Registration is the process of interviewing the patient and collecting demographic and financial information. While demographic changes do not warrant a full registration, small changes can affect reimbursement so they’re important to make in a timely manner.
Registration also includes verifying insurance and setting correct payer priority, which determines how BIDMC will be paid for services rendered.
Confidentiality agreement
You may not access, view, print, copy, use or disclose any patient information except as required to perform your job. Violations may be subject to disciplinary action, up to and including criminal prosecution. Respect patient privacy.
Objectives
After completing this training, participants will:
The Registration Department serves multiple purposes, including:
capturing crucial demographic and billing information
ensuring correct and updated information is collected so that BIDMC receives payment for services and remains financially solvent
advocating better customer service for our patients by helping to make their visits as seamless as possible
Registration at BIDMC
BIDMC has two models of registration: full registration and mini-registration. Most clinics complete the mini-registration and then transfer patient to the Registration Department. Registrations can also be completed at various points during a patient’s visit.
Full registration
At full registration clinics, staff completes the entire registration within the clinic, and do not need to transfer to Registration Department.
Mini- registration
At mini-registration clinics, staff completes minimal identifying information within the clinic and schedules the appointment. These clinics then need to transfer the patients to Registration Department or direct them to the BAT phone, who will get the remaining required information from the patient.
When Registration is Completed
Introduction
Currently there are two times when registrations can be completed; time of scheduling and time of check-in. It is preferable to complete registrations at the time of scheduling.
Time of scheduling is the preferred method of registration since registration is completed prior to appointment and allows for a more seamless patient experience at the time of the visit. This allows the patient (and staff) to focus on the visit at the time of check-in.
Time of check-in
Registrations may also be completed at the time of check-in. Time of check-in is not the preferred method of registration because:
Patients may be rushed to see the provider,
Using the BAT phone can be uncomfortable for the patient, and
Patient may be less engaged at this point of the process, making it more difficult to gather information from them.
When to transfer a call
Calls to be transferred
Below are the four situations that require a transfer to Registration:
all new patients (after mini-registration is done)
For new patients only: In what language do you wish to discuss health-related concerns?
Note: Because demographic information affects reimbursement, mini-registration information should be verified at every encounter with the patient.
Schedule Appointment
Introduction
Always schedule the appointment before transferring patient. Give all the information including time, date, and location before transferring the patient to Registration.
Patient transfer
Explain to the patient why they are being transferred:
will save patient time on appointment day
will ensure that BIDMC has most up-to-date information
have insurance card(s) ready and refrain from using personal cell phone while on the Registration phone
Transfer Job Aid
Introduction
The Transfer Job Aid (a.k.a. “cheat sheet”) should be used as a guide to explain to patients the purpose of the transfer phone call. It is a great way to provide information about what to expect. It can be used for patients in the clinic and can also be used as a script when speaking to patients over the phone at the time of scheduling.
Taking the time to explain will help create a better overall patient experience. You can use the same script when transferring at the time of scheduling.
