Patient Services Rep - Lead Registrar (ONSITE: Kailua-Kona, HI)

Job description

About Us: Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success. JOB SUMMARY: ESSENTIAL DUTIES AND RESPONSIBILITIES: Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member. This position is ONSITE in Kailua-Kona, Hawaii Lead Schedule Two Shifts Available: Day Shift between 6am - 4pm to include some weekends and holidays Night Shift between 10:45pm - 7:15am to include some weekends and holidays Location: Kona Community Hospital, Kailua-Kona, HI MUST HAVE registration experience and will have the same foundation job duties as a registrar with lead responsibilities. Need one for day shift and one for night shift. Position Summary The Lead Emergency Department (ED) Registrar serves as a key leader within the Patient Access team, providing daily oversight and support to Emergency Department registration staff in a fast-paced, high-volume environment. This role ensures accurate and timely patient registration, insurance verification, patient identification, and collection activities while promoting exceptional customer service and compliance with regulatory requirements. The Lead ED Registrar serves as a subject matter expert, assists with staff training and development, resolves escalated issues, and supports departmental goals related to patient flow, registration accuracy, and revenue cycle performance. Key Responsibilities Provide day-to-day leadership, guidance, and support for Emergency Department registration staff. Monitor workflow and staffing coverage to ensure efficient patient registration and throughput within the Emergency Department. Serve as a resource for team members by answering questions, resolving registration issues, and providing education on policies and procedures. Perform patient registrations, obtaining accurate demographic, insurance, and guarantor information while maintaining sensitivity to emergency situations. Verify insurance eligibility, secure required authorizations when applicable, and address complex insurance-related issues. Collect copayments, deductibles, and patient balances in accordance with organizational policies and EMTALA regulations. Assist with registration quality audits and monitor staff performance to ensure accuracy, productivity, and compliance standards are met. Train, onboard, and mentor new ED registration staff and provide ongoing coaching to support professional development. Address and resolve escalated patient, family, and staff concerns in a professional and timely manner. Collaborate with clinical staff, case management, financial counseling, and leadership to support patient access and revenue cycle objectives. Ensure accurate documentation and maintenance of patient records within the electronic health record (EHR) system. Support process improvement initiatives aimed at enhancing patient experience, registration accuracy, and operational efficiency. Maintain compliance with HIPAA, EMTALA, Joint Commission standards, and organizational policies. Assist management with reporting, scheduling coordination, productivity tracking, and special projects as assigned. Qualifications High school diploma or GED required; Associate degree preferred. Minimum of 3 years of healthcare registration, patient access, or Emergency Department registration experience required. Previous lead, trainer, mentor, or supervisory experience preferred. Extensive knowledge of Emergency Department registration processes, insurance verification, government and commercial payers, and patient access best practices. Strong understanding of EMTALA requirements and regulatory compliance standards. Excellent communication, customer service, conflict-resolution, and interpersonal skills. Ability to thrive in a fast-paced, high-stress environment while maintaining professionalism and accuracy. Strong organizational skills with the ability to prioritize multiple responsibilities simultaneously. Proficiency in EHR systems, patient access software, and Microsoft Office applications. Core Competencies Emergency Department Operations Leadership and Team Development Patient Access and Registration Expertise Revenue Cycle Knowledge Insurance Verification and Authorization Processes Patient Experience and Service Recovery Regulatory Compliance (HIPAA and EMTALA) Problem Solving and Critical Thinking Collaboration and Communication Process Improvement and Operational Excellence Accuracy and Attention to Detail Performance Coaching and Mentorship What we offer: Competitive hourly salary + Sign-On Bonus Medical/Dental/Vision Insurance 401k program PTO: 80 hours accrued, annually 9 paid holidays Tuition reimbursement Professional growth and more! *As a condition of employment, candidates must successfully pass a criminal background check, drug screening, and TB test prior to their start date. PHYSICAL DEMANDS: Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines. A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.