POSITION SUMMARY

The Registration Supervisor is responsible for ensuring excellent customer service, accurate and timely completion of all activities of the registration operations. Provides leadership and direction and supervises staff in assigned registration areas. Staff is located in multiple areas and facilities. This position reports to the Patient Access Director.

This position does have supervisory responsibilities.

ESSENTIAL RESPONSIBILITES

REGESTRATION OPERATIONS

• Provides oversite of the ancillary registration activities to ensure accurate and timely administration of functions. Coordinates operations by directing the activities of team members. Oversees all operations to ensure the quality of services provided and monitors progress on a daily basis.
• Ensures timely patient access by identifying and eliminating delays to patient registration areas through new workflows, staff education and adherence to registration standards.
• Establishes controls, competency testing and monitors registration teams to ensure timely, accurate; registrations, insurance verification; patient account update, charge entry, and payment posting.
• Provides education to registration team for new initiatives, as well as issues identified during monitor of accuracy; to ensure optimum workflows are obtained.
• Ensures all payment posting activity is timely and accurate. Monitors cash bags for cash control.
• Ensures adequate supplies for areas.
• Accountable for team member schedules including call-in situations.
• Understands the basics of registration in all OAM service areas.
• Review and take action on a variety of reports.
• Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention.
• Assist with application implementation, upgrades, enhancements, and usability testing.
• Continually strives to improve all processes ensuring Revenue Cycle goals are achieved by developing standard operational procedures.
• Promotes programs and initiatives to improve patient satisfaction and engages in patient complaint resolution as appropriate.
• Strong understanding of the NextGen PM and EHR system, specifically the ancillary templates.

MANAGEMENT / LEADERSHIP

• Models professionalism, commitment, excellent customer service and collaboration at all times setting an example for team members. Consistently projects a professional image through attire, conduct, and personal grooming and overall attitude.
• Successfully motivates team members. Recognizes individual and team achievements by offering ongoing praise, support, feedback and continued direction, reinforcing team efforts. Ensures all staff demonstrates excellence in customer service.
• Ensures adherence to the policies, directives, and procedures of the department and OAM. Ensures all staff complies with OAM Policies and Procedures to include patient confidentiality, HIPAA and compliance guidelines. Assists with routine staff meetings or trainings to inform team members of changes in policies and/or procedures. Assists with mandatory education to include corporate compliance requirements, and provides pertinent education to the staff.
• Maintain current, detailed knowledge of applicable technology and makes recommendations to ensure full utilization of technology.
• Maintains current knowledge of Federal/State regulations and guidelines and current relative knowledge of all insurance guidelines and requirements.
• Maintains a safe work environment and adheres to safety standards established by departmental and OAM policy.
• Works with the Director to assess needs in staffing and make recommendations.
• Assists with personnel functions within the area of assigned responsibility, which includes employee recruitment and training, performance evaluations, coaching/ counseling, and problem resolution in accordance with established OAM Policies. Identify employee conduct/performance that warrants discipline and brings it to the attention of the manager.
• Monitors productivity for all areas and ensures that assignments and work hours are adjusted based on workload. Monitors and maintains time and attendance records. Coordinates the weekly schedule for coverage and providing coverage for the registrations functions as needed. Audits timekeeping as necessary for the department and ensures any PTO or time corrections are entered in a timely manner.
• Ensures that effective relationships are established with physicians, co-workers, management and all other Departments of OAM.
• Attends all meetings as requested/required.

CORE EXPECTATIONS

• Conducts verbal and written communications professionally and timely.
• Establishes and maintains the appropriate documentation and statistical records to provide for complete accountability of patient account transactions as required by law and/or fiscal intermediaries.
• Prepares accurate, routine and requested reports on the status of all areas of responsibility.
• Consistently communicates positive guest relation’s behavior by showing interest, concern, appreciation, respect, and empathy when in contact with patients, patient family members, vendors, physicians and employees.
• Maintains the strictest confidentiality regarding privileged patient information, which includes but is not limited to the patient’s medical condition, medical records, and demographic and financial information. Additionally, this includes maintaining and enforcing the confidentiality of information and/or knowledge of employees’ records, activities, and information about the organization which may be acquired through normal work duties or by accident and may be considered as sensitive or confidential.
• Performs all other duties as assigned.

required / desired qualifications

• Bachelor’s degree in business or related field preferred.
• Minimum of three years of supervisory experience.
• Minimum of five years of experience in a physician practice, administrative and/or clerical.
• Experience in lieu of education will be considered.

SPECIFIC SKILLS, KNOWLEDGE AND ABILITIES

• Teambuilding, staff development & training
• Demonstrates ability, judgment and willingness to make decisions.
• Excel skill level – intermediate including report & documentation preparation
• Intermediate level keyboarding
• Use of email and internet applications
• Intermediate knowledge level of practice management systems for scheduling, registration, charge entry/payment posting, and patient account management.
• Proven knowledge of CPT/ICD10 coding (Orthopaedic practice is preferred)
• Integral knowledge of accounts receivable and point of service patient collections.
• Ability to perform multiple tasks simultaneously, and work under pressure.
• Strong interpersonal and communication skills. Must possess the ability to deal tactfully with a diverse group of managers, mid-level professionals, physicians, administrative and support personnel.
• Must be able to make independent decisions and know when it is appropriate to do so.

Motor, Sensory and Physical requirements:

• Ability to sit for long periods of time
• Employee may be required to lift up to 15-20 pounds
• Ability to ambulate frequently through the office monitoring employee activities
• Manual dexterity required to operate modern office equipment
• Occasional bending, stooping, and reaching may be required
• Employee must have normal or correctable range of hearing and eyesight
• Ability to travel to other locations as needed or as assigned
• Working conditions include fast-paced, demanding environment, constant communication