Supervisor Patient Registration

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Time Type:

Full time

Department:

Registration

All Locations:

East Boston

Position Summary:

The Supervisor of Patient Registration is responsible for all registration-related activities in the departments located at Gove, Maverick, Paris St. and Winthrop. This includes assuring the smooth delivery of quality registration services in relationship to optimal patient flow within the departments. This includes overseeing the general clerical functions such as appointment scheduling, check-out and order entry. Directly supervises 20 - 40 (number may vary) Registration PAR’s /PAC’s and Team Leads in the planning and delivery of training of Patient Access Representatives, Coordinators and Leads and all other staff performing the registration and function. Works directly with the Operations Manager and/or Administrative Director in measuring the success of continuous improvement efforts in maximizing health center revenues and improved patient experience throughout the registration and check in process.

Schedule: Monday - Friday, 3pm - 12am. Hours must flexible and include some evenings, weekend, and holidays depending on department needs.

Essential Duties & Responsibilities

• Directly supervise the activities of all Full-time, Part-time and per diem staff which include Patient Access Representatives/Coordinators primarily responsible for the Patient Registration function but also includes scheduling, check-out and order entry
• Implement and maintain registration standards, policies and procedures in conjunction with the  Operations Manager and Administrator Director ; continuously identify areas in need of policy development and to appropriately raise and address issues needing clarification
• Act as a resource and role model to staff, and provide an expert knowledge base
• Act as a liaison between assigned departments, Registration, and Patient Accounts; ensure the smooth and efficient patient and work flow to balance the needs of both the clinical department and Registration and report any relevant issues to management; work closely with the Medical director, operations manager and Administrative Director  of the Pediatric  department .
• Ensure all appropriate staff are updated of all new information and changes within the assigned clinical departments
• Address issues and problems as they arise
• Plan, coordinate, and lead regular staff meetings with Patient Access Representatives/Coordinators as needed
• Participate in the planning, coordination, and delivery of all Registration training including new staff training, re-training for existing staff, on-going continuous improvement in skill development and  training for all registration staff and any other staff performing a registration function
• Provide “hands on”/on-the-job training to fully develop registration and customer service skills and maximize potential of staff
• Assist in the facilitation the completion and  continuous updates of the Registration Policy & Procedure manual and all related tools to improve and enhance PAR’s & PAC’s  access of up to date, practical, user-friendly written information and on-line resources
• In conjunction with Human Resources Department and manager, interview and select Clerical Associate staff and fully participate in staff retention efforts
• Evaluate the performance of staff providing constructive feedback for professional growth and development; write and review performance appraisal in a timely manner; participate in corrective action processes for Registration staff as needed
• Oversee the daily quality review of the HSN Special Circumstance application for completion , AOB’s , UDS, and the information entered in EPIC prior to forwarding to Patient Accounts and Medical records;  track outcomes to identify staff and Department areas for improvements and areas for re-training (this has changed) no longer use encounter forms
• The ability to maintain Templates
• Maintain cash handling in accordance with department and health center policies and procedures
• Identify, track and report on various measures to continuously improve performance of Patient Access Representatives/Coordinators, including the delivery of quality patient service and other outcomes
• Perform the responsibilities of the Patient Access Representative/Coordinator as needed; assures shifts have adequate staff coverage
• Assure the staff equipment (printers, faxes, phones, POS machines, computers) are in good working order, are kept supplied with cartridges, paper, etc. as needed; collaborate effectively with Purchasing, Facilities, MIS, and other departments in obtaining needed parts, repairs, and maintenance
• Coordinate the ordering, inventory, and distribution of supplies for Registration staff in assigned clinical areas
• Coordinate and Facilitate with all staff with respect to insurances and the verification process and all online eligibility resources available at the health for efficient patient flow in the following manners; performing the pre-verification process and updating EPIC with correct information prior to the patient presenting for their appointment. Included but not limited to all new departments in Pediatrics.
• Check’s DAR dailyfor Behavioral Health & Nutrition encountersto be certain they are check out to the appropriate insurance for completion

EDUCATION:

• High School graduate or equivalent

EXPERIENCE:

• Minimum of 3 to 5 years supervisory experience
• Knowledge of managed care, the various insurance plans, registration practices and protocols strongly needed
• Understanding of and experience with NeighborHealth' systems, processes, policies and procedures a plus
• Minimum of 3 to 5 years work experience in a health care or customer service environment

SKILLS/ABILITIES:

• Strong leadership, initiative, and supervisory skills
• Exceptional customer service and problem solving skills 
• Excellent communication and interpersonal skills
• Strong organizational and time management skills
• Awareness and appreciation of the continuous improvement processes
• Strong computer skills
• Awareness of state of the art technology to solve operational issues
• Analytical skills necessary to review reports and identify trends/issues
• Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

PAY RANGE:

$54,124 up to $81,187 depending on experience