Patient Registration Representative - 32hrs/wk Afternoon Shift - Henry Ford West Bloomfield

Business (Non-Clinical)
1911296 Requisition #
Under general supervision, follows standard operating procedures and protocols for all patient registration activities including patient reception, face-to-face check in, preregistration, confirmation of insurance eligibility and cash collections. Performs new patient registration; updates registration and insurance information; responds to inquiries from all callers/customers. Advocates on the caller/customer behalf to ensure their needs are met. Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management. 
  • Performs all aspects of registration including: 
  • Performs new patient registration and/or updates current registration and insurance information. 
  • Performs bedside registration in accordance with business unit protocol 
  • Validates and confirms eligibility of insurance using online tools and/or contract summary/registration manual. Utilizes insurance verification department as needed. o Discusses insurance eligibility issues and/or requirements to patient and/or family member to ensure appropriate coverage is available 
  • Responds to inquiries from patients, physicians, employees and other callers/customers regarding referrals, appointments and services within HFHS o Accesses electronic medical record as needed for resolution 
  • Collects and scans all patients’ data and documentation into the system(s) 
  • For select outpatient services, transcribes incoming orders when received from community physicians 
  • Corrects Patient Class and/or Accommodation code, when appropriate, in an effort to ensure proper billing of services o Assists with bed placement or Event Management corrections, as needed 
  • Works assigned work queues according to department standard operating procedures, process and protocol 
  • May complete release of medical record information to other healthcare facility for continuity of care. 
  • Performs all aspects of cash collections according to corporate policies and protocol. 
  • Assists department leads or supervisors with the training of new employees. Communicates HFHS compliments/complaints to supervisor/manager for recognition and/or resolution. 
  • Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission or other accreditation standards. 
  • Other duties as assigned.  
Provides World Class Service Excellence to patients: 
1. Warm patient greeting and closing. (AIDET) 
2. Service Recovery (HEART) 
3. Adheres to Chief First Impressions Officer (CFIO) standards. 
4. Maintains Front Desk and Lobby Appearances according to policy. 

  • High school diploma or G.E.D. equivalent is required. 
  • One (1) year of experience related to patient admitting, registration and/or insurance eligibility and verification in a hospital or medical office setting. 
  • EPIC training/experience preferred. 
  • Insurance payor systems experience preferred. 
  • ICD-10 medical terminology experience preferred. 
  • Strong computer skills and working knowledge of Microsoft Office products. 
  • Ability to meet or exceed core customer service responsibilities, standards, and behaviors effectively over the telephone, in person and in writing with patients, visitors and clinical/non-clinical staff. 
  • Must be willing and able to instruct others. 
  • Ability to perform a variety of tasks in a fast-paced environment with frequent interruptions. 
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy and summarized below: 
  • Communication 
  • Ownership 
  • Understanding 
  • Motivation 
  • Sensitivity 
  • Excellence 
  • Teamwork 
  • Respect 


       Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health

       care systems, is a national leader in clinical care, research and education.  The system includes

       the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health

       insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory

       network and many other health-related entities throughout southeast Michigan, providing a

       full continuum of care.  In 2015, Henry Ford provided $299 million in uncompensated care.

       The health system also is a major economic driver in Michigan and employs more than 24,600

       employees.  Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient.  The

       health system is led by President and CEO Wright Lassiter III.  To learn more, visit


       Whether it's offering a new medical option, helping you make healthier lifestyle choices or

       making the employee enrollment selection experience easier, it's all about choice.  Henry

       Ford Health System has a new approach for its employee benefits program - My Choice

       Rewards.  My Choice Rewards is a program as diverse as the people it serves.  There are

       dozens of options for all of our employees including compensation, benefits, work/life balance

       and learning - options that enhance your career and add value to your personal life.  As an

       employee you are provided access to Retirement Programs, an Employee Assistance Program

       (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness,                 and a whole host of other benefits and services.  Employee's classified as contingent status are not         eligible for benefits.    

      Equal Employment Opportunity/Affirmative Action Employer

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

        committed to the hiring, advancement and fair treatment of all individuals without regard to

        race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

        weight, marital status, family status, gender identity, sexual orientation, and genetic information,

        or any other protected status in accordance with applicable federal and state laws.

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