Patient Registration Specialist

As our Patient Registration Specialist, you will ensure a positive patient experience during registration, employing excellent customer service.

Every day you will identify patients, collect accurate demographics, verify insurance, determine/collect financial liability, and explain hospital policies and patient rights to families.

To be successful in this role, you must demonstrate exceptional customer service, meticulous attention to detail in data/insurance, and strong communication, crucial for patient satisfaction and reimbursement.

• Maintains up-to-date knowledge of specific registration requirements for all areas, including but not limited to: Main Admitting, OP Registration, ED Registration, Maternity, and Rehabilitation units.
• Ensures the pre-registration process is complete for all assigned accounts at least 5-days prior to the scheduled date of service whenever possible. Verifies insurance eligibility and benefits on all assigned accounts using electronic verification systems or by contacting payers directly to determine level of insurance coverage. When contacting payers directly, utilizes approved scripting. Obtains referral, authorization and pre-certification information and documents this information in the ADT system. When appropriate, ensures the payer receives a Notice of Admission on all admissions, scheduled and non-scheduled, with 24-hours or the next business day. Meet CMS billing requirements for the completion of the MSP, issuance of the Important Message from Medicare, issuance of the Observation Notice, and other requirements, as applicable and documenting completion within the hospital's information system for regulatory compliance and audit purposes.
• Follows up on missing authorizations. If authorization is not obtained within 48-hours prior to service, contacts patient to advise them of their financial responsibility. Thoroughly and accurately documents insurance verification and authorization information in the ADT system, identifying outstanding deductibles, copayments, coinsurance, and policy limitations, and advises patient and collects amount due at or before the time of service Identifies any outstanding balance due from previous visits, notifies patient during the financial clearance process and requests patient payment.
• Sets up payment plans for patients who cannot pay their entire current copayment and/or past balance in one payment. Explains the Payment and Billing Assistance Program to all patients regardless of financial concerns or limitations. Interviews self-pay patients to identify potential eligibility for government aid and/or other payer sources, including Medi- Cal/Medicaid presumptive eligibility. Follows appropriate policy and/or refers to eligibility vendor. Understands and follows the Delay/Defer policy and escalates accounts that do not meet financial clearance requirements to Patient Registration leadership immediately. For patients who qualify, offers a flat rate discount based on estimated charges, percent of reimbursement, and/or hospital specific policy and procedure. Thoroughly and accurately documents the conversation with the patient regarding financial liabilities, agreement to pay and/or payment assistance. Clarifies division of financial responsibility if payment for services is split between a medical group and an insurance company. Ensures this information is clearly documented in the ADT system. Verifies medical necessity check has been completed for outpatient services. If not completed and only when appropriate, uses technology tool to complete medical necessity check and/or notifies patient that an ABN will need to be signed. Responsible for reviewing assigned accounts to ensure accuracy, and to ensure require documentation is obtained and complete.
• Provides financial clearance services to self-pay patients prior to discharge or within 24-business hours. Provides on-site customer service assistance for walk-in patients with billing-related questions. Provides information to hospital personnel who are seeking answers to financial concerns on their patient's behalf. When needed, works closely with Case Management/Utilization Review in ensuring services are appropriate for level of care provided (inpatient vs. outpatient and vice versa). Acts as resource to other hospital departments regarding insurance benefits and requirements and collaborates with other departments, as needed, to ensure proper compliance with third party payer requirements.
• Understands and follows the Cashier policy and procedures.

Required

• High School Graduate or GED
• Minimum 2 years of experience working in a hospital Patient Registration department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle-related role
• Minimum 1 year of experience in customer service

Preferred

• Customer service in a healthcare environment
• 3 years experience working in a hospital Patient Registration department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle-related role

Founded in 1923, Dignity Health - St. Mary Medical Center is a 389-bed, acute care, nonprofit hospital located in Long Beach, California. Serving over 80,000 patients annually, the hospital offers a full complement of services including a Level II Trauma Center, Level III NICU, heart care, and orthopedics. Additionally, St. Mary Medical Center has been recognized as an LGBTQ+ Healthcare Equality High Performer by the Human Rights Campaign Foundation. It is a Joint Commission-certified Thrombectomy-Capable Stroke Center and received a Healthgrades 5-Star Award for Heart Failure in 2026.

One Community. One Mission. One California 

Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit our Total Rewards.

Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.