Patient Registration Representative - Emergency Department

Company Description

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

As a Patient Registration Representative in our Emergency Department, you'll be the first point of contact for patients during critical moments—setting the tone for their entire healthcare experience. You'll master our registration processes and insurance verification systems while delivering exceptional customer service that makes patients feel heard and cared for. Your role is dynamic and fast-paced, requiring you to juggle multiple priorities while maintaining composure and compassion. You'll be the welcoming face of our organization, building patient loyalty through efficiency, anticipation of needs, and genuine advocacy. Whether you're checking in patients face-to-face, verifying insurance eligibility, collecting payments, or updating records, you'll know that your work directly impacts patient satisfaction and operational success.

Key Responsibilities:

• Welcome and register patients with warmth and professionalism, creating a positive first impression during their emergency department visit
• Execute patient check-in procedures—both face-to-face and preregistration—with accuracy and efficiency
• Verify insurance eligibility and coverage, ensuring patients understand their financial responsibilities upfront
• Collect payments and manage cash transactions with integrity and attention to detail
• Update and maintain accurate patient registration and insurance information in our systems
• Respond promptly to patient and caller inquiries, demonstrating knowledge and problem-solving skills
• Advocate for patients' needs, ensuring their concerns are addressed and resolved
• Manage a high-volume, interrupt-driven environment with grace, prioritizing effectively while maintaining quality
• Mentor and train colleagues on registration best practices and customer service excellence
• Collaborate with clinical and non-clinical staff to support seamless patient flow and departmental operations

Qualifications

Required:

• High school diploma or G.E.D. equivalent
• Strong computer skills and proficiency with Microsoft Office products
• Demonstrated ability to deliver excellent customer service via telephone, in person, and in writing
• Ability to manage multiple priorities in a fast-paced, interrupt-driven environment
• Willingness to mentor and train colleagues

Preffered:

• One (1) year of experience in patient admitting, registration, and/or insurance eligibility verification in a hospital or medical office setting
• EPIC electronic health record (EHR) system experience or training
• Insurance payor systems experience
• Knowledge of ICD-10 medical terminology
• Experience with patient financial responsibility communication and payment collection