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/policies/administrative/uwmf/uwmf-wide/patient-business-services/113028.policy

20150237

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Policies,Administrative,UWMF,UWMF-wide,Patient Business Services

Registration (113.028)

Registration (113.028) - Policies, Administrative, UWMF, UWMF-wide, Patient Business Services

113.028

PBS – 6: Registration
7-1-05
1

University of Wisconsin Medical Foundation
Patient Business Services Policies & Procedures
REGISTRATION


____ New _ X_ Revised

If Revised, Supersedes Policy Dated: 11-17-03

Effective Date: 7-1-05

Policy Number: PBS – 6
Approved By (Name): Connie Kinsella, Vice President, Patient Business Services

Purpose
To establish the standards that must be followed to register a new or established patient.

Policy
1. Every effort shall be made to capture and enter into Epic complete and accurate registration
information prior to an appointment (that is, our goal is to pre-register all patients).

2. Sites will transfer patients to centralized registration after completing the appointment
scheduling process.

3. To the extent possible, given the patient’s condition, patients presenting at an Immediate
Care site will be registered on-site prior to being seen in Immediate Care.

4. During the registration process, all patient/guarantor demographic and insurance information
must be gathered (for new patients) or verified/updated (for established patients) regardless
of whether insurance covers the visit.


Procedure
NOTE: In all situations, if a patient requires language assistance, Language Line should be
accessed via conference call. The registrars will need to be conferenced in, as well.

Appointments within 4 Months (120 days)
1. The Medical Receptionist shall schedule the appointment and complete a mini-
registration. The following data elements shall be captured (or confirmed) as part of the
mini-registration:
a. Full Legal Name (first, last, middle initial)
b. Date of Birth
c. Home Address (address, city, state, zip)
d. Home Phone Number
e. Work Phone Number

PBS – 6: Registration
7-1-05
2
f. Preferred Phone Number
g. Preferred Call Back Time (place in comment field)
h. Primary Care Physician
i. Referring Physician, if applicable
OPTIONAL - CAPTURE ONLY IF DIRECTED BY YOUR CLINIC
COORDINATOR/ MANAGER (this data is captured by Registration staff)
j. Primary Insurance Company Name
k. If a Worker’s Compensation situation, Employer Name

2. After completing the mini-registration and appointment scheduling process, the following
prompt will appear (on the last appointment screen) if the patient needs his/her
registration verified and the appointment will occur within the next 4 months (120 days).
When this prompt appears, the receptionist/scheduler will transfer the patient to
central registration.




Appointments more than 4 Months Out
1. The Medical Receptionist shall schedule the appointment and complete a mini-
registration. The following data elements shall be captured (or confirmed) as part of the
mini-registration:
a. Full Legal Name (first, last, middle initial)
b. Date of Birth
c. Home Address (address, city, state, zip)
d. Home Phone Number
e. Work Phone Number

PBS – 6: Registration
7-1-05
3
f. Preferred Phone Number
g. Preferred Call Back Time (place in comment field)
h. Primary Care Physician
i. Referring Physician, if applicable
OPTIONAL - CAPTURE ONLY IF DIRECTED BY YOUR CLINIC
COORDINATOR/ MANAGER (this data is captured by Registration staff)
j. Primary Insurance Company Name
k. If a Worker’s Compensation situation, Employer Name

2. After completing the mini-registration, inform the patient that s/he will receive a call
from registration staff within a week or two of the scheduled appointment.

Follow-Up Visits Scheduled On-Site
1. Schedule patient. The system will be programmed to return the patient to unverified after
four months time, unless the patient has Medicare primary (in which case, the status will
changed to unverified after 6 months) or Medicaid primary (in which case the status will
change to unverified after the first of each month). If the follow-up visit occurs within
four or six months or after the first of the month, as applicable, the patient will not be re-
registered. If the follow-up visit occurs after this time frame, the patient will receive a
call from registration to re-verify his/her demographic and insurance information.

Outreach/Networking Appointments
Registration data will be obtained in various ways from the Outreach sites. In general, non-
UWMF outreach sites will be required by contract to provide detailed registration data to central
registration within 1 business day of a patient’s appointment. The Director of Regional
Programs, 608-265-5560 can provide further information regarding outreach registration.


REGISTRATION STAFF
1. Calls Transferred In
a. Obtain all additional insurance and demographic information, per internal
registration policies and procedures.
b. Enter such information into the system.
c. Remind the patient to bring his/her insurance card to the visit, if necessary.
d. Inform the patient that co-payments are required at the time of service.
e. Inform the patient of any referral requirements associated with their insurance
coverage.
f. If applicable, inform the patient that outstanding balances can be collected at the
time of service. If the patient has specific questions regarding his/her account,
transfer the patient to the Patient Accounting staff following completion of the
registration process.
g. Provide the patient with a list of payment types accepted by the practice (e.g.,
cash, check, credit card).
2. Unverified Appointments
a. Contact patients identified on the Epic “unverified” report one to two days prior
to their scheduled visit and obtain the information noted above.

PBS – 6: Registration
7-1-05
4
3. Workers Compensation
a. Call employer and obtain insurance information.
4. Eligibility Verification
a. Staff shall batch Medical Assistance inquiries and obtain on-line verification
twice daily.


Attachments
Registration Cheat Sheet


References
None