Registration Specialist - Clinic
West Virginia University Hospitals - Morgantown, WV

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Registration Specialist - Clinic Summary:

Responsible for making appointments for patients following clinic procedures. Responsible for receiving incoming telephone calls in a prompt, courteous, and professional manner and greeting/assisting visitors in the same manner. Facilitates registration process to ensure accurate and complete data elements necessary for proper billing.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

1. Promptly and professionally answers telephone calls. Routes calls appropriately, offering voice mail, paging, or redirection of calls as needed.

2. Greets visitors and assists them as appropriate. Phones or pages employees to meet visitors, directs visitors to appropriate waiting areas, and appropriately and courteously screen solicitors for relevance to organization needs.

3. Collects deposits/co-payments/deductibles/patient liability payments when applicable, provides patient receipt and documents payment in the registration/billing systems.

4. Balances daily receipts and cash drawer for patient payments, prepares deposit bag for cashier’s office.

5. Obtains demographic/billing/insurance information from patient/family/legal guardian and enters into the registration/billing systems for service and claim processing.

6. Prepares consent form, notice of privacy practice and/or other necessary paperwork related to registration and presents to patient/family/legal guardian for signatures.

7. Secures signatures, witnesses and explains financial responsibility forms, consent to treat, and assignment of benefits release of information to insurance company, Medicare forms or any other documents as determines necessary.

8. Schedules appointments for patients either by phone when they call in or in person after an office visit.

9. Notifies patients of any schedule change per department policy.

10. Uses computerized system to match physician/clinician availability with patient’s preferences in terms of date and time.

11. Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.

12. Ensures that updates (e.g., cancellations or additions) are input daily into master schedule.

13. Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling. Consults with Patient Access Supervisor - Clinic about any system problems.

14. Uses customer service principles and techniques to deal with patients calmly and pleasantly.

Performance Standard:


1. Knowledge of medical terminology and organization services.

2. Knowledge of individual responsibilities to accurately direct callers.

3. Knowledge of clinic policies and procedures.

4. Knowledge of computer systems and software.


1. Ability to use multi-line phone system, including transferring calls and paging.

2. Adequate hearing to answer phone and speak with patients.

3. Ability to speak clearly and loudly enough to be heard by callers and patients.

4. Skill in operating office equipment.

5. Skill in organizational matters, including time management, prioritization, multitasking, and problem-solving.


1. Elicits appropriate information to route calls to the appropriate person.

2. Prevents, calms, or defuses irate callers and patients by working with them to identify concerns and properly directs calls.

3. Ability to type 60 words per minute using word-processing software. Able to learn/use other computer programs.

4. Ability to read, understand, and follow oral and written instructions.

5. Ability to sort and file materials correctly using alphabetic or numeric systems.

6. Ability to communicate clearly and concisely.

7. Ability to establish and maintain effective working relationships with patients, physicians and other clinical staff, and the public.

8. Ability to maintain confidentiality of all business/work information.

9. Adheres to the established Performance Expectations for WVUH Employees in the areas of People, Service, Performance Improvement, Shared Values & Culture.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping and feeling are necessary body movements utilized in performing duties throughout the work shift

· Must be able to sit for extended periods of time

· Must have reading and comprehension ability

· Must be able to read and write legible in English

· Visual acuity must be within normal range

· Must be able to communicate effectively

· Must be able to exert in excess of 50 pounds of force occasionally to move patients or objects

· Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Office type environment

· Patient care environment

Position Requirements
§ High school graduate or GED required.

§ Minimum typing speed of 25 words per minute is preferred.

§ Experience in medical office setting preferred.

Knowledge, Skills, Abilities

§ Excellent oral and written communication skills

§ Working knowledge of computers

§ Basic knowledge of medical terminology preferred

§ Basic knowledge of third party payors preferred

§ General knowledge of time of service collection procedures preferred

§ Excellent customer service and telephone etiquette

§ Must demonstrate the ability to use tact and diplomacy in dealing with others

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