Pre-Registration at bidmc table of Contents



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Updated March 22, 2010

Pre-Registration at BIDMC

Table of Contents


What is Registration? 3

Introduction 3

Confidentiality agreement 3

Objectives 3

Role of Registration 4

Multi purpose 4

Registration at BIDMC 4

Full registration 4

Mini- registration 4

When Registration is Completed 5

Introduction 5

Time of scheduling 5

Time of check-in 5

When to transfer a call 6

Calls to be transferred 6

Before transferring 6

Mini- registration information 6

Schedule Appointment 7

Introduction 7

Patient transfer 7

Transfer Job Aid 8

Introduction 8

Sample transfer job aid 8

Interpreter Services 9

Policy & procedure 9

Using Interpreter Services 9

Evaluation Dates 10

Payor category 10

Registration Reports 11

Introduction 11

CHIPR report 11

SPR report 11

Monthly reports 11

Other Tools 12

Email box 12

Direct phone number 12

Contact Registration Job Aid 13

Introduction 13

Sample contact Registration job aid 13

Resources 14

Registration department 14

Financial Counseling 14

Questions 14

RCO website 14



Revision history 14



What is Registration?




Introduction

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:


  • understand the current Registration process in place at BIDMC

  • understand the importance of completing a full registration

  • know when to transfer patients to the Registration Department

  • know the information to collect from patients before transferring them to Registration

  • understand the proper way to transfer patients to Registration or direct them to the BAT phone

  • understand the importance of registration at time of scheduling versus the time of check in

  • be aware of other tools used during the Registration process



Role of Registration




Multi purpose

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

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)

  • patients with expired evaluation dates

  • patients with any changes to insurance

  • NEHEN eligibility responses received, other than “Active Coverage” or “No Response”.



Before transferring

Before transferring call to the Registration Department, please remember to:


  • complete a mini-registration

  • schedule patient’s appointments

  • fill out transfer cheat sheet and explain it to the patient, and

  • ask the patient if there is anything else you can assist them with before they are transferred


Note: Contact Interpreter Services, if necessary



Mini- registration information

Staff completing the mini-registration are responsible for capturing or verifying the following in CCC during appointment scheduling;

  • Name

  • Date of Birth

  • SSN (if attainable)

  • Sex

  • Phone

  • Address

  • PCP

  • Insurance: ex. Tufts, Harvard Pilgrim

  • 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

Explain to the patient what is expected:




  • call will take approximately 3 minutes

  • 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.



Sample transfer job aid






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