What are the responsibilities and job description for the Central Scheduling Registration Team Lead position at Forest County Potawatomi Community?
Here’s What You’ll Be Doing
- Provides daily work guidance and serves as the first point of escalation for Central Scheduling/Registration Clerks on scheduling, registration, check-in/check-out, documentation, and customer service questions.
- Performs core Central Scheduling/Registration Clerk duties as needed to maintain service levels, including in-person/phone support, appointment scheduling, registration, and follow-up calls.
- Supports consistent adherence to policies and workflows, including completion and scanning of required notices/forms into the EHR.
- Ensures accurate capture of revenue‑cycle critical information such as insurance card scanning, verification of changes, and collection of required demographics.
- Assists with insurance eligibility verification using payer portals and routes coverage or coordination‑of‑benefits issues to appropriate resources.
- Supports time‑of‑service collections (copays, prior balances, payment plans) and assists with accurate payment posting and end‑of‑shift reconciliation.
- Monitors assigned EHR worklists and supports timely, appropriate follow‑up actions.
- Coordinates communication and collaboration with Care Teams, Financial Services, Billing, and Accounts Receivable to ensure accurate information flow and issue resolution.
- Assists with training Central Registration Clerks, maintaining job aids and scripts, and providing coaching on Athena/Dentrix workflows and service standards.
- Helps identify workflow gaps, participates in process improvement efforts, tracks operational/quality metrics, and fosters a respectful, team‑oriented environment.
- High School Diploma or Equivalent
- At least two years of experience in healthcare registration, scheduling, billing, or health insurance processing, required.
- Demonstrated ability to provide excellent customer service and communicate clearly in person, by phone, and in writing.
- Strong attention to detail with the ability to accurately enter and maintain patient information in an Electronic Health Record system.
- Proficiency with Microsoft Office (Outlook, Word, Excel) and comfort learning new systems (e.g., Athena, Dentrix, OnBase) as applicable.
- Ability to train peers, provide constructive feedback, and support a team environment in a fast-paced setting.
- Ability to work effectively within a culturally diverse community.
- Ability to operate general office equipment (copiers, scanners, fax, multi-line phone system, and credit card machines).
- Must be dependable and able to flex work hours as needed to support front line operations.
- Must successfully pass all applicable background checks and drug screens.
- FCP complies with CDC vaccine and testing recommendations for healthcare professionals. Proof of immunizations is required and immunizations/testing provided upon hire.
- Associate’s degree in business administration, healthcare administration, or related field.
- One year of direct leadership experience.
- Approximately 5 weeks of paid time off annually
- 3 weeks of paid holidays
- Premium free health insurance
- Flexible spending accounts
- Short term disability
- Life insurance
- 401k with match