press Ganey patients' & employees' satisfaction maintained.
15. Attends Management/Leadership meetings as scheduled/required and communicates hospital policies, performance improvement initiatives and all other required information to the team.
16. Assists in responding to concerns and/or complaints from patients, the public, medical staff, subordinates, and/or other hospital employees pertaining to assigned areas in order to maintain positive customer relations; researches and investigates issues; prepares written or oral responses as needed
17. Fosters teamwork by offering assistance to others and jumps in to assist the team with registrations when needed.
18. Ensures the team is actively collecting all patient responsibility/co-pays promptly after medical services to ensure the team is meeting individual and departmental collection goals.
19. Ensures all staff have closed their cash drawers after completion of shift and follow the appropriate steps as outlined in our point of service collection process.
20. Ensures all staff are performing as expected on their shifts and are registering patients timely, accurately, and as expected based on time on ED board and acuity. Notifying management and documenting staff that are not adhering in real time.
21. Receipts & greets all patients arriving to the main ER or the ambulance entrance.
22. Provides identification bracelet to all patients upon arrival, entry in EMR and verification of two patient identifiers.
23. Registers all patients requiring Emergency Services promptly and efficiently.
24. Responsible for quality assurance - reviews registration information/data for accuracy and corrects delinquent data.
25. Integrate the use of Health Information System (HIS) for recording and completing all necessary patient demographics, insurance eligibility, copays, and correcting registration errors at the time of registration.
26. Scan insurance cards and legal patient identification.
27. Scans face sheets sent in with patients arriving from other healthcare facilities.
28. Obtains and witnesses all signed consents related to the registration for treatment and billing purposes.
29. Provide each patient with all mandatory documents (i.e., Notice of Privacy Practices, Patient Bill of Rights)
30. Responsible for collection of all patient responsibility/co-pays promptly after medical services.
31. Deposit daily co-pay collections into a safe with all required receipts, reconciliation sheets and reports in a sealed envelope with your signature on the envelope.
32. Works collaboratively with all levels of the hospital interdisciplinary team and promotes the team concept within their department and hospital wide.
33. Demonstrates positive customer service, fosters positive employee relations, and assures that staff adheres to the Customer Service Behavioral Standards.
34. Is supportive of hospital initiatives and projects and functions as a positive change agent.
35. Promotes a positive and professional image and is a role model, coach, mentor and resource for staff and peers.
36. HBI certification certificate required.
37. Performs all other related duties as assigned

Education & Experience Requirements:

Minimum Education: High School Diploma or GED required. Graduate of an Accredited College or University with a B.S. in Business/Healthcare Administration strongly preferred or equivalent combination of education and related work experience.

Minimum Experience:

• • Minimum of (3) to (5) years of hospital Patient Access / Registration experience required.
  • Previous supervisory (Team Lead or Supervisor) experience in a hospital setting strongly preferred.
  • Proficiency with Microsoft office/excel to include reporting, Executive level required.
  • Certified Patient Access Specialist (CPAS) certificate required.
  • Strong communication skill sets and abilities.
  • Strong leadership, management, and education of staff to Patient Access functions.
  • Knowledge of medical terminology required.
  • Familiarity with electronic medical record systems, EPIC preferred.
  • Must be detail oriented, able to problem solve, multi-task and perform various registration duties on demand. Includes willingness to cover all areas as needed.
  • Bilingual helpful but not required.

Core Competencies

• Ability to work cohesively within our team, clinical staff and environmental staff
• Must be able to speak, write understand and communicate the English language
• Effectively communicate with patients and family members
• Integrity to handle the confidential aspects of work
• Ability to deviate from assigned task without notice to meet the needs of the department Maintains composure under stress.

Physical /Mental Demands/Requirements & Work Environment

• May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) data base and may be accessed through the hospital's Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.
• Must be able to remain stationary when designated as reception for 100% of the a 8 hour shift
• Must be able to constantly move within the area you are designated 100% of the time - Intermediate Care (IC), Pediatric Care(PC) Acute Care (AC) or EMS/Reception/AC Runway (ERA)
• Must be able to traverse between a bi-level, three tiered Emergency Department when designated as the Float Registrar 100% of the time.
• Must be able to express one-self clearly and concisely when utilizing the translation phones for any and all languages other than English.
• Must be able to converse with admitting department via telephone when observation placements are assigned for ED patients
• Must be able to assess and greet patients arriving at the main ED entrance or arrival by EMS back entrance
• Must be able to maneuver a work station on wheels (WOW) -- throughout patients rooms within the designated registration area assigned to
• Consistently scan insurance cards, patient identification, and/or demographic sheets when made available at the time of registration into the HIS

Primary Population Served

Check appropriate box(s) below:

• Neonatal (birth - 28 days)

• Patients with exceptional communication needs

• Infant (29 days - less than 1 year)

• Patients with developmental delays

• Pediatric (1 - 12 years)

• Patients at end of life

• Adolescent (13 - 17 years)

• Patients under isolation precautions

• Adult (18 - 64 years)

• Patients with cultural needs

• Geriatric (> 65 years)

• All populations

• Bariatric Patients with weight related comorbidities

• Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.