FLSA Status

Job Role Summary

The Interpreter/Registrar for Rehabilitation Services provides medical interpretation services to patients, pediatrics and adults, and acts as a liaison between health care providers and patients. This position is accountable and responsible for phone and face-to-face encounters with customers of Rehabilitation Services. The Interpreter/Registrar performs a variety of clerical and patient service duties necessary to maintain efficient flow of operations in the Rehabilitation Services department. This position routinely handles phone calls to the department, patient scheduling, patient registration, and co-pay collection.

Essential Functions and Responsibilities

• Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health values
• Language Interpretation and Translation: Accurately interprets therapy assessment and treatment information and instructions to and from patients exactly as communicated; acts as a resource for other staff to provide interpreting and translation services; identifies communication barriers; translates documents as needed by the department; interprets office policies and procedures
• Registration: Completes patient registration accurately in electronic medical record; registers patients, validating demographic information, insurance information, and photo ID at initial visit; creates and attaches rehab recurring hospital series account to all visits; scans or copies insurance cards, photo ID, and outside referrals (if applicable); identifies the network patient belongs to and follows all policies and procedures; identifies and validates all insurance, and loads insurance in the correct order for billing; ensures that current patient consent is on file
• Scheduling: Completes new evaluation and return appointment scheduling based on departmental procedures; verifies and attaches referrals for patient appointment; appropriately assesses patient scheduling needs/provider based on referral diagnosis; identifies patients who have urgent therapy needs or require triage by a supervisor to ensure appropriate scheduling; appropriately documents and communicates to provider patient cancellation and reason
• Check In/Check Out: Efficiently completes all necessary check-in/check-out processes to facilitate patient throughput; acknowledges patient arrival to check in/check out area with a positive and professional demeanor; appropriately notifies provider of patients that have arrived late for treatment
• Financial Stewardship: Collects co-pays and any other fees; reconciles the cash drawer daily; directs patient to financial counselor when appropriate; communicates patient insurance changes with provider
• Patient Account Maintenance: Regularly works and corrects patient accounts in work queues
• Phone Management: Answers phone calls consistently and in a timely manner to reduce call abandonment; uses standard language when managing phone calls per department scorecard; demonstrates good etiquette and pleasant tone with phone conversations; minimizes hold time and avoids long silences without talking to the caller; accepts and implements needed improvement based on feedback from phone audits
• Professional Communication/Collaboration: Serves as the first contact patients have with the system and maintains professional and appropriate interaction with customers of all ages; demonstrates effective and quality verbal communication skills with peers and customers; consistently checks and participates in electronic communication; participates in orientation and instruction of new personnel as required
• Performance Improvement: Identifies ways to improve work processes and improve customer satisfaction
• Time & Priority Management: Minimizes time away from work and prioritizes multiple tasks to maximize time spent performing job duties; reports to work on time and on a consistent basis; is not in disciplinary process per the hospital attendance policy guidelines; follows appropriate procedures for scheduled time off requests and proactively communicates time off with other team members; completes all assigned tasks and/or special projects on time without reminders

Job Requirements

• High school diploma or equivalent required; Associate's degree in Business preferred
• One year of experience in a position requiring similar duties
• Ability to pass test to determine proficiency in required language (English/Spanish)
• Proof of successful completion of Bridging the Gap course