Description

 PURPOSE:

The Patient Registration Supervisor is responsible for the coordination and supervision of the Registration process in all service areas of Lincoln Health. This position requires a detailed knowledge base in registration and billing practices, as well as understanding of how these areas impact the flow of work throughout the departments and organization. The Supervisor is responsible for developing and enforcing policies and procedures, monitoring the accuracy of registration entered by associates, ensuring that proper patient experience protocols are followed, monitoring and clearing issues in various registration queues and managing the overall training and orientation of new staff.

A substantial portion of the normal duties requires proper judgement, sensitivity and strict adherence to Lincoln Health’s policy on confidentiality.

ENVIRONMENT:

Lincoln Health is a 15-bed Critical Access Hospital co-located with 35-bed Long Term Care Unit. The facility employs 150-200 employees.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet, however, the office does receive phone calls and in-person inquiries throughout the work day.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1) Ensure that patient experience and service excellence standards are met.

2) Uses reports and scorecards to monitor the daily productivity of the team.

3) Monitor the accuracy of the data entry of demographic and insurance information obtained by staff for patient registration. Investigate errors, suggest changes/or implement solutions to encountered problems. Report statistical finding to Billing Office Manager/Revenue Cycle Director.

4) Work collaboratively with Lincoln Health counterparts, Patient Financial Counselor, and other departments on issues related to patient registration, patient flow, insurance verification/eligibility and use of the patient estimator.

5) Represent Patient Registration in team meeting/huddles.

6) Serve as the knowledge expert and information source for staff. Keep abreast of insurance, referral and billing requirements. Request system enhancements as needed to facilitate accurate registration.

7) Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority.

8) Assist with application implementation, upgrades, enhancements and usability testing. 

9) Recommend the purchase of new equipment as required.

SUPERVISORY RESPONISIBILITIES:

1) Maintain knowledge of policies and procedures for Lincoln Health.

2) Participate with IT Steering Committee.

3) Assist with the interviewing and hiring of new staff.

4) Encourage and commend staff for excellent performance.

5) Provide timely performance improvement feedback and coaching of staff.

6) Conduct timely training assessments.

7) Solicit feedback from other staff and managers as appropriate.

8) Respond to employee questions/concerns on an individual basis as needed.

9) Conduct team meetings t apprise staff of changes and to address broader-based program area issues and initiatives.

10) Develop, recommend and implement policies and procedures for the team.

11) Monitor adherence to established policies and procedures. Propose methods to which assure effective execution of team responsibilities.

12) Personally perform functions supervised.

13) Provide new employee training and orientation to Lincoln Health Patient Registration.

14) Develop and/or update training documents. Keep accurate records of personnel training/training checklists.

15) Monitor trainee progress and trainer effectiveness based on feedback.

16) Identify focus areas for improvement/competency assessments.

Requirements

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Associate degree from an accredited college or university in business, healthcare administration or relate major (relevant experience may be considered in lieu of degree.

Three years of experience in healthcare revenue cycle or clinic operations, or at least 1 year of related experience in a supervisory/leadership role. 

LANGUAGE SKILLS:

Ability to respond to common inquiries from patients, hospital employees, or regulatory agencies and interact in a professional and appropriate manner. Answers the phone appropriately.

REASONING ABILITY:

Ability to prioritize numerous work activities and complete all work accurately. Promote a cooperative environment with various hospital departments this position works with. Perform all assigned duties with minimal supervision; follow instructions and complete duties in a timely manner. 

OTHER SKILLS AND ABILITIES:

Ability to answer phone calls and respond as needed. Must have computer skills and the ability to use Microsoft Office Word and Excel software programs. Must have good grammar, punctuation, and spelling skills. 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and talk and hear. The employee frequently is required to sit, kneel, and stoop. The employee is occasionally required to stand and walk.

The employee must frequently lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include distance vision and the ability to adjust focus.