Registration Supervisor

Key Accountability: Leadership

·         Coordinate staffing, shift assignments and coverage needs.

·         Evaluates and coaches staff performance as needed.

·         Monitors compliance with procedures, standards and protocols for efficiency, patient experience and process improvement.

·         Actively participates in team oriented decision-making process. Is a team player, willing to be flexible and open to others’ ideas.

·         Attends daily clinic huddle and registration huddle.

·         Maintains current knowledge of registration duties, EMR, and processes.

·         Participates in staff education/competency programs

·         Fosters a team approach to deliver exceptional patient experience.

·         May need to function in any registration role to ensure coverage across all areas, functions as a float when needed.

·         Identifies, addresses, resolves and responds to issues through cooperation and teamwork with other departments.

·         Communicates effectively with staff regarding expectation, performance, etc.

·         Supports department culture expectations: meets all job duties and responsibilities of registration clerk, participates in process improvement projects, problem solves equipment, staffing, patient, family and provider issues, attends meetings as requested.

·         Maintains timesheets in UKG for accuracy.

·         As the Epic Certified Trainer, support lead to train new hires on epic and other registration software, policies and procedures.

·         Provide elbow support to Lead to develop and train all registration staff on Epic upgrades and system changes related to software, policy or procedures revisions.

·         Provide ongoing user elbow support to ensure compliance and understanding of registration/scheduling duties.

Key Accountability: Daily Operations

·         This position performs Supervisor duties in addition to performing registration/scheduling clerk activities which includes:

o    Answering the phone and appropriately scheduling, preregistering, and educating the patient and obtaining all necessary information from the patient.  Obtaining necessary information likely includes necessary referring provider information, for example physician orders and properly including in the health record.  If necessary assisting to appropriate department or answering non-patient questions.

o    Ensures the patient or guardian understands and signs consent, insurance, and other required forms.

o    Compiles and distributes information regarding personal, insurance and financial status. Provides appropriate information to billing and other departments.

o    Completes necessary components of patient information in the Hospital’s information system and arranges for patient care including transport to room if necessary.

o    Greets and assists non-patient visitors to the appropriate areas.

o    Verifies insurance benefits with insurance companies and documents verification in each file and/or in electronic record, as appropriate.

o    Checks to ensure that pre-certification or other necessary authorizations are obtained and documented appropriately.  Follows up on obtaining the pre-certification or other necessary authorizations that were not obtained at the initial point of registration.

o    Communicates with patient and/or appropriate representative on estimated financial liability including computation of estimate third party (insurance) benefits and further financial counseling for those individuals needing assistance with financial options.

o    Educated on outside assistance available and has or is aware of appropriate contacts and makes referrals to Medicaid and other outside financial assistance agencies for patients who meet established criteria.

o    Contacts physician’s offices as appropriate regarding scheduling services.

·         Responsible for attending mandatory in services, department meetings and other in services applicable to the department.

·         Participates in educational programs and meetings as needed and required.

·         Performs other duties as assigned.  Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

·         Develop a proactive mind set towards the job. Observes opportunities for improvement, formulates ideas, communicates those ideas with their supervisors and/or staff, carries out variations in work habits in continuous quality improvement.

Basic Clarke County Hospital (CCH) Performance Criteria     

·         Demonstrates Clarke County Hospital Standards of Behaviors as well as adheres to hospital policies and procedures, objectives, safety, environmental, infection control and quality assurance programs.

·         Demonstrates ability to meet business needs of department with regular, reliable attendance.

·         Practices and reflects knowledge of HIPAA, DIA, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.

·         Completes all annual education and competency requirements within the calendar year.

·         Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse.  Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff.  Takes appropriate action on concerns reported by department staff related to compliance.

·         Assists with adhering to standards, procedures and goals relating to the Compliance Program. Expected to report conduct that is known or suspected to be illegal or in violation of hospital policies. Reporting may be made in person or in writing to supervisor or manager, Compliance Officer or verbally through Compliance Reporting Hot Line.