At Vitruvian Health, we serve with compassion. As the leading healthcare system for northwest Georgia and southeast Tennessee, we are committed not only to strengthening the health of our communities, but also to supporting the growth, success, and well‑being of every team member.
Formerly Hamilton Health Care System, Vitruvian Health is built on a legacy of trust, innovation, and exceptional care. With more than 80 access points across the region—including Hamilton Medical Center and Bradley Medical Center—you’ll have the opportunity to be part of something bigger: a connected, mission‑driven team making a difference every day.
Join us and build a meaningful career where you’re valued, inspired, and supported to make a real impact.
Hamilton Health Care System, Inc.
Job Description and Performance Standards
Title: Medical Office Registrar
Department : HPG Cardiology
Reports To : Practice Manager
Hamilton Physician Group (“HPG”) is a multi-subspecialty physician group practice and wholly owned subsidiary of Hamilton Medical Center, Inc., (“HMC”). HMC is a wholly owned subsidiary of Hamilton Healthcare System, Inc. (“HHCS”). HPG was created as a responsive, scalable and adaptable physician enterprise to meet the long-term community need for medical specialties within the Dalton, Georgia and surrounding communities that for various reasons may not be optimally provided for or sustainable by the independent medical staff. Such medical services may include without limitation, cardiology, convenient care, spine, and others.
The Registrar is a multi-tasking position that consists of all front-end functions including customer service, telephone management, scheduling, registration, co-pay collections, time of service account management, coding review, charge entry, and appropriate cash and end-of day closure procedures.
The Registrar will ensure that all provider schedules are appropriately populated, telephones are responded to according to established protocols, and verifies patient pertinent demographic, clinical, and financial data prior to, or during each patient visit. Obtains copies of relevant documents and most recent insurance cards and where applicable verifies eligibility of insurance and obtains authorization for services as necessary. Collects required payments or makes necessary financial arrangements as appropriate. In this role, the Registrar will perform appropriate and timely charge entry, if not performed electronically through an EMR, for all patient visits including a review of encounters and recommendations for appropriate procedural coding, manage cash drawers according to established protocols, post cash to patients accounts, manage patient responsible account balances at the time of service, and correct assigned claims edits for expedient submission to carriers. Assists in working patient balance reports and additional duties as assigned in a courteous and professional manner.
Collaborative interaction with patients, physicians, other staff members and management, patient satisfaction and accurate processing of all front-end functions are integral to the success of this individual.
JOB REQUIREMENTS
EDUCATION: Completion of a high school diploma. College level courses preferred but not required.
EXPERIENCE: 1 – 5 years of relevant front-desk and customer related experience, preferably within a physician practice
SKILLS: D emonstrated competency with medical procedural coding (CPT/ICD10). Working knowledge of medical software programs and PC skills. Experience with Athena a plus. Must possess excellent customer service skills; good written and verbal communication skills, and the ability to work in a team environment. Demonstrated competencies with cash controls, and typing skills at a minimum of 40 WPM
1. Professionalism
1.1 Sets example of professionalism at the practice and promotes Hamilton philosophy to ensure the quality and continuity of patient care at all times.
1.2 Answers phone within three rings in a courteous manner, identifying the practice and self.
1.3 Assists the caller resolving the reason for the call to the caller’s satisfaction of routing the call to the appropriate person...
1.4 Maintains complete and accurate phone messages for personnel.
1.5 Introduces ones self to patients providing positive supportive communication and assistance.
1.6 Assist all patients resolving the reason for the visit to the patient’s satisfaction or routing to the appropriate personnel for assistance.
1.7 Clarifies directions or communication to patients, which are unclear and demonstrates correct follow through by a phone call or whatever is necessary.
1.8 Reports to work as scheduled with less than six (6) unscheduled occurrences per year.
1.9 Reports to work promptly as scheduled with less than twelve (12) incidents of tardiness per year.
1.10 Participates in own annual performance evaluation appraisal by identifying individual goals and reviewing yearly progress.
2. Characteristics, Knowledge, and Safety
Planning: anticipates needs, settings standards, scheduling work and measuring results.
Organizing / Time Management: using time in an effective and efficient manner to proactively accomplish daily job tasks.
Analyzing / Problem Solving: the ability to recognize and define problems and implement solutions to the problems while considering financial, human, and physical resources.
Decision Making: initiating the decisions necessary to achieve desired results.
Managing Expenses: effectiveness in controlling expenses in supplies and time management.
Judgment: soundness of conclusions, decisions, and actions
Dependability: reliability in executing the commitments and obligations of the position by reporting for work on time.
Innovativeness: effectiveness in creating, developing, and implementing any new technology.
Work Knowledge: appropriate knowledge of methods and skills necessary to perform the job responsibilities and an awareness of new developments in the medical field.
3. Characteristics/ Teamwork
Meeting Objectives: demonstrates dedication to achieving goals and objectives of the organization.
Implementing Ideas: accepting, encouraging, and using ideas where feasible.
Working with Others: establishes effective business relationships and demonstrates integrity in all dealing with people with a good positive attitude.
Dependability: reliability in executing the commitments and obligations of the position by reporting for work on time.
Initiative: ability to take action and get things done without being asked. Assumes responsibility promptly and effectively.
Team Building: Works toward developing a team environment and participates as a team member.
Work Habits: practices safe work habits and encourages others to do the same.
Follow Up: follows up on investigations by correcting the unsafe procedure, equipment, or environment.
4. Job Responsibilities.
Answering Telephones/Phone Assistant Voicemail: Routing calls to clinical/clerical staff according to office policy and a ppropriately responds to patient inquiries via telephone following established protocols
Answering Tasks: EMR-answering tasks sent by nurses/physicians. This includes faxing prescriptions that have been approved by the physician or calling patients to let them know the answers to their questions from the physician.
Sending Tasks: Sending tasks/questions to nurses or physicians.
Written Rx’s/Samples: Make sure all written prescriptions have been signed by the Physician or if patients need samples of their medicine and put up front and contact the patient to pick up.
Upset/Irate Patients: Working with the Practice Manager to handle the patients in the office or on the phone who are upset or irate and seeking to solve their stated problem(s).
Registers all patients at each visit utilizing established policies for the capture of complete and up-to-date patient and insurance information
Receives and documents patient “point of service” payments including co-payments, past balance payments, and time of service patient-responsible charges in the practice management computer system
Appropriately documents patient arrival for appointment and notifies clinical personnel of patients arrival
Performs check-out protocols for each patient via established policies, including charge entry for current visit if appropriate, scheduling of future appointments, facilitation of ancillary procedures as necessary, and provides for the patient a receipt for services rendered
As assigned, processes all referral requests within a timely manner and according to clinic procedure
As assigned, processes and maintains medical records including release of records in accordance with records protocols
Collect information relative to financial status, demographic data, employment information, and insurance data. Verify eligibility.
Obtain authorization for services as needed.
Other duties as assigned.
5. Measure of Performance
Accurate and timely processing of all front-end functions
Demonstrates excellence in customer service, communication and documentation skills
Demonstrates proficiency in all data entry functions
Organization and Time Management
Verification of insurance and demographics for each patient visit as measured by clean claim submission
Shall utilize basic coding expertise for charge entry functions . As necessary, will collaborate with providers regarding appropriate coding procedures
Following clinic policy, appropriately reconciles cash and charge batches, balances cash drawer, prepares deposits, and reconciles charges to visits and the co-pay holding file with an accurate balance for each opened batch
Follows procedures for verification of patient demographics information including insurance verification prior to the patient visit for all pre-scheduled patients
Utilizing established protocols, appropriately schedules patients whenever possible, at the patients’ convenience for physician visit
P – Profes s ionalism
“ The expertise, qualiti e s, and conduct that charac t erize a member of a professio n”
Be polite a n d courteous at all times.
Actions displa y competence to customers and co-w o rker
Greets co-workers and customers with a warm and friendly smile, acknowledges co-workers and customers in a positive manner and introduces self by providing name, department and role within the organization.
Responds promptly to phone and e-mail messages.
R – Respect
“ A positive feeling of esteem for a person or o ther entity”
Treats everyone with courtesy and respect.
Does not publicly air work related discontent to guests or other staff members.
Is accountable for actions and follows through on commitments.
Respectful towards co-workers and supportive of new associates through help and cooperation.
I – Integrity
“Honesty and consis t ency to a set of values”
Steadfastly adheres to high moral principles a n d professional standards.
Uses truth and honesty as a guideline in all decisions.
Does not discuss customers, customers’ family, physicians, or associates in public areas and keeps patient information confidential
D – Diligence
“ Constant and earnest effort a pplied to pe r form a task or accomplish a goal”
Performs assignments in a timely manner while addressing customer needs and expectations.
Keeps work area and surrounding environment clean and safe.
Looks beyond assigned tasks.
Seeks to understand and embrace change for the greater good of the department and organization.
E – Excellence
“ The quality or s t ate of being outstanding or superior ”
Is committ e d to doing a n excellent job.
Adheres to the organizational and departmental policy and procedures.
Keeps customers and guests informed by updating periodically and apologize for delays.
